Juan Jacobs Email & Phone Number

Duties and Responsibilities:The Problem Manager takes ownership of the complete end to end management of the problem record. The PM has responsibility to keep all activities current within the call management systemFurther responsibilities:Report all findings on the problem recordPropose solution and Known Errors for the KEDB where appropriate.Conform to Problem Management OLA’sEnsuring that RFC’s are raised by the technical resources and Related to the problem recordCompile RCA'sDistribute RCA's to the investigation resources to confirm content of the RCADrive recommendation to implementationMonitor the re-occurrence of the problem after implementation of the resolutionClose Problems after implementation of recommendations and monitoring periodRetire Known Errors after the recommendation has been implemented and create a Solution after the Known Error has been closedEscalate non-compliance to the Problem Management process, actions deriving from investigation or implementing resolution of problems to the Operations ManagerAdhere to Problem Management standardsAdhere to the Problem Management process

Randburg, Gauteng, South Africa

• Transitioned from Problem Coordinator to IT Incident and Problem Specialist at FNB, showcasing adaptability and career growth.• Expert in generating comprehensive reports for various stakeholders, including the development of the pivotal Monthly EXCO Report.• Skilled Incident Manager, adept at leading P1 warroom operations to expedite resolution of critical system outages.• Engaged in Risk Management within the Problem Management domain to devise permanent solutions for unresolved issues.• Pioneered the deployment of a Real-time Trending tool to proactively detect and address problematic configurations and service categories.• Active participant in the Monthly Problem Review Board, collaborating with EXCO to prioritize and track high-impact Problem cases.

Sandton

Duties and Responsibilities:The Problem Analyst takes ownership of the complete end to end management of the problem record. The PA has responsibility to keep all activities current within the call management systemFurther responsibilities:Report all findings on the problem recordPropose solution and Known Errors for the KEDB where appropriate.Conform to Problem Management OLA’sEnsuring that RFC’s are raised by the technical resources and Related to the problem recordCompile RCA'sDistribute RCA's to the investigation resources to confirm content of the RCADrive recommendation to implementationMonitor the re-occurrence of the problem after implementation of the resolutionClose Problems after implementation of recommendations and monitoring periodRetire Known Errors after the recommendation has been implemented and create a Solution after the Known Error has been closedEscalate non-compliance to the Problem Management process, actions deriving from investigation or implementing resolution of problems to the Problem ManagerAdhere to Problem Management standardsAdhere to the Problem Management process

Kempton Park

For Incident Management:Duties and Responsibilities:The Incident Coordinator takes ownership of the complete end to end management of the Incident record. The IC has responsibility to keep all activities current within the call management systemFurther responsibilities:Report all findings on the incident recordConform to Incident Management OLA’sEnsuring that RFC’s are raised by the technical resources and Related to the Incident recordCompile IAR (Incident Analysis Review)Distribute IAR to the investigation resources to confirm contentDrive recommendation to implementationEscalate non-compliance to the Incident Management process, actions deriving from investigation or implementing resolution of Incidents to the Incident ManagerAdhere to Incident Management standardsAdhere to the Incident Management processFor Problem Management:Duties and Responsibilities:The Problem Coordinator takes ownership of the complete end to end management of the problem record. The PC has responsibility to keep all activities current within the call management systemFurther responsibilities:Report all findings on the problem recordPropose solution and Known Errors for the KEDBConform to Problem Management OLA’sEnsuring that RFC’s are raised by the technical resources and Related to the problem recordCompile RCA'sDistribute RCA's to the investigation resources to confirm content of the RCADrive recommendation to implementationMonitor the re-occurrence of the problem after implementation of the resolutionClose Problems after implementation of recommendations and monitoring periodRetire Known Errors after the recommendation has been implemented and create a Solution after the Known Error has been closedEscalate non-compliance to the Problem Management process, actions deriving from investigation or implementing resolution of problems to the Problem ManagerMaintain Trending ToolAdhere to Problem Management standardsAdhere to the Problem Management process

Duties and Responsibilities: The Problem Coordinator takes ownership of the complete end to end management of the problem record.  The PC has responsibility to keep all activities up to date and current within the call management systemI am also responsible for: Report all findings on the problem record Propose solution and Known Errors for the KEDB Conform to Problem Management OLA’s per outsourced client Ensuring that RFC’s are raised by the technical resources and Related to the problem record Compile RCA documents Distribute RCA documents to the investigation resources to confirm content of the RCA Drive recommendation to implementation Monitor the re-occurrence of the problem after implementation of the resolution Close Problems after implementation of recommendations and monitoring period Retire Known Errors after the recommendation has been implemented and create a Solution after the Known Error has been closed Escalate non-compliance to the Problem Management process, actions deriving from investigation or implementing resolution of problems to the Problem Manager Maintain Trending Tool Adhere to Problem Management standards Adhere to the Problem Management process

Duties and Responsibilities: As Problem Analyst I am responsible for proactive problem logging through trend analysis and reports according to the Reporting Framework. I am also responsible for: Distributing of specific reports on a daily, weekly and monthly basis Analyse incident data to determine trends Analyse event data to determine trends Log problem record with status ‘request for problem’ in Remedy for pre-investigation purposes Log Pro-active Problems in Remedy Maintain Trending Tool Adhere to Proactive Problem Management standards Adhering to the Problem Management process.  Liaise with problem coordinator in assigning qualified proactive problems to the appropriate Problem Coordinator.

Duties and Responsibilities: To operate and monitor computer equipment on assigned shift as well as monitor and control the production environment, Batch and Online, to meet the service commitments ensuring application of installation standards and procedures and ensuring that all of these changes are in alignment with BCX’s procedures.  Interface with Clients In Respect Of Standby and Escalations. Constantly keep relevant staff (including users, suppliers and specialists) informed of the status of systems and services by updating of reports and registers on defect/problem reporting data. e.g.  Remedy logged Incidents.  Timeously escalate problems, which cannot be resolved, to the relevant parties. Able to perform activities in accordance to defined change management process.

Matric

Activities and Societies: Rugby, Cricket, Chess, Debate

Education record