Service, Incident, Problem Manager

Job description

  • Manage business requests within SLA time-frames
  • Fix incidents within SLA time-frames
  • Write detailed incident reports on problems, root cause analysis and mitigating and preventative actions
  • Take ownership and responsibility for resolving problems
  • Ensure all stakeholders are updated during the process of resolving the problem
  • Identify and recommend system and process enhancements
  • Optimise and automate internal processes where possible
  • On a case-by-case and incident basis, provide detailed reports to relevant stakeholders
  • As required, analyse trends and propose mitigating and preventative actions
  • Participate in formal and ad hoc projects as required
  • Maintain awareness of the control framework
  • Provide ad hoc reports in line with stakeholder requests
  • Develop reports and metrics as required
  • Build strong relationships across the group
  • Identify and acts on opportunities to share knowledge and lessons learnt
  • Handle stress in ways that do not negatively impact others
  • Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames and according to quality standards
  • Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices
  • Continually share, debate and communicate learnings
  • Flag and debate issues constructively
  • Promote co-operation in working with others to achieve collective goals
  • Display skill at mentoring/coaching others and resolving conflict


  • Relevant IT degree / diploma
  • Minimum 5 years’ relevant IT experience, preferably in a large corporation

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Other details
Match criteria
  • Gaborone
Education level
  • Bachelors Degree
  • Automation / IT / Internet
  • Banking
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