Discovery – Technology Services
Problem Analyst (Senior)
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About TS Problem Management
The TS Problem Management teams function is to identify and determine the root cause of underlying incidents and problems pertaining to the organisations infrastructure systems and to prevent them from reoccurring. We are also responsible for ensuring the correct level of attention is given to high impacting infrastructure incidents that is impacting or can impact the business dependent systems.
Key Purpose
Responsible for ensuring all Major Incidents and Problems raised to and by the TI Problem team is given attention and priority required.
Owns and manages the Problem Management, Major Incident and MIS disciplines and processes within TI.
Ensures there is attention and focus given to all infrastructure major incidents that severely affect the business by ensuring services are restored as soon as possible, and service disruption is minimized and prevented going forward.
Maintains a log of all know problems, and actively manages the relationship with business experiencing problems. Manages a structured process of investigating problems and major incidents to identify root cause, associated risks and track the implementation of preventatives \ remedial actions. Produces formal reporting to various levels of business and management\exco.
Ensure all departmental report and dashboard development requirements are facilitated and actioned accordingly, in order to streamline the automation and presentation of data\information for management reports and reduce the time taken to compile for all areas of TI.
Manages a team of Incident \ problem analysts and MIS developer(s).
Areas of responsibility may include but not limited
Own and manages the Problem Management, Major Incident and MIS disciplines and processes within TI ensuring there is continual improvement and enhancement of the discipline for improved service delivery. Ensure that all Major Incidents stemming from infrastructure service failures are resolved timorously (Telephonically, via war room scenarios, meetings, etc) and communicated accordingly within defined SLA’s. Maintain a log of all know problems and actively manage the relationship with business experiencing problems. Manage a structured process of investigating problems to find solutions and ensuring that the relevant solutions are implemented. Ensure all Major Incidents and Problems are reported on in detail to a wide variety of business stake holders, management committees, forums and exco’s in a variety of formats and schedules. Identify risks as part of the problem investigation process and raise them with the risk officer to be added to the risk register. Ensures the risk manager is made aware of all problem progress towards risk mitigation Applies a standardized management report structure for Manco and Exco reporting for all back-office areas that covers all service output requirements for service owners. Ensures management reporting \ dashboard needs (automated and manual) are facilitated and developed by the MIS developer according to a development schedule. Present Service Dashboard within Exco and Discipline Mancos’ monthly ensuring the service is performing optimally. Manages a team of problem analysts and MIS developer. Additional Responsibilities include: Provide Scheduled and Adhoc reporting of data for management and exco consumption Providing departmental report data when required for management consumption. Assisting with Audit requirements (Group and external) Providing input into Corporate Governance reporting for TI Attending CA, CAB, Service Desk and other ITIL discipline meetings for enhanced integration Running of Problem and Incident group forums for discipline enhancement. WhatsApp group administration and policy
Personal Attributes and Skills
Staff and discipline Management. Numerical skills. Strong Organizational skills (Ability to organize and structure high levels of information). Advanced Analytical and Data mining capabilities. Methodical and disciplined approach to work. Strong Problem-solving skills. Above average written and verbal communication skills (Able to write business and technical reports and present where required). Report writing and presentation skills. People management skills. In-depth knowledge of the. organisations IT infrastructure. In-depth Knowledge of ITIL, beyond foundation level (Ability to integrate with other disciplines). Kepner and Tregoe problem methodology. Service tooling and discipline integration. Knowledgebase \ Known error tooling and management. Staff Management (Formal training – License to lead \ Fit to lead). SQL \ Database fundamentals and analytics. Advanced Excel training and report writing. Advanced Visio and Process development.
Education and Experience
Minimum:
Matric ITIL V3 Foundations. ITIL Problem Management Practitioners or OSA. Higher education\degree. 4 – 5 years in a problem management field. 2 - 5 years in a service management or support management role.
Advantageous:
Kepner and Tregoe.
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.