Ops Specialist: Problem Management

Business unit, Department, Reporting

Core Description

To perform Problem Management activities according to policy, process and procedures as agreed for contracted services to reduce the number of major incidents impacting the business.

To facilitate collection of information from incidents and drive Root Cause Analysis. Document Root Cause Analysis and remedial actions with a high degree of fidelity and quality, within stipulated SLA’s and OLA’s.

Monitor and drive corrective actions for RCA’s. Perform analytics. Produce reports on problem management activities.

Key Deliverables / Primary Functions

• Perform reactive problem management by identifying, investigating and resolving errors. Monitor progress on resolution of known errors and advise on major incidents/problems, identifying root causes within agreed SLA’s and OLA’s.
• Perform proactive problem management to identify potentially recurring problems and co-ordinate the establishment of permanent fixes that will prevent reoccurrence in the future. Identify trends and potential problem sources and facilitate expert recommendations on resolutions to prevent the replication of problems across multiple systems.
• Assist in improving processes, procedures and tools to achieve the control required for efficient and effective problem management.
• Produce reports on problem errors and problem resolution performance against agreed service levels.
• Keep SharePoint document repositories up to date.
• Chair and/or facilitate problem management meetings and reviews, providing input and feedback on problems/incidents being investigated.
• Manage the identification and effective mitigation of operational risk within the environment, in accordance with the defined risk management processes.
• Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors to deliver on service quality.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

• 3 years IT Problem Management Experience

Or

Grade 12- & 5 years IT Problem Management Experience

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements