Job Description

Job PurposeTo do incident restoration and driving all incidents logged at the Service Desk down to a manageable level and ensure there is always customer feedback available on all Incidents; in line with Nedbanks business strategy.Job ResponsibilitiesComplete work by ensuring that incident is logged correctly; impact is updated and assigned to the correct Service Provider.Ensure information is correct by verify all information on incidents Provide advice on incident by monitoring of re-occurrences of incidents.Keep Business informed through feedback.Identify potential incidents that could result in a Focus meeting and call an Incident Focus meeting when required.Monitor potential severity through liaising with Problem Management for potential severity (depending on Business impact).Manage and facilitate Incident Focus Meeting until service is restored by noting down bullet points on Service Manager (Incident Tool) and ensure relevant Service Providers are on the Focus Meeting.Evaluate and maintain all open incidents within each Cluster Monitor all relevant queues.Identify re-occurring incidents follow the Problem Management Process Ensure all Incidents assigned and escalated to Service Providers.For root cause investigation follow the problem management process ensure all incidents are closed off when service is restored.