Company: FNB South Africa
Industry: Banking / Financial Services
Deadline: Sep 30, 2025
Job Type: Full Time
Qualification: Bachelors, National Certificate
Experience: 3 – 5 years
Location: Gauteng
City: Johannesburg
Field: ICT / Computer
Job Title: It Incident And Problem Specialist
Job Description
- To manage and resolve IT incidents and problems efficiently, ensuring minimal disruption to business operations.
- The role involves identifying root causes, implementing preventative measures, and improving overall IT service delivery, with a strong focus on adherence to ITIL processes and collaboration across business units.
Responsibilities:
Incident Management
- Monitor, log, and manage IT incidents according to defined SLAs.
- Communicate effectively regarding incidents across relevant stakeholders.
- Create and manage war-rooms for critical incidents.
- Track incidents through to resolution and ensure closure.
- Ensure ITIL processes related to incident management are strictly followed.
- Track alerting mechanisms for incident identification and ensure business units implement necessary alerting where gaps are identified.
- Provide monthly reports on Severity 1 and Severity 2 incidents experienced within CBP.
- Ensure incident reports are created and distributed for all critical outages.
- Ensure corrective actions are captured in Jira and followed up to completion.
Problem Management
- Track incidents that evolve into problems and ensure proper documentation.
- Ensure business units within CBP create problem records where root causes have not been identified.
- Conduct root cause analysis and implement permanent solutions to prevent recurrence.
- Work closely with Change Management to ensure changes linked to incidents or problems are implemented and closed appropriately.
Process Governance & Communication
- Ensure the incident management process is well documented, understood, and communicated across all CBP business units and dependent teams.
- Liaise with service desk, infrastructure, and application teams to ensure alignment and effective incident/problem resolution.
Reporting & Analysis
- Generate and distribute incident and problem reports to management.
- Identify trends and recommend improvements to IT processes and service delivery.
Qualifications & Experience:
- Diploma or Degree in IT, Computer Science, or related field.
- ITIL Foundation certification (ITIL Intermediate or Expert is a plus).
- 3–5 years’ experience in IT incident and problem management.
- Experience in financial services or banking environment preferred.
Skills & Competencies:
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management.
- Ability to work under pressure and manage multiple priorities.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira, Remedy).
- Understanding of infrastructure and application support.
- Proactive approach to process improvement and governance.
End Date: September 19, 2025
