Coordinator - Duty Management.Technology Information

Mission/ Core purpose of the Job: (Short description)

To recover normal service operation as quickly as possible following an Incident

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Role Complexity:
•Open an Incident Management record
•Maintain the Incident Management record to reflect the current status of the incident
•Assign the Incident Management record to an Incident Resolver
•Analyze the incident and determining appropriate workaround or resolution
•Implement a workaround or resolution to facilitate resumption of normal service operation (note that depending on the nature of the actions involved, actual implementation of a work-around or resolution is likely to be managed via the Change Management process)
•Monitor the Incident Management tool queues to ensure that Incident Management records are managed effectively and efficiently
•Invoke escalation of support efforts when necessary to ensure resumption of normal ser-vice operation (measured via Incident Management record ‘resolution’) within committed service levels
•Provide communications regarding incident resolution status/outlook to impacted users, as appropriate to the impact of the incident
•Raise Problem Management records (for high severity incidents or multiple incidents sharing the same symptoms) to SM Problem Management in order to drive identification of Root Cause (as an input to the Problem Management process)
•Close the Incident Management record

Supervisory Complexity:
•None

Leadership Complexity:
•Informal leadership internally to team members

Managerial complexity:
•None Lateral dimensions of the position
Creativities (improvement/innovation inherent)
•Be proactive rather than reactive, i.e. don’t only fix, prevent

Vulnerabilities (control span)
•Customer Perception
•System interdependencies

Collaboration Responsibility towards:
1. Direct reports: None
2. Matrix reports: None
3. Key customers: All users within regions
4. Key suppliers/partners: MTN users
 

Minimum Requirements
Education:
•3 year degree/diploma in IT
•ITIL Certification

Experience:
•Minimum 3 Years shift leadership experience in the IT industry
•Service Management experience
•Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
•Experience working in a medium organization

Training:
•Leadership
•Negotiation
•Conflict resolution
•Presentation and facilitation skills
•ITIL fundamentals