Business unit, Department, Reporting
Business Unit Digital Platform Solutions Department Digital EAS – Outsourcing & AMS - Vodacom Job grade OP1
Core Description
Responsible for supporting the problem management process within the client’s organization. The primary focus of this role is to identify, diagnose and resolve incidents and problems within the organization's IT infrastructure and software platforms.
Key Deliverables / Primary Functions
- Assist senior problem managers in identifying and documenting incidents and problems both from a business and IT perspective
- Investigate and diagnose incidents and problems, working with technical teams to identify the root cause.
- Contribute to the development and maintenance of the organization's problem management process.
- Analyse incident and problem data to identify trends and patterns that may indicate underlying issues.
- Ensure all incidents and problems are tracked and managed according to established procedures.
- Escalate incidents and problems as appropriate, ensuring that senior problem managers and technical teams are aware of critical issues.
- Coordinate with technical teams to implement fixes and workarounds for incidents and problems.
- Participate in post-incident reviews to identify areas for improvement in the problem management process.
- JIRA Administration
- Process Management: Coordinating, compiling and maintaining reports on required operational documentation and key process overviews to map application support processes
- Communicate with stakeholders, including end-users, technical teams, and management, to keep them informed of incident and problem status.
- Maintain up-to-date knowledge of relevant technologies and industry best practices
Core Functional Skills & Capabilities
Analytical and Problem SolvingRelease ManagementService ManagementProblem managementSoftware Development MethodologiesCore Behavioural Competencies
Job MatchApplying expertise & TechnologyDelivering Results & Meeting customer expectationsPresenting and Communicating informationWorking with peopleWriting and ReportingMinimum Qualifications
NQF 4: Grade 12 National DiplomaAdditional Education -Preferred /Advantage
Experience
2 - 3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
Certifications
ITILProfessional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control 0 Level of Engagement Engagement will all levels within the organisation, internal and external to the business.