IT Incident and Problem Manager

Clicks Group LimitedCape Town, Western Cape, South Africa

30+ days ago

Job description

Job category : System engineering / consultancy

Location : Cape Town

Contract : Permanent

Remuneration : Market Related

EE position : Yes

About our company

Clicks Group

Introduction

We are looking to recruit an Incident and Problem Manager to form part of the IT Services and Operations Team in the Group IT department. The role will be based at Clicks Head Office in Cape Town and will report to the IT Service Operations Manager.

Job Purpose :

To lead the IT function in managing the IT outages to resolution through the proactive analysis of incidents. Determine trends leading the focus to resolving problems on a permanent basis based on agreed service level agreements whilst driving operational excellence.

Job Objectives :

To be the 1st point contact for all major incidents through the identification, scheduling and conducting of incident reviews

To ensure that the required technical or support teams respond to calls in a timely manner

To be the 1st point of contact for all problems and proactively manage in-depth investigations and conduct detailed analysis into IT related problems in order to minimise or prevent future breaks in service, and eliminate recurring incidents

To establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

To ensure all incident tickets are closed timeously in ITSM tool, based on respective severity lead times, ensuring minimal business impact, and initiate escalation procedure as appropriate.

To drive the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring, mitigating actions and service improvement initiatives (including people, process and technology elements)

To manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;

To monitor and report on key performance and quality indicators in relation to problem management, by keeping records up to date, providing accurate status updates and following up with key stakeholders

To ensure effective people management and development

To work collaboratively with all internal technical teams, service management as well as external stakeholders through effective communication on both incidents and problems raised

To prepare weekly / monthly reporting in respect of problems raised and provide input into incident management reporting

To participate in meetings related to problem management as well as incident management, inclusive of service owners as well third party vendors

To support the business with a view of re-occurring incidents and assist with the implementing of additional controls and / or process improvements.

Qualifications and Experience :

B. Degree or 3 Year diploma in Information Technology

3-5 years relevant experience (preferable experienced broadly across multiple areas of IT)

Skills, Abilities and Job Related Knowledge :

Operational and strategic planning skills

Interpersonal skills

Conceptual / analytical ability

Integrity and honesty

High level business communication

Business acumen

Ability to deal with pressure

Time management

Ability to delegate

Coaching and ability to manage staff

Decision making ability.

Job Related knowledge

Understanding of the retail industry

Extensive working knowledge of ITIL framework and processes at a senior management level with respect to business areas, software, technology, infrastructure and operations Comprehensive understanding of best practice IT service strategies, processes and standards

Thorough working knowledge of commercial and vendor management relative to Information Technology (management of contracts, service level agreements, pricing models).

Leading and Deciding

Presenting and Communicating information

Analysing

Delivering Results & Meeting Customer Expectations

Adapting and Responding to change

Coping with Pressure & Setbacks

#J-18808-Ljbffr

Create a job alert for this search

It Manager • Cape Town, Western Cape, South Africa

Related jobs

Promoted

Major Incident Manager

CollinsonCape Town, Western Cape, South Africa

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies, predominantly through the provision of travel related benefits within a market leadin...Show moreLast updated: 30+ days ago

Promoted

IT OPERATIONS AND IT SECURITY MANAGER (6 - 12 months contract)

Elev8WorkFromHome, Western Cape, South Africa

IT OPERATIONS AND IT SECURITY MANAGER (6 12 months contract) Cape Town (Western Cape SA) Preferable OR The Netherlands / Ireland / UK (Hybrid). Highly Competitive Package depending on Qualification ...Show moreLast updated: 30+ days ago

Promoted

IT Service Delivery Manager - Contact Centre Platforms

EQPLUS TECHNOLOGIES PTY LTDCape Town, Western Cape, South Africa

IT Service Delivery Manager - Contact Centre Platforms.An established and innovative global services company is seeking an experienced IT Service Delivery Manager with strong contact centre experti...Show moreLast updated: 23 days ago

Promoted

IT Manager

Callforce DirectCape Town, South Africa

The IT Manager is responsible for managing and supporting all IT operations within our Cape Town offices, while supporting the broader national IT team, ensuring the availability, stability, and se...Show moreLast updated: 30+ days ago

Promoted

Regional Sales Manager

Flink RecruitmentNorthern Suburbs Durbanville, South Africa

Profit Share : Earn between R90,000 and R270,000 per month based on your regional performance.Dual Role : Continue operating as an agent at a 70% to 80% commission split while taking on the regional ...Show moreLast updated: 30+ days ago

Promoted

Lead Generator

HR GenieTable View, South Africa

Researcher Corporate Meeting Development.Basic Salary : R12,000 R20,000 per month (based on experience).Computer & Internet Allowance : R1,000 per month. Bonus : 2% on paid-up deals (meetings per...Show moreLast updated: 5 days ago

Promoted

IT Solutions Manager

Huawei Africa LtdCape Town, South Africa

Huawei is looking for a IT Solution Manager to join our team and drive IT solutions sales, customer engagement, and strategic growth. If you have a passion for technology, customer success, and busi...Show moreLast updated: 25 days ago

Promoted

Exports Logistics Manager

Joubert and AssociatesDurbanville, South Africa

Established in 1943 and based in Durbanville, Cape Town, Kallos Group procures and distributes fresh fruit from growers to clients on a global scale. The majority of their exports go to the critical...Show moreLast updated: 3 days ago

Promoted

Solutions Architect (IT Risk / Governance)

IOCOCape Town, South Africa

At iOCO, we are looking for a skilled.Solutions Architect (IT Risk / Governance).IT solutions that align with governance standards and business objectives. The ideal candidate will possess deep expe...Show moreLast updated: 5 days ago

Promoted

IT Systems Engineer (Tier 1)

PRR RecruitmentBellville, South Africa

Are you a hands-on IT support specialist with strong technical skills, project implementation experience, and a passion for solving problems? A dynamic team in Bellville is looking for an experienc...Show moreLast updated: 3 days ago

Promoted

Deputy Unit Manager (Theatre)

Jordan HRBellville, South Africa

Manage the staff requirements of the Unit.Conduct orientation and train new staff.Ability to implement and maintain standards. Cope well in stressful situations.Manage nursing standards and in-servi...Show moreLast updated: 30+ days ago

Promoted

IT OPERATIONS AND IT SECURITY MANAGER (6 - 12 months contract)

PtyWorkFromHome, Western Cape, South Africa

IT OPERATIONS AND IT SECURITY MANAGER (6–12 months contract) Cape Town (Western Cape SA) Preferable OR The Netherlands / Ireland / UK (Hybrid). Highly Competitive Package depending on Qualification ...Show moreLast updated: 1 day ago

Promoted

Senior IT Manager (CPT Remote)

Datafin IT RecruitmentCape Town, South Africa

Remote

YOUR strong leadership, communication & excellent problem-solving ability is sought to fill the role of a Senior IT Manager joining the team of a leading Service & Technology provider based...Show moreLast updated: 30+ days ago

Promoted

Head of Digital Transformation

Dante PersonnelCentury City, South Africa

Proven experience in a similar role CTO / CIO / IT Manager.Project management experience is key.Knowledge of modern ERP and cloud systems is an advantage. Risk Management and Compliance.Show moreLast updated: 20 days ago

Promoted

Technical Sales Manager â Transmission Products

West Coast PersonnelKillarney Gardens, South Africa

Deliver exceptional customer service and technical support for industrial transmission products (chains, bearings, hoses, belts, etc. Manage customer accounts, respond to queries, resolve issues and...Show moreLast updated: 10 days ago

Promoted

Snr IT Technician

Kingsleyirons RecruitmentStellenbosch, South Africa

A leader in the financial services sector is looking for a Snr IT Technician to join their team.The role will oversee the management of IT infrastructure, systems security, and user support across ...Show moreLast updated: 5 days ago

Promoted

IPCM Operations Manager (Incident, Problem & Change Management)

Communicate RecruitmentCape Town, South Africa

This isnt just a management role, its a mission.As IPCM Operations Manager, youll be the air traffic controller of technology, ensuring smooth landings when incidents arise, rerouting problems befo...Show moreLast updated: 30+ days ago

Promoted

IT (Storage) Solutions Manager

Huawei Africa LtdCape Town, South Africa

Meeting with Enterprise Clients, New and Existing, to gather their Storage Requirements and needs.Design (Technical Architecture) : . Work with internal teams in the Design of Customized.Preparing pro...Show moreLast updated: 12 days ago