Incident Co-ordinator x 3-Nedbank

🗏Job Type

Full Time

To 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 Responsibilities


Complete work by ensuring that incident is logged correctly; impact is updated and assigned to the correct Service ProviderEnsure information is correct by verify all information on incidents tProvide advice on incident bymonitoring of re-occurrences of incidentsKeep Business informed through feedbackIdentify 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 Meetinguntil service is restored by noting down bullet points on Service Manager (Incident Tool) and ensure relevant Service Providers are on theFocus Meeting.
Evaluate and maintain all open incidents within each ClusterMonitor all relevant queues.
Identify re-occurring incidents � follow the Problem Management Process Ensureall Incidents assigned and escalated to Service ProvidersFor root cause investigation follow the problem management process ensure all incidents areclosedoff when service is restored Verify Customer ImpactFollow up with Service Provider on resolution on specific incident.
Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
Participate and support corporate social responsibility initiatives for the achievement of business strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis).
Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools; policies and procedures to add value to Nedbank.
Add value to Nedbank by identifying opportunities to improve or enhance processes through identifying and recommending improvements and supporting implementation of tools; policies and procedures.

Create awareness of incident s to service providers by contacting the relevant Service Provider and make them aware of this Incident in order to investigate and resolve the incident.
Meet client needs by assisting customers with Telephone query and ensure availability on Telephone System Ensure customers are updated on incident by update the Incident with relevant feedback and informing customerKeep customer informed by providing feedback until incident resolved.
and ensuring timeous feedback and updates received from Service ProvidersEnsure constructive relationships by informing Business of service restoration Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
Understand and embrace the Nedbank Vision and Values by demonstrating the values through interaction with team and stakeholders.
Ensure that own contribution and participation contributes to the achievement of team goals.
Create and manage own career through guidance and support of management; department and colleagues.
Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
Ensure knowledge management; continuity and team success through constructive participation in a diverse team and sharing knowledge with team.
Manage incidents to closure in the agreed Service level agreementtimes per application / system



Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate


Preferred Qualification


IT Diploma or Degree




Type of Exposure

Developed and Implemented Communications Strategy
Manage internal process
Managed Relationships
Managed Self
Managed own Career
Provided Administrative Support


Minimum Experience Level

Min 3 years IT experience



Technical / Professional Knowledge

Administrative procedures and systems
Microsoft Office
Relevant regulatory knowledge
Business writing skills
Data Analysis and Interpretation
ITIL
Basic computer concepts
Incident and Problem resolution


Behavioural Competencies

Applied Learning
Collaborating
Customer Focus
Initiating Action
Work Standards
Managing Work
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Please contact the Nedbank Recruiting Team at +27 860 555 566


Apply Here http://bit.ly/2DKmRri

Job id : , #72992, 33 views,

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