Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
Internet Solutions (IS) is a Pan-African telecoms service provider to public and private sector organisations that have, or want to establish a presence on the African continent. We have been providing innovative end-to-end telco solutions and related services for more than 20 years.
Today, IS is at the forefront of Internet Protocol-based technologies and we build solutions and services tailored to the increasingly complex demands of organisations across the enterprise, public sector, global carrier and growing small-to-medium business sectors. We serve multiple sectors through a number of brands, including IS, Ignite, VAST, ContinuitySA, MWEB, AlwaysOn, Synaq and Antfarm.
As a wholly owned subsidiary of the Dimension Data Group and part of NTT, IS leverages its infrastructure and global footprint to support organisations with the rapid deployment of emerging technologies.
Want to be part of our team?
The Problem Management Specialist takes responsibility for the problem management process for major incidents or repeated events or incidents to meet the expectations of clients as outlined in the relevant Service Catalogue/s. This role is accountable for facilitating the resolution of major incidents and facilitating the identification of root cause for major problems.
What you’ll be doing
PO 1: Design, implementation and maintenance of the Problem Management Process
- Design, implement and maintain Problem management policies, processes and procedures to support business operations and to prevent any recurrence of incidents
- Design the process to include reactive and proactive components including: reactive component which involves solving problems in response to incidents and the proactive component involves identifying and solving problems before incidents occur in the first place.
PO 2: Problem Identification
- Proactive problem identification and trend analysis
- Ensure that the problem information is collated by the Service Delivery Service Desk team and will assist with determining if a duplicate problem or if a workaround exists
- Maintain a Known Error Database containing all problems and workarounds
PO 3: Problem Validation
- Determine whether or not problems escalated from the incident management process are valid based on a set of predefined rules
- If the validation or problem criteria failed, the IS Problem Manager ensures the closure of the problem or refers it to the knowledge management process
- On problem validation verify the client’s entitlements and when required initiates the time and materials engagement procedure
PO 4: Problem Recording
- Apply the required IT Services Management rules and ensure that the problem is accurately identified and the correct category is assigned
- Record the problem description, priority and severity
- Ensure that associate configuration items are assigned to the problem record to determine whether related incidents exists within Service Now, ensuring that links to the incident are made to the problem record
PO 5: Classify and Assign Problem
- Examine ITSM rules and ensure the classification and assignment of the problem for resolution to the relevant resources
- Determine resource requirements and liaise with either internal or external resources (service provider) to ensure resolution of the problem
PO 6: Problem Investigation
- Ensure that the problem is investigated and diagnosed by the relevant team, confirming problem details and obtaining additional information when required
- Ensure that “problem assignee” performs preliminary analysis and root cause analysis, recording and communicating this to the relevant stakeholders
PO 7: Identify / Select Solution
- Oversee the investigating and diagnosing the root causes of a problem
- Identify and validate possible solutions which they will communicate to all relevant stakeholders
- Ensure that it is recorded in the problem register
- Develop a solution document and ensure that the solution is implemented following the required change management procedures
PO 8: Problem Close
- Confirm when the problem has been resolved and ensure the relevant communication to the Incident Manager
- Ensure that the problem record is updated, and conduct a major problem review meeting with the relevant stakeholders, post implementation of the solutions and quality check implementation solutions
Qualifications, Knowledge and Experience
Qualifications
Experience
General Qualification in Information Technology (Diploma) advantageous
ITIL Certification advantageous
5 years’ problem and incident management experience in a Telco
Competencies
Behavioural Competencies
Technical Competencies
Essential:
Applying Expertise and Technology
Advanced application of ITIL processes
Analysing
Advanced report writing skills
Deciding and Initiating Action
Advanced understanding of “how the business functions” – Business Acumen
What would make you a good fit for this role?
Looking to make a difference and shape the future? Join our growing team and accelerate your career with Internet Solutions. Apply today
Diversity in Internet Solutions
Internet Solutions is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary group
Apply here!