Incident and Problem Co-ordinator

AVI Limited; Wes-Kaap; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading shared services provider in Cape Town is seeking an Incident and Problem Co-Ordinator to enhance operational efficiency in its IT Shared Services Division. The role focuses on managing incidents and problems using ITIL methodologies, creating a knowledge base, and ensuring effective communication and collaboration. Candidates should have 3-5 years of relevant experience and IT certifications such as ITIL V3. Join us to drive success and make an impactful contribution to our team.

Benefits

Collaborative work environment

Continuous improvement opportunities

Career advancement support

Qualifications

• 3 to 5 years’ problem management experience.
• 3 to 5 years’ experience conducting Root Cause Analysis.
• 3 to 5 years’ experience managing incidents in a medium to large environment.

Responsibilities

• Identify trends and sources of Problems.
• Prevent replication of Problems.
• Manage incidents throughout the ITIL process.

Skills

Problem Management

Root Cause Analysis

Trend Analysis

Interpersonal Skills

Education

Diploma in Information Technology or Engineering

A+ Certification

N+ Certification

ITIL V3 Foundation Certification

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

SCCM

SCOM

Solarwinds

Job description

Overview

At our company, we believe in collaboration and innovation to drive exceptional results. Our Shared Services departments—spanning IT, Finance, HR, Logistics, Digital, Marketing, and Field Marketing—are essential to the growth of our industry-leading brands. We foster a high-performance culture where teamwork, accountability, and creative problem-solving are celebrated.

Our AVI IT Shared Services Division is the backbone of AVI’s operational efficiency. As a proud SAP house, we utilise world-class ERP solutions to streamline operations and ensure seamless integration of technology across our businesses. The team is dedicated to maintaining robust systems and infrastructure, driving automation, improving processes, and safeguarding cybersecurity. By leveraging SAP and other cutting-edge tools, IT empowers our teams to work smarter, innovate, and deliver exceptional results.

Why Join Our Shared Services Team?

• Drive Growth: Support and contribute to the success of our industry-leading brands.
• Collaborative Culture: Thrive in a team-oriented environment that values accountability and innovation.
• Impact & Growth: Play a key role in our brands\' success while advancing your career in a supportive setting.
• Shape the Future: Make a meaningful difference and help us shape the future of our business.

Step Into a Role That Makes an Impact! We’re seeking an Incident and Problem Co-Ordinator to drive success at AVI IT Shared Services Division in Waterfront, Cape Town. This role is designed to identify, prioritize and assign responsibility for incident and problems; managing them through the entire ITIL process to find definitive solution. A key part of the role is creating and managing a knowledge base and Problem library to maintain the information about known errors and workarounds for the service desk.

Reporting Structure:

• Reports to: Service Delivery Manager
• Direct Reports: None

Key Areas of Impact:

• Identifies trends and Problem sources
• Prevents Replication of Problems
• Reviews efficiency and effectiveness of Problem control
• Proactive measures
• Escalation to Management Layer
• Maintains inventory of Problems/Major incidents and High Impact Incidents
• Collaboration and Facilitation
• Reporting

Technical Competencies:

• Service Delivery and Service Management Methodologies and Frameworks (ITIL)
• Microsoft toolsets (Excel; Word, PowerPoint).
• Knowledge of Infrastructure Technologies i.e. Storage, Compute, Backups, Virtualisation
• Knowledge of Networking and Windows Technologies
• SCCM, SCOM, Solarwinds and SD+ proficiency
• VPN and Remote Connect Technologies
• Microsoft Technologies Competency (Active Directory, Exchange Mail SharePoint, etc.)

What It Takes to Succeed:

Experience that set you up for success:

• 3 to 5 years’ problem management experience.
• 3 to 5 years’ experience conducting Root Cause Analysis.
• 3 to 5 years’ experience working within a medium to large hosted environment.
• 3 to 5 years’ experience Reporting Trend Analysis.
• 3 to 5 years’ experience developing and managing SLA’s, OLA’s and Underpinning Contracts.
• 3 to 5 years’ experience managing 3rd party vendors.

Qualifications & Certifications that will contribute to your success:

• Diploma or equivalent in Information Technology and/or Engineering.
• A+ and N+ or equivalent.
• ITIL V3 Foundation Certification.
• ITIL Operational Support and Analysis (OSA).
• Professional certifications in MCSA/CCNA will be an advantage.

Additional Requirements that will enhance your impact for success:

• Minimum of 3 years’ experience managing incidents AND problems on enterprise infrastructure viz. Systems (Compute, Virtualization, Storage, etc.), Networking (Wired and Wireless LAN, WAN), Security Infrastructure (Firewalls) and ERP Systems (SAP).
• Thorough ITIL Lifecycle understanding with particular focus on Service Operations.
• Good Inter Personal Customer facilitation and communication skills

Take the Next Step with Us

At the heart of our AVI Shared Services Divisions is a commitment to excellence, collaboration, and continuous improvement. Here, you’ll have the opportunity to work with talented professionals across multiple disciplines, allowing you to grow professionally. If you are passionate about making an impact, solving complex problems, and collaborating with others to drive excellence, this is the place for you.