Search Results | JobVine South Africa

Problem Manager - Johannesburg

Salary Negotiable Johannesburg, Gauteng more than 14 days ago

My client is seeking a dynamic individual to manage the problem management process and a team of problem analysts.

Responsibilites

Document and present the Problem Reports related to identified problems.
Produce project management reports per team
Review incident trends to identify problems, or log problems escalated by other teams and maintain a register and knowledge base of known problems.
Convene a problem solving team, with input from various relevant stakeholders.
Coaching of team members for performance.
Ensures identifying, negotiating, implementing, managing, monitoring and improving Service Level Agreements with vendors and Operational Level Agreements with the business units and external vendors
Update the service desk categories to facilitate better identification and more accurate data on problems.
Managing the skills profile of the Problem Management team
Performance management
Creates and maintains the department Problem Management Methodology, Templates and process documentation standards.

Qualifications and experience

Degree or relevant diploma
8 years exp service desk environment
3 years at managerial level
3 years Problem Management experience
ITIL Practitioner (problem Management) & ITIL Management Certified
ITIL Services exams passed
Kepner & Fourie Root Cause Analysis Framework certified
Avaya & Call Master
Monitoring tools
Knowledgeable in ITIL processes
Business writing, Root cause analysis, Client Orientation and Statistical analysis and reporting
Will be required to work shifts

Salary is negotiable on experience.
If you have not heard from us in 2 weeks, please consider your application as unsuccessful. We will keep your cv for any suitable future roles. We also invite you to keep an eye on our adverts and to contact us to discuss other career opportunities.

Recruiter: CompuJobs