ROLE PURPOSE

The Problem Management Specialist is responsible for ensuring the consistent and reliable delivery of IT services while managing the lifecycle of all problems to improve overall service quality. This hybrid role combines service assurance oversight with proactive problem management, including monitoring service performance, managing incidents and problems, conducting root cause analysis, and implementing corrective measures. The role also involves leading a team of engineers, coordinating with cross-functional teams, and driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

ROLE REQUIREMENT

Service Assurance

• Ensure timely handling of incidents and service requests, meeting SLA targets.
• Act as the primary point of contact for service-related issues and escalations.
• Prepare and present regular service performance reports to management.
• Conduct service reviews with customers and maintain strong stakeholder relationships.

• Manage and resolve major incidents, minimizing business impact.

• Coordinate post-incident reviews and implement preventive measures.

Problem Management

• Own and manage the Problem Management process lifecycle.
• Conduct root cause analysis for recurring incidents and implement corrective actions.
• Maintain and protect the Known Error Database and ensure accurate documentation.
• Liaise with suppliers and contractors to ensure contractual obligations are met.
• Attend CAB meetings for RFCs generated by Problem Management.
• Monitor KPIs and produce management reports for continuous improvement.
• Coach team members on process adherence and identify training needs.

COMPETENCIES

Key Competencies

• Strong analytical and problem-solving skills.
• In-depth knowledge of ITIL and ITSM frameworks.
• Ability to manage incidents, problems, and service assurance processes effectively.
• Excellent communication and stakeholder management skills.
• Leadership and team management capabilities.
• Ability to prioritize tasks and manage multiple issues simultaneously.

 

Professional Competencies

• High ethical standards and integrity.
• Customer-focused mindset with a commitment to service excellence.
• Strong negotiation and influence skills.
• Risk assessment and mitigation expertise.
• Proficiency in service management tools and software.

QUALIFICATIONS & EXPERIENCE

• Matric certificate (Required)
• CCNA (Required)
• 5+ years in ICT Service Desk or Service Assurance environment.
• 3+ years in a managerial role within a technical environment.
• Strong understanding of IP, GSM, MPLS networks, and telecommunications.
• Experience with CRM/Service Management systems (e.g., Siebel, Remedy).
• ITIL Foundation certification required; advanced ITIL certifications preferred.