Managing the lifecycle of problems and escalations to minimize the impact of incidents and prevent recurrence.
Effective root cause analysis and timely resolution of critical issues.
Strong communication with stakeholders while maintaining compliance with ITIL processes and organizational standards.
Identify, document, and manage problems and escalations from both business and IT perspectives.
Investigate and diagnose root causes of incidents and problems, coordinating with technical teams for resolution.
Analyze incident and problem data to identify trends and implement preventive measures.
Ensure all problems and escalations are tracked and managed according to established procedures.
Escalate critical issues promptly and maintain visibility with senior management and stakeholders.
Coordinate implementation of fixes, workarounds, and permanent solutions.
Maintain JIRA administration and ensure accurate documentation of all activities.
Participate in post-incident reviews and contribute to continuous improvement of problem management processes.
Stay updated on relevant technologies and industry best practices.

NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology OR NQF 4: Grade 12
3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
5 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
ITIL Professional Memberships in Relevant Industry

Service Delivery Specialist – Escalation Management

Key skills