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Problem Manager X2
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General Details
Description
FORMAL EDUCATION:
KEY COMPENTENCIES:
KNOWLEDGE:
- Grade 12
- IT Certificate/Diploma
- Successful completion of the ITIL Foundation certification exam
- ITIL Practitioner certification advantageous
- Experience in the IT industry with specific focus on Outsourcing 3 to 5 years
- Experience in Service Support Services and Service Delivery 2 to 3 years
- Experience in the IT Operations Environment will be an advantage 1 year
- To take ownership to ensure a functional, effective and efficient Problem Management process across clients, service lines and locations
- To take the leading role in the management of all problems by ensuring efficient root cause and preventative measures are attained
- Provide support and coaching to the Service Lines to effectively execute the Problem Management process
- Effective integration and handover of incidents to Problem Management as defined by existing processes
- Provide integration and support to the Change Management processes as required
- Ensure effective SLA reporting and required management information in area of responsibility
- Responsible for the adherence to ITIL frameworks in area of responsibility
- To take accountability to operate a continuous improvement process to initiate process improvements within area of responsibility
- Monitor the overall Problem Management Process against key performance indicators in order to evaluate process quality
- Operate a continuous improvement process to initiate process improvements within area of responsibility
- Support incident management with standby and incident management capacity
KEY COMPENTENCIES:
KNOWLEDGE:
- Good understanding of business strategies and business process management.
- Strong technical understanding of hardware, software, application development, operations and networks
- Thorough knowledge of ITIL and/or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management
- Strong Problem resolution skills
- Communication skills: ability to express clearly, articulate and encourage open communication.
- Effective interpersonal presentation and interpersonal skills
- Decision making skills: makes decisions and understand the implications of a decision
- Customer relations skills: keep closer to the customer to build relationship
- Collaboration skills: build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business
- Analysing
- Writing and
https://www.jobplacements.com/Jobs/P/Problem-Manager-X2-1246605-Job-Search-12-12-2025-04-06-38-AM.asp?sid=gumtree
Id Subtitle 1344442401
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Job Placements
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FORMAL EDUCATION:Grade 12Call Center Diploma Manager or equivalentQUALIFICATION AND EXPERIENCECompTIA A+Networks +Excel/ CertificationMS Office Suite Skills/Office 365ITIL Foundation/FrameworksYears operational support or coordination with experience in:o IT CIC Agento Understanding of iSC Telephony, Incident management, reporting, knowledge management toolso Service Desk / Back Office Work instructionso Quality Managemento Escalation managemento Internal and external Client liaisono IT Technical support experience 3 years1 Year People management experience is preferredKEY COMPETENCIESKnowledge:Service Desk / Incident Management related technologyKnowledge in IT service support implementationITIL FrameworksKnowledge Management principlesReporting principlesService Desk / Back Office processes, procedures and work instructionsIncident managementKnowledge of customer services environmentUnderstanding of SLAs and Statements of WorkSkills Incident Management SkillsCost awarenessStrong Leadership SkillsStrong Communication skills (both written and verbal)Negotiation skillsInterpersonal skills: effective collaboration across levels and within teamsAnalyti
https://www.executiveplacements.com/Jobs/C/Client-Contact-Centre-Team-Lead-1246401-Job-Search-12-11-2025-10-06-28-AM.asp?sid=gumtree
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