Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa's transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey.
Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.
At Nexio, we have identified five major reasons why our people want to work for us:
They get rewarded for their efforts.
They have opportunity to work with high energy team.
They form part of the Vodacom/Vodafone Group
There are opportunities to grow their careers.
They build trust and Lead with a competitive culture.
The Problem Manager is accountable to the Problem Management Process Owner and performs the day-to-day operational and managerial tasks demanded by the process activities. The Problem Manager will be responsible for managing the lifecycle of all problems and ensuring that incidents do not recur. This includes identifying root causes of incidents, implementing corrective measures, and improving overall service quality. The ideal candidate will have a strong background in IT Service Management (ITSM) and a proactive approach to problem-solving. KEY ACTIVITIES
Ensure that the Problem Management process is conducted correctly
Ensure that the Problem Management KPIs are met
Ensure that the Problem Management process operates effectively and efficiently
Ensure that Problem Management Staff are empowered in their jobs
Ensure that process, procedure and work instruction documentation is up-to date
Provide management and other processes with steering information
Maximize the fit between people, process and technology
Promote the (correct) use of the process
Coordinate all Problem Management activities
Liaise with all problem resolution groups to ensure swift resolution of Problems within SLA targets
Ownership and protection of the Known Error Database
Gatekeeper for the inclusion of all Known Errors and management of search algorithms
Ensure formal closure of all Problem Records
Liaison with suppliers and contractors to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data
Arrange, run, document, and coordinate all follow-up activities relating to Major Incident Reviews
Update the process and procedures documentation
Initiate and update the process work instructions
Monitor the Problem Management process, using Key Performance Indicators and reports
Function as a point of escalation for Problem Management Analysts
Attend meetings with the Problem Management Process Owner and Problem Management Analysts
Attend Change Advisory Board (CAB) meetings concerning Problem Requests for Change (RFC)
Assess the possibility of the approval of any RFCs generated by the Problem Management process
Escalate to line management and the Problem Management Process Owner in case of a conflict between Process and Line Management. Escalation reports are sent to the Process Owners and line management
Coach Problem Management Process Analysts in the correct use of the process
Identify training requirements
Identify opportunities for improving the tools and techniques used
Identify improvement opportunities to make the Problem Management process more effective and efficient
Identify and improve operational alignment between various processes
Produce steering information in the shape of management reports
Produce steering information for other processes
Promote the correct use of the Problem Management process within all departments and sections
Audit and review the Problem Management process periodically
KEY COMPETENCIES
Ability to systematically break down complex problems and analyze the root causes
Strong understanding of relevant technologies, systems, and tools used within the organization.
Ability to use problem management software and tools effectively.
Excellent verbal and written communication skills to convey findings, recommendations, and updates clearly.
Ability to interact with stakeholders at all levels, from technical staff to senior management.
Strong project management skills to coordinate problem resolution activities, track progress, and ensure timely completion.
Ability to prioritize tasks and manage multiple issues simultaneously.
PROFESSIONAL COMPETENCIES
High ethical standards and integrity in handling sensitive information and making decisions.
Commitment to maintaining confidentiality and ensuring compliance with organizational policies and regulations.
Ability to lead and motivate a team, providing direction and support to ensure successful problem management.
Strong influence and negotiation skills to drive changes and improvements across the organization.
Understanding of risk assessment and mitigation strategies to prevent potential problems.
Ability to develop contingency plans and manage risks associated with problem resolution.
QUALIFICATIONS & EXPERIENCE
Minimum of 3-5 years of experience in IT Service Management or a related field
Bachelor's degree in computer science, Information Technology, or a related field.
ITIL Foundation certification is required; advanced ITIL certifications are preferred
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