Business unit, Department, Reporting
| Business Unit |
Operate PaaS and SaaS |
| Department |
AMS Outsource |
| Job grade/level |
S6 |
Core Description
Responsible for managing the lifecycle of problems and escalations to minimize the impact of incidents and prevent recurrence. This role ensures effective root cause analysis, timely resolution of critical issues, and strong communication with stakeholders while maintaining compliance with ITIL processes and organizational standards.
Key Deliverables / Primary Functions
- Identify, document, and manage problems and escalations from both business and IT perspectives.
- Investigate and diagnose root causes of incidents and problems, coordinating with technical teams for resolution.
- Analyse incident and problem data to identify trends and implement preventive measures.
- Ensure all problems and escalations are tracked and managed according to established procedures.
- Escalate critical issues promptly and maintain visibility with senior management and stakeholders.
- Coordinate implementation of fixes, workarounds, and permanent solutions.
- Maintain JIRA administration and ensure accurate documentation of all activities.
- Participate in post-incident reviews and contribute to continuous improvement of problem management processes.
- Communicate effectively with stakeholders, including end-users, technical teams, and management.
- Stay updated on relevant technologies and industry best practices.
|
Core Functional Skills & Capabilities
Release Management
Software Development Methodologies
Analytical and Problem Solving
Problem management
Service Level Agreement (SLA) Management
Core Behavioural Competencies
Delivering Results & Meeting customer expectations
Applying expertise & Technology
Job Match
Working with people
Writing and Reporting
Presenting and Communicating information
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
|
3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
Or
5 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
|
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Level of engagement - Engagement will all levels within the organisation, internal and external to the business.
Span of control - 0
Special Requirements / Employment Condition
Valid Drivers license
Ability to work extended /long hours as and when required
Willing to travel
Workplace / Physical Requirements
Full-time Client Based Position
