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Problem Manager

Merchants Recruitment

Salt River, Western Cape

on 2019/10/03

Market Related

Role Requirement Permanent

SalaryMarket Related

Work TypePermanent

Problem Manager


The purpose of the position is to perform the Service Delivery Management function, using the Service Now tooling.

Key Performance Areas:

Client / Customer Service

Manage and conduct the governance, facilitation and control of Incident, Problem, Change and Service Level Management functions

Chair the Change Post Incident Review (CPIR) and document creation within 48 hrs of incident resolution

Chair the Post Incident Review (PIR) and document creation within 48 hrs of incident resolution

Create Service Resumption reports within 3 days of a Major Incident

Create root cause analysis (RCA) documentation within 10 working days of a Major Incident, or RCA request

Service Level Management monitoring and reporting on adherence to client service levels

Proactive identification of risk of Service Level breaches

Reactive reporting on Service Level breaches that have occurred

Chair the Daily Service Review (DSR)

Monitoring performance of various resolver groups and / or 3rd parties

Problem Management:

Responsible for managing the lifecycle of all problems and to prevent incidents from happening and minimize its impact. Maintain information about Known Errors and Workarounds.

Proactive Problem Identification to improve overall availability of services.

Problem Categorization and Prioritization to record and prioritize problems.

Problem Diagnosis and Resolution to identify the underlying root cause of problems and initiate appropriate problem solutions.

Problem and Error Control to monitor outstanding problem process statuses in order to introduce corrective measures.

Problem Closure and Evaluation to ensure that the Problem Record contains a full historical description and Known Error Records are updated.

Major Problem Review to review the resolutions of problems in order to prevent recurrence. To verify whether problems marked as closed have been eliminated.

ITIL Problem Management Reporting to ensure that other Service Management processes and IT Management are informed of outstanding problems; their processing-statuses and existing Workarounds.

Operational Efficiencies:

Responsible for managing the lifecycle of all problems, i.e. prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities

Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work

Brings any out-of-line situations to the attention of management, including equipment failure

Captures all customer details and data relevant to the call or service intervention efficiently and accurately

Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements

Resolves all functions within acceptable time frames


BTech highly advantageous

7-8 years’ experience in Customer Service / Call Centre / Service Desk

ITIL foundation certified


Oral and written communication skills (L3)

Problem Solving (L2)

Customer service orientation (L3)

Planning and organising (L3)

Attention to detail






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