Incident and Problem Manager
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I currently have just over 10 years customer facing experience and have obtained various professional qualifications and certifications pertaining to business- and more specifically IT service management.
I started my career in 2013 with EOH as a customer service representative and was able to learn more about the technical aspects of IT Support. This also allowed me to gain valuable insight into SLA’s, OLA’s and various ITIL principles that were a core part of the company’s operational strategy at the time.
Since then, I have worked to continuously grow and expand my knowledge by obtaining both my ITIL Foundation and ITIL Intermediate Service Strategy certifications, as well as my Prince 2 Foundation certification. Further to this, I am currently pursuing my ITIL 4 and COBIT 2019 Foundation certifications.
Having previously worked with Cartrack as Service Support Manager for Video Solutions has also allowed me to successfully manage a department by implementing the operational, customer service, performance management, service management and vendor management skills obtained over the course of my career and has been a valuable learning experience.
This includes negotiating, managing, and reporting on customer SLA’s, managing support capabilities and capacity, internal operational reporting and customer reporting, internal and customer escalations, incident management, problem management as well as QA and all other staff training and IR/HR functions.
I have also gained valuable experience working as a Problem Manager for SARS with Sizwe IT and have been able to broaden my understanding of IT landscapes and interfaces between different teams.
Ten years IT Service Management experience.
