IT Incident and Problem Specialist - First National Bank

Job Description

To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintained

• Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
• Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
• Compile reports that track progress and guide business to make informed decisions
• Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environment
• Responsible for decisions related to prioritisation and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritisation
• Design, maintain and review the efficiency and effectiveness of the incidents and problem management processes
• Ensure that the ITIL processes regarding Incident management are adhered to.
• Track alerting w.r.t incident identification and ensure BU’s implement alerting where needed if it was not in place for the incident identification

• Work with Change management w.r.t changes being implemented that will close off an incident or problem to ensure the loop is closed and incidents or problems linked to the change are closed accordingly
• Ensure the incident management process is well documented and understood by all BU’s within CBP as well as communicated to Bu’s that are dependent on our services
• Provide monthly reports w.r.t Sev1 and Sev2 incidents experienced within CBP
• Ensure Incident reports are being created and distributed for critical outages
• Ensure that Jira’s for corrective actions are being captured and followed up on

Qualification and Experience

• Preferred Qualification - Relevant Degree in any IT-related field
• Experience - 3 to 5 years experience in a similar environment