Senior IT Problem Manager & Analysis Lead

Discovery Limited; Johannesburg; Sur place; ZAR 900 000 - 1 200 000; Plein temps

Résumé du poste

Discovery Limited’s Technology Services seeks a Senior Problem Analyst to lead problem management across infrastructure and major incidents. You will ensure timely restoration of services and provide progress updates to stakeholders.

You will maintain problem records, drive RCA/PIR activities, and produce formal reports for Exco and governance forums while guiding a team of problem analysts and coordinating with service owners to minimize disruption.

Qualifications

• Staff and discipline Management.
• Numerical skills.
• Strong Organizational skills (Ability to organize and structure high levels of information).
• Advanced Analytical and Data mining capabilities.
• Methodical and disciplined approach to work.
• Strong Problem-solving skills.
• Above average written and verbal communication skills (Able to write business and technical reports and present where required).
• In-depth knowledge of the IT infrastructure and ITIL beyond foundation level.

Responsabilités

• Manages the Problem Management / Major Incident processes within TS ensuring continuous improvement.
• Ensure timely resolution of Major Incidents and communicate within SLA.
• Maintain a log of known problems and manage relationships with business stakeholders.
• Investigate problems to identify root cause and track preventative actions.
• Provide RCA/PIR management and governance reporting for Exco and committees.
• Present Service Dashboard within Exco and discipline forums.

Connaissances

Problem management

ITIL knowledge

Analytical skills

Data mining

Staff management

SQL

Excel

Communication skills

Formation

Matric

ITIL V3 Foundations

ITIL Problem Management Practitioner or OSA

Outils

SQL

Excel

Visio

Description du poste

Discovery Limited’s Technology Services seeks a Senior Problem Analyst to lead problem management across infrastructure and major incidents. You will ensure timely restoration of services and provide progress updates to stakeholders.

You will maintain problem records, drive RCA/PIR activities, and produce formal reports for Exco and governance forums while guiding a team of problem analysts and coordinating with service owners to minimize disruption.