FINANCIAL SECTOR CONDUCT AUTHORITY: INCIDENT AND PROBLEM MANAGER

Company FINANCIAL SECTOR CONDUCT AUTHORITY
Reference # FSCA : 295
Published 13/10/2020
Contract Type Permanent
Salary Market Related
Location Pretoria, Gauteng, South Africa
Introduction
To ensure that the Information and Communication Technology (ICT) Service Desk is managed and foster a culture where services are delivered within agreed service levels. To ensure FSCA business operations are restored as quickly as possible with minimised adverse impact on business operations, ensuring that the best possible levels of service quality and availability are maintained. The person appointed to this position will report to the ICT Operations Manager.
Job Functions Information Technology
Industries Regulatory
Specification
A National Diploma/Degree in Information Systems/Technology/Computer Science, or equivalent qualification; ITIL Foundation certification or ITIL Intermediate (Operations Support and Analysis Certification) / related Practitioner Certificate. The candidate must have a minimum of 4-6 years’ experience in ICT Service Delivery / Service Support Management; IT Operations Environment with focus on Incident, Request Fulfillment, and Problem management; Experience in operation of ICT strategy and ICT performance measurement is a prerequisite. Solid working experience and knowledge in the ICT Operations environment will be an added advantage. Knowledge in managing an outsourced ICT Service Desk is an added advantage.
Requirements
•Manage the ICT service/support desk function and employ practices to deliver quality services to the FSCA;
•Monitor and report on compliance with the Service Level Commitments (SLC) and Customer Satisfaction;
•Ensure that the ICT service/support desk is effective and efficient and has a requisite knowledge to process user incidents and service requests effectively;
•Conduct analysis of all the reported incidents/problems, identify trends, and produce trend, performance, and management reports;
•Proactively identify enhancements to support services;
•Collaborate with the internal ICT Support teams to maintain and improve the underlying service management best practices, incident, request, and problem management processes and knowledge management processes for ICT support;
•Develop, review and update policies, procedures, and practices for incident, request, and problem management;
•Oversee the problem management process and collate supporting documentation thereof;
•Review root cause reports for major outages and problems, identify Known Errors, and coordinate actions to remove the errors from the environment;
•Identify, analyse, and facilitate the troubleshooting and resolution of problems to eliminate recurrences and reduce calls to the ICT service/support desk;
•Partake in the selection, design, and implementation of ICT Service Desk related tools and service management technologies and manage the administration of tools owned by Service Desk and construct services for the effective incident, request, and problem management processes;
•Understanding with development and maintenance of dashboards for incident and service level monitoring;
•Provide end-to-end management of all the Service Level Agreements within the ICT service desk environment.Other Key Competencies:
The candidate must demonstrate the following skills and attributes: good ICT and Service Desk and Service Management skills and knowledge; good information gathering and record-keeping; judgment and problem analysis and solving skills; ability to follow instructions and procedures, ability to work in a team; ability to assess each customer/employee’s IT knowledge levels; ability to evaluate, provide recommendations and implement third party solutions; ability to prioritise and perform multiple tasks in time-critical situations and good customer care and interpersonal skills. Persons with disabilities are encouraged to apply.

FSCA is committed towards increasing the representation of marginalised groups in line with its Employment
Equity Plan.

Job Closing Date 27/10/2020

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