Job Description

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Provide technical support through diagnosing incidents/problems to determine cause of incidents/problems in order to resolve incidents/problems quickly and facilitate teams assembled to resolve incidents/problems.

Requirements

Matric
A relevant diploma or degree in Information Technology
4-6 years' experience in a service environment
Proven specialised knowledge and relevant experience of the ITIL Service Management Framework

Duties & Responsibilities

Internal process:

Classification and initial support of incidents/problems
Investigation and analysis of incidents/problems
Routing of incidents/problems to relevant team
Ensure resolution of incidents/problems
Ensure incidents/problems closed
Incident monitoring, tracking and communication
Identify recurring incidents for problem management to resolve root cause
Effective and consistent communication to stakeholders on issue resolution progress
Analyse all incidents/problems to identify process and system inefficiencies
Report regularly to relevant stakeholders on findings to drive process improvements and issue awareness
Initiate correct action for improvements where relevant
Identify multi-disciplined team members required to resolve incidents/problems
Facilitate multi-disciplined team to resolve incidents/problems
Identify work arounds or resolution for incidents/problems
Identify root cause for problems
Draft incident/problem report


Client Services:



Build and maintain relationships with internal and external stakeholders
Deliver on service level agreements made with internal and external stakeholders in order to ensure that stakeholder expectations are managed
Make recommendations to improve systems and processes
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional service


People:



Develop and maintain productive and collaborative working relationships with peers and stakeholders
Positively influence and participate in change initiatives
Continuously develop own expertise in terms of professional, industry and legislation knowledge
Contribute to continuous innovation through the development, sharing and implementation of new ideas
Take ownership for driving career development


Finance:



Identify solutions to enhance cost effectiveness and increase operational efficiency
Manage financial and other company resources under your control with due respect
Provide input into the risk identification processes and communicate recommendations in the appropriate forum

Competencies

Business Acumen
Client/ Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Technical
Communication Skills
Collaboration
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness
* Problem Solving