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Job Description

Old Mutual Insure is looking for a forward-thinking Incident and Problem Management Specialist to manage in-depth investigations into IT related problems to co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds or resolution advice and closure. Conduct detailed analyses of data gathered via the service management process to identify underlying issues and develop and / or maintain problem error control processes to minimize or prevent future breaks in service.

You would:

Manage in-depth investigations into IT related problems to co-ordinate a rapid and effective cross-sectional response to major incidents

Develop, co-ordinate and promote the effective functioning of problem management activities across the organisations support and development areas.

Co-ordinate the rapid and effective handling of major incidents.

Lead the investigation of problems through root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring.

Examine potential areas for service improvement and raise proposals with senior management (e.g. reduction in calls per site per month, improve Service Level Agreements, reduce average time to fix for incidents etc.).

Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis.

Continuous improvement to ensure effective service

Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.

Ensure adherence to organisational policies, practices and procedures.

Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.

Establish productive operational relationships with key stakeholders in the various channels and development teams.

Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.

Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Ensure cost efficiency through financial and corporate governance

Contribute to the development and implementation of fit for purpose budgets.

Manage supplier relationships, and budgets associated with projects

Manage quality people practices

Align own behaviour with the organisation culture and values.

Share and transfer product, process and systems knowledge to colleagues.

Collaborate and work with the business and IT teams to deliver required service levels.

Actively share information with other team members regarding successes, issues, trends and ideas.

Experience, knowledge & skills required

Bachelor’s degree in Information Technology or related IT qualification

ITIL certification.

Prince2 certification would be advantageous.

8 – 10 years’ experience in IT problem management.

2 – 3 years’ experience in incident management.

1 – 2 years’ experience in project management is advantageous.

The Recruitment process:

TA Interview: This will be a discussion with a member of the TA Team to give you an understanding of our business, our culture & values and more context on the role. It will also allow up the opportunity to get to know you a little better, and ensure OMI can meet your needs

Panel Interview: This will be with 2 members of the senior leadership team

Technical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with MIE & Internal Verification

Final Feedback

All About OMI:

https://www.oldmutual.co.za/about/old-mutual-insure/

https://www.linkedin.com/posts/old-mutual-insure_i-work-at-old-mutual-insure-of-course-activity-7161674472469524483-w0j6?utm_source=share&utm_medium=member_desktop

Skills

Education

Bachelor Commerce: Information Technology (Required)

Closing Date

07 July 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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