Problem Manager II

Job Purpose To pro-actively manage and facilitate the resolution of problems that impact IT service delivery. Ensure that route cause is identified for all outages and the progress of tracking the resolution of these and preventing future outages. Focus applying problem management methodology through the networking and influencing of stakeholders.Job Responsibilities

• Conduct trend analysis as per the post-change occurrence of particular problem type.
• Analyse incident faults of a particular type, and recurring problems of a particular type or with an individual item through root cause analysis. Identify the most critical problem areas.
• Determine impact classification, urgency classification, and priority classification.
• Conduct root cause and reference the relevant supporting documentation.
• Ensure workaround is tested before implemented, gather diagnostic data.
• Ensure workaround is tested before implemented.
• Ensure status of problem is changed to known error when root cause and workaround identified.
• Determine if a request for change must be raised, and if further problems must be logged.
• Ensure known error database is updated when new releases are released.
• Ensure future obstacles are removed by recording all activities and learning in the knowledge database.
• Review list of known errors unresolved at time of installation.
• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
• Stay abreast of developments in field of expertise, ensuring personal and professional growth.
• Understand and embrace the Nedbank vision and values, leading by example.
• Identify opportunities to improve or enhance processes, adding value to Nedbank. Contribute to the achievement of team goals.
• Ensure knowledge management, continuity and team success through constructive participation in a diverse team and by sharing knowledge with team.
• Provide input for decision making, repors on number of severities and MIS analysed daily for trends as per the agreed timelines.
• Provide advice and information on progress, workarounds and fixes that should be communicated to user who reported the problem. Understand and meet client needs.
• Monitor the current number of problems and their severity levels and escalate if the thresholds are reached.
• Work towards building a network across all areas in Group Technology. Ensure adherence to problem management and incident management procedures, process or procedural improvement.
• Ensure progress reports are available to stakeholders .
• Ensure incidents percentages reduction in incidents and problems affecting service to clients through consistent monitoring and trend analysis of recurring incidents.
• Provide input on disruption in service that needs to be communicated to service level management. Essential Qualifications - NQF Level
• Matric / Grade 12 / National Senior Certificate Preferred Qualification
• BSC IT or BCom –informatics and/or project management certificate Essential Certifications
• ITIL certification (foundation) Minimum Experience Level
• 5 Years IT Experience
• 2-3 years Problem Management
• 2 years operational or related experience
• 1 year project management experience
• ServiceNow experience
• ITIL Quliafication

- Please contact the Nedbank Recruiting Team at +27 860 555 566