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Problem Manager

Job Ref
259013
Job Type
Permanent
Employer Type
Company
Date Added 18 Nov 2015
Expiry Date 16 Dec 2015
* There have been 12 applications to this job.
* This job has been viewed 3233 times.
Employer:
Standard Bank

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Job purpose:

To manage in-depth investigations into IT-related problems in order to minimise or prevent future breaks in service
To conduct detailed analyses of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues
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Key Responsibilities:

Process Execution:

Raise and manage problems through the Problem Management Life Cycle
Use the prescribed root cause analysis methodology to determine root cause/underlying cause of the problem, and make subsequent recommendations
Lead the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring.
Participate in Service Restoration efforts where required
Co-ordinate, allocate and track problem tasks for each problem
Identify new known errors and record into the Known Error Database
Produce both verbal and written communication with support teams and management over the status of Problem Records.

Process Compliance:

Assist in ensuring that the process is being followed through effective communication and policy adherence
Assist in ensuring that all parties involved in the problem management process, adhere to the policies and procedures laid out for effective problem management

Process Measurement & Reporting:

Ensure that quality data is provided for reporting on key performance and quality indicators in relation to Problem Management

Customer Satisfaction:

Foster key relationships between Problem Management, Group Technology Operations and other support areas

Key performance measure:

Number of Problems in Open status, with overdue tasks
Number of Problems where root cause is not identified vs. identified.
Accuracy of Problem data in KEDB
Problem Response Time – Number of Problems managed within a reasonable timescale
Percentage of Problems presently being escalated
Customer Satisfaction scores in relation to Problem Management
Continuous improvement of Problem Management function
Key performance metric targets (not necessary limited to the above only) would be continuously agreed with the line manager

Qualifications:

ITIL Foundation Certified (mandatory)
ITIL Practitioners Certification in one or more discipline preferred
Kepner-Tregoe Foundation certified (mandatory)

Knowledge:

Excellent insight for identifying, understanding and resolving IT issues
Knowledge of the Organisational Incident and Problem management practices
Knowledge of the concept, techniques and theories associated with service delivery, the relationship and interaction across the various functions of an IT system or architecture, associated principles and practices, methods and techniques

Experience:

Solid experience in a Problem Management Role for a Large organisation
Solid understanding of how infrastructure tools and processes support the application environment, and ultimately, the business

Personal competencies:

Attention to detail and ability to assimilate, appraise and extract information quickly
Problem solving skills
Strong analytical and conceptual skills
Strong interpersonal skills
Ability to work well on cross-functional project teams and foster team commitment to tasks
Ability to deal with a high degree of ambiguity
Strong execution and follow through
Initiating action and decisiveness
Effective networking and ability to use network to assist in overcoming setbacks
Ability to adapt and respond to change
Cope with pressures and setbacks
Ability to apply expertise and technology

Problem solving, planning and decision making:

The incumbent must be able to frame problems within a business context and understand the business impact of problems and the business value of solving them and be able to communicate that clearly to both staff and clients
The incumbent must be able to assist in providing quality solutions
The incumbent must be innovative and be able to think out of the box
This role spans multiple services and so requires a high degree of consultation and engagement in all related activities
The incumbent must ensure that decisions are made rationally and professionally, with due regard for policies and standards
In many cases decisions will need to be made based on limited or unclear data. The incumbent will be expected to use experience, judgement and management skill to limit the risk of poor decision making.
This role has enterprise-wide effect on service delivery. As such, decisions made can be far reaching and would impact the financial position and/or reputation of the Bank

Working conditions:

Primarily, normal office hours will be applicable to this position, but due to the nature of the IT support environment work outside of business hours will be expected from time to time
Travel may also be required from time to time



 
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