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Support / Incident Logging - Cape Town City Centre

Parvana

Parvana Strategic Sourcing has established itself as a leading provider of permanent and temporary recruitment services to the South African, European and UK marketplace. In addition to this we have enjoyed considerable success in Australia and other part Responsibilities: Working with IT resolver groups to eradicate recurring incidents. Finding suitable remedies and providing oversight to ensure these are implemented, recorded and communicated. Identifying trends on the resolution of problem targets in-line with SLAs. Creating and monitoring plans to investigate and resolve problems. Ensuring agreed procedures are adhered to for the management of problems. Maintaining information on the resolution of major problems. Ensuring existing problems and known errors in new systems and services are understood and managed per process. Working closely with Change Management and Service Desk to share appropriate detail and drive activities. Regularly reviewing problem management processes. Engaging with suppliers to help ensure problems are managed and resolved. Working with stakeholders to enable the development of problem solutions. Participating in all major post incident reviews. Qualifications: Relevant tertiary qualification ITIL Qualified with v3 Foundation Skills / Experience: 2 years' experience managing IT Problem and Major Incident management activity in a mid-to-large enterprise. Strong experience and knowledge of ITSM, in particular, Problem and Incident Management principles, methodologies and contemporary toolsets. Strong analytical skills must take an analytical approach to problem solving Must have experience of managing Major or Crisis level events Experience in defining, updating and deploying ITSM/ITIL processes for mid-to-large corporate organisation(s). Prior Problem and Incident Management experience using Service Management tools. Linux experience background Oracle Database experience background Application support experience background Practitioner skills in Major Incident Management and Problem Management (both are desirable, one of either is sufficient, but at least one must be evidenced). Experience of working in an ITIL compliant environment. Support, Incident, Coordinator Support, Incident, Coordinator Apply Now
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