IT Incident and Problem Specialist
Location: Johannesburg
Time Type: Full time
Posted on: Posted Yesterday
Time left to apply: End Date: October 31, 2024 (1 day left to apply)
Job Requisition ID: R21382
Job Description
To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity, and availability are maintained:
Build working relationships across teams and functional lines in order to enhance work delivery, collaboration, and innovation.
Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG.
Compile reports that track progress and guide business to make informed decisions.
Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability in the production environment.
Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages, and continuous improvement scoping and prioritization.
Design, maintain, and review the efficiency and effectiveness of the incidents and problem management processes.
Ensure that the ITIL processes regarding Incident management are adhered to.
Track alerting with respect to incident identification and ensure BU's implement alerting where needed if it was not in place for the incident identification.
Work with Change management regarding changes being implemented that will close off an incident or problem to ensure the loop is closed and incidents or problems linked to the change are closed accordingly.
Ensure the incident management process is well documented and understood by all BU's within CBP as well as communicated to BU's that are dependent on our services.
Provide monthly reports regarding Sev1 and Sev2 incidents experienced within CBP.
Ensure Incident reports are being created and distributed for critical outages.
Ensure that Jira's for corrective actions are being captured and followed up on.
Qualification and Experience
Preferred Qualification: Relevant Degree in any IT related field
Experience: 3 to 5 years experience in a similar environment
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
Closing Date: 31/10/24
All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
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