Ezrom Sojane

With more than 5 years’ experience in Incident and Problem Management and System’s Maintenance, I am knowledgeable in:

•              working cross-functionally within the organization to deliver quality and satisfaction to

both internal and external customers

•              supervision of daily Incident and Problem Management processes, ensuring issues are proactively managed to resolution, impacts mitigated, and root cause eliminated

•              performing daily monitoring and identifying and mitigating potential issues before they

become incidents.

•              improving of the incident mean time to repair (MTTR)

•              establishing and maintaining a strong working relationship with Business and customers

to align and meet the defines incident SLAs.

•              performing statistical analysis and creating business reports 

•              performing QA and UAT testing on bug fixes and new functionalities

•              employing ITIL framework to align company objectives with business process

•              employing regulations and standards operations for internal and external auditing

•              ITIL processes, enabling continuous provision of quality support services.

Furthermore, while my on-the-job experience has afforded me a well-rounded skill set, I have completed the following qualifications:

• ITIL 4 Specialist: Create, Deliver and Support Certificates,
• ITIL 4 Foundation
• Business Analysis
• Practical Project Management

Incident Management Specialist

• Good knowledge in incident life cycle from Incident identification till Incident closure
• Prioritizing the Incidents based on the impact and urgency Closing the non-major incident within the agreed SLAs.
• Following the correct escalation process for the major incidents both functional escalation and hierarchical escalation
• Handled Critical Situation by following the Critical Situation Management procedures.
• Picking the alerts within agreed SLA
• Providing workaround and restoring business within minimum impact
• Resolving the alerts as per their priority.
• Good knowledge about difference between alerts raised from monitoring tool and incidents reported by users.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact for high value creation.
• Performed business analysis and Data analysis for proactive reduction in incident count and increasing stability in service operations ensuring high customer satisfaction.

• Business Systems are adequate, functional, and available always as per required service uptime.
• Performing Statistical Analysis and creating Business Reports on incidents
• Ensure that regulation and processes are adhered to through proper security measures.
• Creating and maintaining a knowledge base, support scripts, documentation, and procedures.
• Builds ITIL compliant Service Level Management processes knowledge within the IT Department.

Bachelor of Science – Mathematic and Chemistry

Vista University – 1996

Diploma in Engineering Science

Stellenbosch University – 2000

Master’s in engineering science

Stellenbosch University – 2002

Advanced Project Management

UNISA SBL – 2013

Introduction to Business Analysis

FTI - 2016

Professional Development:

• ITIL 4 Specialist: Create, Deliver and Support Certificate (2021)
• ITIL 4 Foundation Certificate (2019)
• Introduction to Business Analysis (FTI - 2016)