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 availabilityProblem 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 sessionsGeneral- Provides support to ITSM- Provides support to change and release management- Provides support to ITAM teamsFormal Education:- Matric- Degree or relevant qualification in Information technology or similarTechnical/ 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 OfficeExperience:- 3 years experience working with in Incident and problem management in an IT environment- IT environment