(1622) Problem and Incident Management Manager – BSTD

Brief description

The main purpose of this position is to manage the Problem and Incident Management processes to reduce the impact of IT incidents on end users. This includes tracking IT incidents, performing trend analysis, conducting post-mortems after major incidents and organising the problem management team to carry out root cause analysis.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Prioritise and escalate IT incidents, coordinate the incident response team and facilitate the implementation of workarounds.
• Track IT incidents, perform trend analysis, conduct post-mortems after major incidents and organise the problem management team to carry out root cause analysis.
• Lead multiple incident response teams across the South African Reserve Bank (SARB) during escalated IT incidents and ensure adherence to the process.
• Liaise with third-party suppliers to resolve IT incidents.
• Implement various root cause analysis techniques to identify the root causes to IT problems.
• Facilitate the assessment of problem and incident process maturity and drive the maturation of the processes.
• Train and coach all support tiers in problem and incident management processes.
• Keep abreast of developments in IT service management and standards related to best practices of incident and problem management.
• Track and analyse trends in incident reports and generate statistical reports to support proactive problem management.
• Analyse the performance of incident management activities and document resolutions, identify problems and deliver solutions to enhance service quality and prevent future issues.