IT Incident and Problem Specialist C - Randburg, South Africa - FirstRand

FirstRand

Verified Company

Randburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintained

experience and qualifications:

Minimum Qualification
Relevant Diploma in any IT related field

Preferred Qualification

Relevant Degree in any IT related field
Experience 3 to 5 years experience in a similar environment
additional requirements:
Extensive experience in areas of IT Technical support, especially end-user support
Ability to translate technical speak to business or non-IT stakeholders
Ability to collaborate with other IT support functions in the bank
Co-ordinate operational project tasks affecting end-user support
Receive SLA and QA reports from Service desk to help drive improvement initiatives
Be the customer advocate for end user technology and business areas by being a point of escalation and feed into incident management
Assist with new deployments, moves and migrations and assist with change management and co ordination
Update standard operating procedures on a regular basis and manage the service catalog
Assist with business comms to reach internal business units
Receive feedback from SLA reviews and action business requirements

responsibilities:

Deliver internal and external customer service excellence through adherence to quality service standards
Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs
Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
Continuously assess own performance, seek timely and clear feedback and request training where appropriate
Compile reports that track progress and guide business to make informed decisions
Ensure compliance to legislative and audit requirements and adherence to relevant processes
Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environment
Investigate and analyse all recorded incidents to determine the underlying causes thus enabling appropriate and timely recovery and resolution
Responsible for decisions related to prioritisation and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritisation
Identify incidents and problems, and analyse and recommend service improvement plans with the possible solutions obtained from technical teams
Design, maintain and review the efficiency and effectiveness of the incidents and problem management processes