Job Description

Hello Future IT Incident and Problem Specialist

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who has experience in:

Ensuring incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintainedRunning with War RoomsThe role includes shift work and standby

You will be responsible for:

Manage the life cycle of all major incidents major problems records from root cause investigation to permanent problem resolution and closure records from escalation to resolution, and closureRecord all reported and detected incidents in a standard and consistent manner so that they can be tracked, monitored, and updated throughout their life cycleManage the root cause review process with impacted lines of services, ensuring that quality and in-depth root cause reviews and improvement actions are developed for high impact outages or for recurring issuesServe as a point of contact for incidents and problemsTimeously communicate and report incidents and problemsCategorise, prioritize and assign incidents so they can be handled as effectively as possible to determine subsequent appropriate action to be taken for timely resolution.Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovationDevelop, encourage and nurture collaborative relationships within FNB and/or across the FRGCompile reports that track progress and guide business to make informed decisionsPartner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environmentResponsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritizationDesign, maintain and review the efficiency and effectiveness of the incidents and problem management processesResolve customer dissatisfaction/complaints by taking ownership of the problemProvide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targetsMaintain expert knowledge on relevant legislative amendments, industry best practices and FNB’s internal compliance procedures and requirements

What you will need:

3 to 5 years experience in a similar environmentRelevant qualificationITIL qualification

We can be a match if you can:

Collaborates with others to achieve shared goalsAnalytical thinking - Applies systematic (either-or) thinking to diagnose root causes of problemsSolutions thinking - Focuses on accumulating relevant information when solving problems

#POST

#FNB

#LI-MM5

Are you interested to take the step? We look forward to engaging with you further. Apply now!

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

15/02/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.