Problem Manager II

Role Overview

The Problem Manager II is responsible for proactively managing and facilitating the resolution of IT problems that affect service delivery. The role focuses on identifying root causes for outages, tracking progress toward resolutions, and applying problem management methodologies through effective stakeholder networking and influence.

Key Responsibilities

• Perform trend analysis relating to issues occurring after system changes.
• Analyze recurring incidents and faults through root cause analysis to identify critical problem areas.
• Classify problems according to impact, urgency, and priority.
• Conduct root cause investigations, referencing appropriate documentation.
• Ensure workarounds are thoroughly tested prior to deployment and collect diagnostic information.
• Update problem statuses to "known error" when root cause and workaround are established.
• Determine when change requests need to be initiated or if additional problems should be logged.
• Maintain and update the known error database with details of new software releases.
• Document all activities and lessons learned to prevent future disruptions through knowledge base updates.
• Review unresolved known errors at the point of installation.
• Participate in organizational culture initiatives, business strategy development, and corporate social investment programs.
• Keep current with advancements in the field to support personal and professional development.
• Exemplify Nedbank's vision and values through leadership and conduct.
• Identify and propose process improvements that add value and enhance team performance.
• Ensure knowledge sharing, continuity, and team success by active participation and collaboration.
• Provide reports and analysis on problem severities and trends within agreed timelines to support decision-making.
• Communicate advice and updates on progress, workarounds, and fixes to affected users.
• Monitor problem volumes and severity levels, escalating as necessary when thresholds are reached.
• Network extensively across Group Technology areas to ensure compliance with incident and problem management processes.
• Prepare and deliver progress reports to stakeholders.
• Drive reductions in incidents and problems impacting client service by monitoring trends and recurring issues.
• Advise service level management on disruptions needing communication.

Qualifications and Experience

• Minimum educational requirement: Matric/Grade 12/National Senior Certificate.
• Preferred degree: BSc in IT or BCom with informatics and/or project management certification.
• ITIL Foundation certification is essential.
• At least 5 years of IT experience, including 2-3 years specifically in problem management.
• A minimum of 2 years operational or related experience.
• 1 year of experience in project management.
• Experience with ServiceNow platform.

Additional Information

For inquiries, contact Nedbank Recruiting at +27 860 555 566.