Senior Problem Management Lead

Discovery Limited; Sandton; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Discovery Limited's Technology Services is seeking a Senior Problem Analyst to lead problem management and major incident efforts. You will correlate incidents, supervise RCA activities, and drive improvements across the ITIL discipline.

The role requires 3–5 years in problem management and related service management, with strong analytical, reporting, and leadership capabilities within a dynamic environment.

Qualifications

• Matric, ITIL V3 Foundations and ITIL Problem Management Practitioner or OSA.
• Higher education degree required.
• 3–5 years in a problem management field.
• 2–5 years in a service management or support management role.

Responsibilities

• Manage the Problem Management and Major Incident processes within TS to continually improve service delivery.
• Ensure Major Incidents from infrastructure service failures are resolved timely and communicated within SLAs.
• Maintain a log of known problems and manage relationships with the business.
• Produce detailed management reports and dashboards for Exco and governance forums.
• Lead a team of problem analysts and coordinate RCA/PIR and problem forums.

Skills

Staff management

Numerical skills

Organizational skills

Analytical skills

Data mining

Written communication

Report writing

People management

ITIL knowledge

SQL basics

Advanced Excel

Visio skills

AI basics

Education

Matric

ITIL v3 Foundations

ITIL Problem Management Practitioner

OSA

Higher degree

Tools

Kepner-Tregoe

Knowledgebase tooling

Job description

Discovery Limited's Technology Services is seeking a Senior Problem Analyst to lead problem management and major incident efforts. You will correlate incidents, supervise RCA activities, and drive improvements across the ITIL discipline.

The role requires 3–5 years in problem management and related service management, with strong analytical, reporting, and leadership capabilities within a dynamic environment.