Share this post on
Location: Centurion
Salary: R434 656.00 per annum, negotiable
Purpose of the Job
Reporting to the Lead: Service Monitoring, the successful incumbent is responsible for incident management, request fulfilment, event management and monitoring of the assigned critical applications and Infrastructure using various monitoring tools and techniques.
Duties & Responsibilities
Systems Monitoring and Event Management
- Configure and manage performance thresholds on assigned infrastructure components.
- Asses the true states of systems instantly and receive alerts at certain thresholds so that they can be actioned.
- Monitor the health of assigned IT Services and Systems
- Logging, tracking, escalating, communicating, and closing critical alerts and incidents.
- Provide data on components or service trends that can be used to optimise the performance of IT services.
- Perform trends analysis on events received.
Incident Management and Request Fulfilment
- Logging, tracking, escalating, communicating, and closing of incidents and Service requests.
- Incident’s detection and recording, initial user support, investigation and diagnosis, resolution and recovery of service, incident closure, incident ownership, monitoring and communication.
- Prioritisation of calls or speedy response on urgent matters.
- Provide assistance by trouble shooting users problems.
- Utilise ICT knowledge base to help Users step by step.
- Monitor incidents/request according to priority. Knowledge Base/ Library.
- Ensure that information captured from the 2nd line is relevant to call/ problems logged.
- Manage the integrity of information captured.
- Constantly update of the knowledge database.
- Maintain a Knowledge Library of incidents resolved.
Stakeholder Management
- Assist with inquiries and requests for information from both internal and external stakeholders.
- Contribute to the maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
Reporting
- Generate regular reports on alerts and incidents reported and documented solutions developed.
- Reporting on your calls logged to measure oneself.
- Reporting on service provided by external service providers to aid in management of SLA.
Desired Experience & Qualification
Qualifications and Experience
- Bachelor’s Degree in Information Technology related qualification.
- ITIL V3 Foundation will be an added advantage.
- Relevant 3 years’ experience in a Service Monitoring environment.
- Experience in utilization of the Active Directory tool.
Technical and behavioral competencies required
- Planning, organising and coordinating.
- Personal mastery.
- Judgment and decision making.
- Ethics and values.
- Client service orientation.
- Understanding of systems monitoring concepts and management.
- Ability to collate and interpret data from various monitoring tools.
- Good technical documentation skills.
- Good Communication and Telephone etiquette.
- Basic network trouble shooting skills.
- End user devices troubleshooting skills.
- Microsoft Office Applications.
- SCOM and Manage Engine.
Package & Remuneration
Total cost to company applicable to this position is minimum R434 656.00 per annum, negotiable.
NB: “RAF offers Total Employment Cost packages with no additional contributions from the Employer, successful candidates are required to structure their packages in a manner that will suit their needs”.
Interested?
- The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.
- Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful
- Security Vetting shall be conducted on all prospective employees.
- It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation
All the best with your applications
Leave a Reply