Problem and Escalation Manager - Sandton, South Africa - Dimension Data

Dimension Data Sandton, South Africa

17 hours ago

Description

Functieomschrijving

The Problem and Escalation Manager is required to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

This role also integrates with change management, incident management, and configuration management.

Key Role Responsibilities:

Analysing historical data to identify and eliminate potential incidents before they occur
Proactive Problem identification and recording
Problem investigation and diagnosis
Perform advanced issue analysis and resolution
Address major incident escalations
Identifying underlying causes of incidents and preventing recurrences
Developing workarounds or other solutions to incidents
Submitting change requests to change management as required to eliminate known problems
Document known error/possible solution and knowledge articles
Problem resolution and closure
Understand and influence client operating models

Key Skills:

Critical-thinking and root-cause-analysis skills
In-depth knowledge of ITIL and Project Management Techniques
Excellent time management and organizational skills to keep track of multiple problems
Demonstrate strong interpersonal and communication skills
Able to manage relationships with peers and managers
Team oriented
Goal orientated
Positive team player attitude with excellent verbal and written communication skills

Requirements

Atleast 5 years or more experience in a similar role
Relevant degree/qualification
CCNA (advantageous)
MSCE (advantageous)
Kepner-Tregoe certification (Preferable)

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