Problem Manager

SUMMARY:
Our client based in Centurion is urgently looking for a Problem Manager to join their team

100% In Office: Initial 6-month Contract for long-term assignment with an option to go permanent
Rate- R368 per hour (R59 000 p/m)

POSITION INFO:
PROBLEM MANAGER:

• Requirement:
• Relevant Tertiary Qualification or experience.
• ITIL® 4 Practitioner: Problem Management Required. 
• ITIL Problem Management Required
• 5 years + experience as Problem / Service Delivery Manager. Required
• 5 years + experience in facilitating Root Cause Analysis (RCA) Meetings, document Causes and remedial actions with high degree of quality.
• IT Technical acumen.  Required
• 7 years + experience as Project Manager will be an advantage.
• Prince II / PMP / PM BOK / Agile Scrum courses / certifications will be an advantage.

• IT Operations Management
• Facilitating Root Cause Analysis (RCA) Meetings and compile and present recommendations.
• Ensure increase reliability of IT services
• Reduce losses and costs caused by IT service unavailability or degradation
• Fulfil service quality targets
• Reduce technical debt
• Anticipate utilization of IT support resources
• Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.
• Provide guidance on the processes and activities of the Problem Management practice and their roles in the service value chain, the organisations and people involved in the practice,
• Provide guidance on information and technology supporting the practice, and considerations for partners and suppliers.
• Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors.
• Research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors.
• Engage in proactive problem management by analysing trends or historical data of incidents and services.
• Report directly to the CTO, and management of the support staff.
• Make high level presentations to Executive Management

• Leadership skills
• Analytical skills
• Written and verbal communication skills at all levels of the organisation.
• Presentable with corporate demeanour.
• Ability to work independently as well as in a team.