Snr Specialist: Service Delivery at Transnet

Position Purpose

• To ensure that Services as defined in the Information Technology (IT) Service Catalogue are being delivered at the operational level to meet agreed Service Level Agreements (SLA’s). This includes taking an end to end view of the IT Services and seeking to be proactive in the continuous improvement of service delivery, managing incidents, requests for service, access to applications and facilities and problems. 

Position Outputs

• Understand the business outcomes required from TRF IT Services. 
• Monitor and report on service performance. 
• Contribute to the remediation of service failure and continuous improvement of service delivery. 
• Serve as the escalation point for process and service failures. 
• Serve as the champion for the best practice Information Technology Infrastructure Library (ITIL) Support processes and their implementation.
• •Ensure that customers have access to appropriate information in regard to overall service performance, planned service outages and changes to service profiles. 
• Have a level of knowledge and experience to act as ‘trusted advisor’ in recommending improvements to operational activities that will enhance service robustness and reliability. 
• Manage the incident management and resolution process, including overseeing the prioritisaton and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses. 
• Track IT incidents and conducting trend analyses, conducting port-mortems after major incidents, and organizing the problem management team as they conduct root cause analysis. 
• Review incident trends and proactively taking actions to identify problems and remove errors for a department or business unit. 
• Fulfil the role of the TFR IT Incident Manager.
• Strategy & Planning 
• Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes. 
• Analyse performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems. 
• Regularly iterate on the incident and process management processes using data gathered about the frequency and severity of incidents. 
• Oversee and improve the problem management process by seeking out and integrating best practices wherever possible.
• Acquisition & Deployment 
• Conduct research on emerging products, service, protocols and standards in support of help desk technology procurement and development efforts. 
• Prepare budget proposals and statements of operational expenses as they relate to incident and problem management. 
• Participate in the selection and implementation of service management software. 
• Keep abreast of developments in the world of IT Service Management (ITSM), specifically new products, services, and standards that relate to the practice of effective problem management.
• Operational Management 
• Lead several incident response teams across the organisation for the duration of escalated incidents. 
• Design and enforce request handling and escalation policies and procedures. 
• Coordinate the transfer to the problem management process where necessary, lead meetings in this regard. 
• Maintain inventory of problems under analysis and their current progress and status, assign problem owners and follow up on issues with problem owners. 
• Monitor and test fixes to ensure problems have been adequately resolved. 
• Access software updated, drivers, knowledge bases, and Frequently Asked Questions (FAQ) on the internet to aid in problem resolution.
• Update the Known Error Database (KEDB). 
• Track and analyse trends in incident reports and generate statistical reports. 
• Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations / use for proactive problem management.
• Oversee development and dissemination of help sheets, usage guides, and FAQ list for end users. 
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and failure incident management technologies and processes. 
• Oversee the development, implementation, and administration of incident management training procedures and policies.
• Train, coach and mentor all support tiers. 
• Lead the problem management teams as they work to determine the root cause of IT incidents. 
• Conduct root cause analysis meeting, including writing meeting agendas and facilitating the sessions. 
• Creatively implement a variety of root cause analysis techniques. 
• Review all outstanding TFR RFS’ (Request for Service) awaiting consideration or awaiting action, close RFS’. 
• Produce regular reports for incident, problems and RFS’.

Qualifications and Experience

• B degree in Information Technology. Commerce or a related discipline Required Certifications: 
• Certificate in ITIL Foundation 
• Certificate in ITIL Service Management optional but will be beneficial Experience 
• 5 -8 ears experience in service management environment: o Service desk and related o Incident and problem management 
• Strong business relationship management abilities General 
• Valid Drivers License 
• Willing to work extended and after hours in support of production issues or deadlines where needed Requirement of Trust and Honesty in the handling of finances as per the National Credit Act Amendment 19 Standard Job Requirements 
• Drivers License code 08 
• Travel as required and approved.