Working closely with both SEC, Infrastructure and Applications teams in the documentation and definition our IT Service Management landscape including:
Documenting and maintaining our service strategy - specifically initially focusing on:
Incident management process (including facilitating the re-imagination of how teams currently attend to incidents)
Problem management process
Change management process
Documenting the IT Service catalog
Documenting policy and procedure management processes with support from legal, audit and compliance
Documenting asset management processes (including server and application)
Working with stakeholders such as Scrum Masters, Technology Leads, SEC, Infrastructure and InfoSec in the co-ordination, planning and execution of incident management. Own, coordinate and drive the resolution of tickets including:
Drive resolution of priority one and two incidents and outages
Drive overall ticket resolution within SLA's
Working with stakeholders such as Delivery & Release Assurance Managers, Scrum Masters, Technology Leads, SEC and Infrastructure in the co-ordination, planning and execution of problem management specifically covering:
Prioritization of high priority defects
Oversee allocation and resolution of defects
Owning and driving compilation (and later automation) of reports and dashboards pertaining to service management, specifically including:
Ticket prioritization, aging, resolution and SLA's
Defect prioritization, aging, resolution and SLA's
Service availability
Volumes, throughputs and other key business metrics
Strategically introduce and drive iterative improvements in metric driven reporting across GTO in alignment with key defined ITSM metrics and business processes.
Striving for continuous improvement of ITSM processes to improve customer experience, service delivery and maturity of the organization.
Contributing to PI planning by ensuring priority defects are included in iteration commitments and teams retain sufficient capacity to support in operational concerns.
Driving an improved overall customer experience by:
Injecting a strong customer centric delivery focus and culture within the team
Ensuring improved response times on tickets and problems
Driving resolution of problems impacting customer experience
Support in customer communications and expectation management during outages
Ensuring that items presented in CAB are appropriately communicated to impacted parties, tested post deployment and that failed deployments are minimized.
Support in root cause analysis discussions and ensure that steps are taken to prevent recurrence of the problem through implementation of monitoring, alerting and remediation of root causes.
What We Expect
Fundamentally you will bring about a transformation and focus on how we:
manage our services and respond to our clients from a GTO perspective,
attend to our client's needs through incident and problem resolution,
report within GTO by migrating towards metrics, dashboards and automated reporting,
detect outages and problems across our systems proactively.
You will bring structured focus and attention to our customer interactions by driving awareness, process compliance and resolution of customer problems and incidents impacting customers. Key expectations of this role are articulated below:
ITSM Foundation:
Works with key stakeholders to define, develop and maintains an appropriate level of foundationa
Requirements
12+ years software development projects experience
Project management qualification, skills and experience in an agile context including structure and planning competency
The ability to manage changes, consider impacts and re-plan accordingly
Experience in problem, incident management and outage management
Experience in or management of software development
Deep understanding of the bureau's technical landscape will be a benefit
Strong understanding of technology, and the full SDLC
The ability to lead teams, drive teams to desired outcomes and ensure clarity of each person's role within the team
The ability to form relationships based on mutual respect and understanding
Strong ability to work with people including a high EQ and the ability to have tough conversations
Excellent written and verbal communication skills
An understanding of deployment and release management processes and considerations
A track record of success in past roles
Impact You'll Make:
Additional Information
TransUnion's Job Applicant Privacy Notice
What We'll Bring:
At TransUnion, a leader in the information services industry, we've made a habit of impacting the world around us. Our commitment to technology is second to none. And because we constantly encourage new ideas and new thinking from our employees, our continued growth is assured. Our Johannesburg office is looking for an IT Service and Incident Manager.
Transunion · Johannesburg, South Africa