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

The Senor Problem analyst is sesponsible for ensuring there is attention and focus given by the service owners to all infrastructure problems and 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 while providing ongoing communication and progress updates.

Maintains a log of all know problems, and actively manages the relationship with the 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 TS.

Leads a team of Problem analysts for TS.

Areas of responsibility may include but not limited 

1. Manages the Problem Management \ Major Incident processes within TS ensuring there is continual improvement and enhancement of the discipline for improved service delivery.
2. 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. 
3. 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.
4. 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.
5. 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
6. Applies a standardized management Problem\Incident report structure for Manco and Exco ,that covers all service output requirements for service owners. Ensures Problem\Incident management reporting \ dashboards (automated and manual) are facilitated and maintained.
7. Present Service Dashboard within Exco and Discipline Mancos’ monthly ensuring the service is performing optimally where required.
8. Leads a team of problem analysts

Additional Responsibilities include :

• Assisting with Audit requirements (Group and external)
• Providing input into Corporate Governance reporting for TS
• Attending Various Steercos, CAB Forums, Service Desk and other ITIL discipline meetings for enhanced integration
• Running of Problem and Incident group forums for discipline enhancement.
• Whatsapp \ TEAMs group administration and policy governance
• Point of escalation for all Problems\Outages for managed services
• Compilation and distribution of Exco reports\presentations relating to service disruptions for GIS
• Facilitation\ Management of RCA\PIR and problem forums via problem analysts

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.
• Basic AI Skills

Education and Experience

 Minimum:

• Matric
• ITIL V3 Foundations.
• ITIL Problem Management Practitioners or OSA.
• Higher education\degree.
• 3 – 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.