Specialist: Problem Management

Business unit, Department, Reporting

Core Description

The Specialist:  Problem Management at BCX is responsible for overseeing and driving the problem management process within the organization/s. This role focuses on identifying, investigating, and resolving problems to ensure minimal disruption to IT services. The individual in this role will proactively manage and prevent the reoccurrence of issues by implementing long-term solutions., dealing with both internal and external stakeholders, ensuring we stay within the agreed SLA’s.

Key Deliverables / Primary Functions

•    Lead the identification, investigation, and resolution of system errors, ensuring adherence to SLAs.
•    Monitor known errors and provide support during major incidents, conducting thorough root cause analysis.
•    Proactively identify recurring issues and implement permanent solutions to prevent future problems.
•    Develop and enhance processes, procedures, and tools for efficient problem management across the organization.
•    Produce detailed reports on problem resolution performance and present findings to senior leadership.
•    Chair and facilitate problem management meetings, guiding discussions on problem-solving strategies.
•    Assess and mitigate operational risks, aligning with the organization’s risk management processes.
•    Foster collaboration across BCX divisions, partners, vendors, and customers to enhance service quality.
•    Maintain an up-to-date database of incidents and problems, ensuring documentation and compliance standards.
•    Lead and coordinate problem-solving teams during critical incidents, ensuring timely resolution.
•    Ensure the quality and accuracy of stakeholder communications related to problem incidents and resolutions.
•    Deliver team leadership through mentoring and coaching, fostering a culture of continuous improvement and collaboration.
 

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