It Incident And Problem Specialist

Fnb Namibia; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking an IT Incident and Problem Specialist to join their dynamic team. In this role, you will manage major incidents, ensuring effective communication and resolution processes are in place. This position offers the opportunity to collaborate across diverse teams, enhancing service delivery and operational stability. If you are passionate about problem-solving and making a significant impact in a fast-paced environment, this role is perfect for you. Join a forward-thinking company that values innovation and teamwork.

Qualifications

• 3 to 5 years of experience in IT incident management.
• Experience in maintaining service quality and minimizing operational risks.

Responsibilities

• Manage the lifecycle of major incidents from analysis to resolution.
• Conduct root cause reviews and develop improvement actions.
• Build collaborative relationships across teams for effective work delivery.

Skills

Incident Management

Problem Solving

Analytical Thinking

Effective Collaboration

Job description

Apply locations : Randburg | Time type : Full time | Posted on : Posted Yesterday | Application deadline : End Date : May 7, (4 days left to apply) | Job requisition id : R

Job Description

Hello Future IT Incident and Problem Specialist,

Welcome to FNB, the home of the #changeables.

We design for the shapeshifters and deliver products and services that make us incredibly proud of the people who make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Now's the time to imagine your potential in a team where experts come together and ignite effective change.

Qualifications and Experience

• Experience in ensuring incident controls and processes are in place and recorded to minimize operational business risk impact, maintaining service quality, confidentiality, integrity, and availability.
• Managing War Rooms.
• Handling shift work and standby duties.

Key Responsibilities

• Managing the lifecycle of major incidents and problem records, from root cause analysis to resolution and closure.
• Recording incidents consistently for tracking and monitoring.
• Conducting root cause reviews for high-impact outages or recurring issues, and developing improvement actions.
• Serving as a point of contact for incidents and problems.
• Timely communication and reporting of incidents and problems.
• Categorizing, prioritizing, and assigning incidents for effective handling and resolution.
• Building collaborative relationships across teams to enhance work delivery.
• Developing and nurturing relationships within FNB and across FRG.
• Compiling reports to track progress and inform business decisions.
• Partnering with Service Delivery and Application Support teams for continuous improvement and stability.
• Deciding on prioritization and escalation of major incidents, and managing communication during outages.
• Reviewing and improving incident and problem management processes.
• Resolving customer dissatisfaction and taking ownership of problems.
• Providing reports on service delivery against SLAs and customer targets.
• Maintaining knowledge of legislative changes, industry best practices, and internal compliance.

Minimum Requirements

• 3 to 5 years of experience in a similar environment.

Preferred Skills

• Effective collaboration skills.
• Analytical thinking to diagnose problems.
• Focus on solutions and relevant information gathering.

Additional Information

All appointments will align with FirstRand Group's Employment Equity plan.

We support the recruitment and advancement of individuals with disabilities; candidates may disclose their disability information voluntarily, which will be kept confidential.

Introduce Yourself

Introduce yourself to our recruiters and we will contact you if a suitable role arises.

If you have queries, please log them via MyQ.

About Us

FNB offers a range of financial services, including retail and commercial banking, insurance, savings, and investment products.

Recognized globally, FNB has won numerous awards and provides exciting career opportunities for those wanting to make a difference in people's lives.

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It Incident And Problem Specialist • Gauteng