Problem Manager

Job Overview

The Problem Manager will take initiative in managing and facilitating the resolution of IT-related problems that affect service delivery. This role is responsible for identifying root causes of outages and ensuring their resolution to prevent future occurrences. Emphasis is placed on applying problem management methodologies while engaging and influencing various stakeholders.

Key Responsibilities

• Perform trend analysis related to post-change occurrences of specific problem types.
• Analyze incident faults and recurring issues by carrying out root cause analysis to identify critical problem areas.
• Assess and classify impact, urgency, and priority of problems.
• Document root causes and review supporting information thoroughly.
• Validate workarounds before implementation and collect relevant diagnostic data.
• Update problem status to known error once root cause and workaround are established.
• Determine the necessity of raising change requests and logging additional problems.
• Maintain and update the known error database, especially when new releases are introduced.
• Record all activities and lessons learned for the knowledge database to prevent future issues.
• Review unresolved known errors at installation time to ensure timely resolution.
• Contribute actively to Nedbank's transformation culture, supporting business strategy and corporate social initiatives.
• Keep current with industry developments to foster personal and professional growth.
• Model the Nedbank vision and values as a leader within the team.
• Identify opportunities for procedural enhancements to add value to the organization and team goals.
• Share knowledge widely within a diverse team to promote continuity and success.
• Provide regular reports and analysis on incidents’ severities and trends according to set timelines.
• Advise clients and users on progress, workarounds, and fixes related to their reported problems.
• Monitor active problems and severity levels, escalating issues when thresholds are met.
• Develop a network across Group Technology to ensure adherence to problem and incident management processes.
• Provide timely progress updates to stakeholders.
• Work proactively to reduce incident percentages by monitoring and analyzing recurring issues.
• Communicate disruptions in service appropriately to service level management.

Qualifications & Experience

• Minimum education: Matric / Grade 12 / National Senior Certificate.
• Preferred: BSc IT or BCom with a focus on informatics and/or project management certification.
• ITIL Foundation certification is essential.
• At least 5 years of IT experience including 2-3 years in Problem Management.
• Minimum of 2 years of operational or related experience and 1 year in project management.
• Experience with ServiceNow platform.

Additional Information

For inquiries, candidates may reach out to the Nedbank Recruiting Team via phone at +27 860 555 566.