Job Description

Western Cape, Kenilworth

Business unit, Department, Reporting

Business Unit Cloud Platform Solutions
Department Cloud & Infrastructure Solutions
Job grade M5

Core Description

This role is for an SDM I&T Incident & Problem Management to manage and maintain I&T service levels on behalf of the customer. The position will be accountable for managing the major incident process for urgent and high business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolutions are all managed with urgency, care and professionalism. The incumbent will be responsible for incident and problem resolution, working collaboratively across multiple departments and 3rd parties to identify root cause, identify, record and resolve problems and avoid incidents

Key Deliverables / Primary Functions

• Facilitate interactions between service providers and internal service team to resolve problems or improve service in the infrastructure division
• Manage major incidents from identification to service restoration and closure
• Drive Root Cause analysis and produce the RCA documentation within SLAxe2x80x99s
• Communicate major incidents to internal & external customers within contracted SLAxe2x80x99s
• Identify changes in the support processes and change the Incident Management process accordingly
• Provide input to various I&T teams in order to ensure a smooth running of services
• Manage relationships with the Service Desk outsource provider and ensure SLAxe2x80x99s are met
• Drive business improvements with the Service Desk outsource provider and lead post incident review meetings
• Report on major incident service level compliance statistics to the Service Delivery & Account Managers
• Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
• Identify, initiate and execute opportunities for improving service delivery processes
• Ensure Respond & Resolution times for Major Incidents are within client contracted SLAxe2x80x99s

Core Functional Skills & Knowledge

ITIL Service Management

Business Acumen

Analytical and Problem Solving

Microsoft Office

Core Behavioural Competencies

Job Match

Creating & Innovating

Leading and supervising

Persuading and Influencing

Working with people

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology

OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

+ 5 years relevant experience including management experience in a service delivery role

Or

+ 7 years relevant experience including management experience in a service delivery role

Certifications

ITIL Foundation

ITIL Expert an Advantage

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control 0-3
Level of Engagement Interacting with clients, clients service providers as well as relevant stakeholders within BCX.

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required

Valid Drivers license

Drivers Licence and Reliable Vehicle - both required

Workplace / Physical Requirements

Hybrid Remote Worker

Client Roaming

Billable

Western Cape, Kenilworth

BCXP