Problem Manager X2

Gijima Holdings; Midrand; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A reputable IT services company in Midrand is seeking an experienced professional to lead Problem Management efforts across various services and ensure adherence to ITIL frameworks. Candidates must possess an IT Certificate or Diploma, alongside 3 to 5 years of experience in the IT industry and a strong understanding of service delivery. The role demands effective communication and problem resolution skills, focusing on continuous improvement and quality monitoring. A collaborative mindset is essential for maintaining strong client relations and achieving organizational goals.

Qualifications

• 3 to 5 years experience in the IT industry with focus on outsourcing.
• 2 to 3 years experience in Service Support Services and Delivery.
• 1 year experience in IT Operations Environment is advantageous.

Responsibilities

• Ensure effective Problem Management process across clients.
• Manage problems ensuring root cause resolution.
• Support Service Lines in executing Problem Management process.
• Integrate incidents with Problem Management as defined.
• Provide support for Change Management processes.
• Ensure effective SLA reporting in responsibility area.
• Adhere to ITIL frameworks in the role.
• Initiate process improvements in area of responsibility.
• Monitor Problem Management against key performance indicators.
• Support incident management as required.

Skills

Problem resolution skills

Communication skills

Interpersonal skills

Decision making skills

Customer relations skills

Collaboration skills

Education

Grade 12

IT Certificate / Diploma

Tools

ITIL Foundation certification

ITIL Practitioner certification

Job description

FORMAL EDUCATION :

• Grade 12
• IT Certificate / Diploma

TECHNICAL CERTIFICATION :

• Successful completion of the ITIL Foundation certification exam
• ITIL Practitioner certification advantageous

EXPERIENCE :

• Experience in the IT industry with specific focus on Outsourcing 3 to 5 years
• Experience in Service Support Services and Service Delivery 2 to 3 years
• Experience in the IT Operations Environment will be an advantage 1 year

RESPONSIBILITIES :

• To take ownership to ensure a functional, effective and efficient Problem Management process across clients, service lines and locations
• To take the leading role in the management of all problems by ensuring efficient root cause and preventative measures are attained
• Provide support and coaching to the Service Lines to effectively execute the Problem Management process
• Effective integration and handover of incidents to Problem Management as defined by existing processes
• Provide integration and support to the Change Management processes as required
• Ensure effective SLA reporting and required management information in area of responsibility
• Responsible for the adherence to ITIL frameworks in area of responsibility
• To take accountability to operate a continuous improvement process to initiate process improvements within area of responsibility
• Monitor the overall Problem Management Process against key performance indicators in order to evaluate process quality
• Operate a continuous improvement process to initiate process improvements within area of responsibility
• Support incident management with standby and incident management capacity

KEY COMPENTENCIES : KNOWLEDGE :

• Good understanding of business strategies and business process management.
• Strong technical understanding of hardware, software, application development, operations and networks
• Thorough knowledge of ITIL and / or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management

SKILLS :

• Strong Problem resolution skills
• Communication skills : ability to express clearly, articulate and encourage open communication.
• Effective interpersonal presentation and interpersonal skills
• Decision making skills : makes decisions and understand the implications of a decision
• Customer relations skills : keep closer to the customer to build relationship
• Collaboration skills : build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business

PERSONAL ATTRIBUTES :

• Analysing
• Writing and Reporting
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Relating and Networking
• Working with People
• Learning and Researching
• Persuading and Influencing
• Planning and Organising
• Deciding and Initiating Action
• Creating and Innovating