ITSM Incident & Problem Analyst (EE/AA)

SUMMARY:
Position: ITSM Incident & Problem Analyst (EE/AA) Work type: Permanent Location: Eastgate, Johannesburg Salary: Negotiable Closing Date: Monday, 15 February 2021

POSITION INFO:

Position: ITSM Incident & Problem Analyst (EE/AA)
Work type: Permanent
Location: Eastgate, Johannesburg
Salary: Negotiable
Closing Date: Monday, 15 February 2021

Introduction:

• Our client is seeking a ITSM Incident & Problem Analyst, which can function in a highly-demanding role in a high-pressure environment, who is resilient and be able to work well under pressure.
• Identify and investigate incident and problems. Conduct root cause analysis and identify suitable solutions to ensure availability and reliability of applications, services, infrastructure, and platforms.

Desired Experience & Qualification:

• Candidates are required to have a minimum of 5 years + ITSM Incident Experience
• Candidates are required to have a minimum of 2 years + experience IT Service Desk Operations and ITIL
• Degree in Information Technology
• ITIL Foundation Certified

Knowledge:

• ITSM, MS-Active Directory, Network/Telcom/VMWare virtualization
• High-Severity triage, escalations, and issue management
• Ticketing tools
• Understanding of TCP/IP networking

Job Description:

• Manage ITSM – Incident, Problem, Change
• End to end management of all major incidents
• Automate the content and frequency of communications during major incidents
• Make sure to have key technical resources in the Severity 1 call to resolve the issue
• Continual maintaining and performing an audit regarding knowledge management, on-call roster
• Providing periodic major incident metric reports for the review and audit incidents for the SLA
• Supporting and helping for collecting of data for the process improvements
• Conduct trend analysis data
• Perform impact assessments
• Client and Executive Reporting
• Participate in the ongoing enhancement of Problem Management policies and procedures
• Participate in the evolution and maintenance of the CMDB whilst leveraging insights
• Facilitate discussions to establish root causes and solutions.

To apply, send CV''s to elsa@------

Contact:
Elsa Malan
Independent Consultant
Cell: -----
email : elsa@------

NB! This job is now closed. You can apply for other jobs by uploading your CV.