BCXP
Full Job Description
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 SLA’s Communicate major incidents to internal & external customers within contracted SLA’s 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 SLA’s 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 SLA’s 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
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 SLA’s Communicate major incidents to internal & external customers within contracted SLA’s 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 SLA’s 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 SLA’s 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
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