Specialist: Problem Management

Business unit, Department, Reporting Business Unit Operate Department Service Excellence & Quality Job grade/level S5 Core Description The Specialist: Problem Management at BCX is responsible for overseeing and driving the problem management process within the organization/s. This role focuses on identifying, investigating, and resolving problems to ensure minimal disruption to IT services. The individual in this role will proactively manage and prevent the reoccurrence of issues by implementing long-term solutions., dealing with both internal and external stakeholders, ensuring we stay within the agreed SLA’s. Key Deliverables / Primary Functions • Lead the identification, investigation, and resolution of system errors, ensuring adherence to SLAs. • Monitor known errors and provide support during major incidents, conducting thorough root cause analysis. • Proactively identify recurring issues and implement permanent solutions to prevent future problems. • Develop and enhance processes, procedures, and tools for efficient problem management across the organization. • Produce detailed reports on problem resolution performance and present findings to senior leadership. • Chair and facilitate problem management meetings, guiding discussions on problem-solving strategies. • Assess and mitigate operational risks, aligning with the organization’s risk management processes. • Foster collaboration across BCX divisions, partners, vendors, and customers to enhance service quality. • Maintain an up-to-date database of incidents and problems, ensuring documentation and compliance standards. • Lead and coordinate problem-solving teams during critical incidents, ensuring timely resolution. • Ensure the quality and accuracy of stakeholder communications related to problem incidents and resolutions. • Deliver team leadership through mentoring and coaching, fostering a culture of continuous improvement and collaboration. Core Functional Skills & Capabilities Incident Management Technical Report writing Analytical and Problem Solving Problem management Core Behavioural Competencies Job Match Adapting & Responding to change Adhering to principles and values Presenting and Communicating information Writing and Reporting Applying expertise & Technology Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or Engineering OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience 3 years IT Problem Management Experience Or Grade 12- & 5 years IT Problem Management Experience Certifications ITIL Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Billable