Job
description
- Manage
business requests within SLA time-frames - Fix
incidents within SLA time-frames - Write
detailed incident reports on problems, root cause analysis and mitigating
and preventative actions - Take
ownership and responsibility for resolving problems - Ensure
all stakeholders are updated during the process of resolving the problem - Identify
and recommend system and process enhancements - Optimise
and automate internal processes where possible - On a
case-by-case and incident basis, provide detailed reports to relevant
stakeholders - As
required, analyse trends and propose mitigating and preventative actions - Participate
in formal and ad hoc projects as required - Maintain
awareness of the control framework - Provide
ad hoc reports in line with stakeholder requests - Develop
reports and metrics as required - Build
strong relationships across the group - Identify
and acts on opportunities to share knowledge and lessons learnt - Handle
stress in ways that do not negatively impact others - Plan
and manage own workflow, anticipating obstacles, juggling priorities and
following through on objectives within agreed time-frames and according to
quality standards - Act in
an ethical, transparent and morally defensible manner, including
highlighting unethical practices - Continually
share, debate and communicate learnings - Flag
and debate issues constructively - Promote
co-operation in working with others to achieve collective goals - Display
skill at mentoring/coaching others and resolving conflict
Requirements
- Relevant
IT degree / diploma - Minimum
5 years’ relevant IT experience, preferably in a large corporation