Incident Management - Creates and Maintains Policies and processes relating to IT Incident Management Lifecycle - Drives adoption of policies and procedures - Drives a collaborative approach when dealing with incidents to achieve and 85% success rate in incident resolution - Engages IT and stakeholders to ensure incidents are resolved as quickly as possible - Identify and highlight risks during incident resolutions - Ensures successful incident resolution - Assists in compiling stakeholder readable post incident reports - Provides support to the project management teams for post deployment incident management - Provided daily, weekly and monthly reports on incidents and application availability Problem Management - Creates and Maintains Policies and processes relating to Problem Management - Drives adoption of policies and processes - Adopts a collaborative approach when dealing with ongoing problems - Provides visibility to Management and Stakeholders on completed and outstanding preventative actions - Provides trend analysis reports - Ensures root cause analysis reports are documented and stored for sharing purposes - Setup meetings, shares agendas and writes and shares meeting minutes for root cause analysis sessions General - Provides support to ITSM - Provides support to change and release management - Provides support to ITAM teams Formal Education: - Matric - Degree or relevant qualification in Information technology or similar Technical/ Legal Certification: - A+ - ITIL Foundation - ITIL Asset Management (Advantage) - ITIL Release Control and Validation V3 or (Advantage) - ITIL Service Transitioning V3 (Advantage) - ITIL V4 Create, deliver and Support - ITIL V4 Drive Stakeholder Value (Advantage) - Kepner Tregoe problem solving or similar - Advanced Microsoft Office Experience: - 3 years experience working with in Incident and problem management in an IT environment - IT environment