Problem Management Lead: ITIL & Service Assurance Pro

Nexio; Gauteng; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology services provider in Gauteng is seeking a Problem Management Specialist to ensure reliable IT service delivery. You will manage incidents and problems, conduct root cause analyses, and lead a team to enhance operational efficiency. The ideal candidate has a Matric certificate, CCNA, and over 5 years in ICT Service Desk roles, with strong skills in analytical problem-solving and team management. This role offers a hybrid working environment.

Qualifications

• 5+ years in ICT Service Desk or Service Assurance environment.
• 3+ years in a managerial role within a technical environment.
• Strong understanding of IP, GSM, MPLS networks, and telecommunications.

Responsibilities

• Ensure timely handling of incidents and service requests.
• Conduct root cause analysis for recurring incidents.
• Prepare and present regular service performance reports.

Skills

Strong analytical and problem-solving skills

Excellent communication and stakeholder management

Leadership and team management

Proficiency in service management tools

Education

Matric certificate

CCNA

ITIL Foundation certification

Tools

CRM/Service Management systems (e.g., Siebel, Remedy)

Job description

A leading technology services provider in Gauteng is seeking a Problem Management Specialist to ensure reliable IT service delivery. You will manage incidents and problems, conduct root cause analyses, and lead a team to enhance operational efficiency. The ideal candidate has a Matric certificate, CCNA, and over 5 years in ICT Service Desk roles, with strong skills in analytical problem-solving and team management. This role offers a hybrid working environment.