Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rita Van Zyl

Gauteng

Summary

I am a passionate and driven Change and Incident Manager with over twenty-three years of experience in developing and implementing effective change and incident management strategies. My detail-oriented approach enables me to deliver results by actively listening to and understanding both business and technology needs. With a strong emphasis on critical thinking and a commitment to continuous improvement. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

24
24
years of professional experience

Work History

Change and Incident Manager

Strate Pty Ltd
01.2007 - 09.2024
  • Spearhead the end-to-end Change Management Lifecycle, implementing process improvements to drive efficiency and streamline daily change requests with timely approvals and compliance
  • Conduct comprehensive post-implementation reviews to tackle issues from changes, delivering insightful reports to both business leaders and executives
  • Chair the Change Advisory Board (CAB) meetings, creating agendas and compiling minutes to ensure alignment and transparency across stakeholders
  • Generate and share Change Approval Board (CAB) reports
  • Collaborate with internal and customer user groups to optimise future deliveries and enhance processes while maintaining strict adherence to quality standards within the IT Service Management (ITSM) toolset
  • Develop strategic Change Management plans to ensure successful delivery across all IT and business change initiatives, utilising thorough impact analyses and implementation strategies
  • Govern compliance with established policies and procedures, facilitating the Changes Forum to foster collaborative decision-making and drive process improvements
  • Manage and coordinate the resolution of production incidents, ensuring minimal business impact and reduced downtime
  • Proactively communicate incident progress to management and stakeholders
  • Oversee the recovery of all critical incidents, delivering comprehensive reports to key stakeholders
  • Lead the Root Cause Analysis process and generate detailed reports for both root causes and client incidents.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
  • Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
  • Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
  • Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
  • Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
  • Monitored progress throughout change implementation phases, adjusting timelines as needed based on project requirements.
  • Evaluated the effectiveness of implemented changes, making adjustments as necessary to achieve desired outcomes.

IT Systems Administrator

Clover SA
04.2004 - 12.2006
  • Administered and customized the HelpDesk Expert Automation Tool (HEAT) for enhanced operational efficiency
  • Delivered comprehensive IT support to the Call Centre and Customer Complaints Department, ensuring seamless communication and prompt issue resolution
  • Generated insightful reports for management, driving data-driven management decision-making
  • Collaborated with external contractors, optimizing support services for the Call Centre and Customer Complaints Department
  • Actively sought new challenges, leading to being headhunted by Strate Pty Ltd due to limited growth opportunities at Clover SA.

IT Consultant/Developer

Polygon Systems
01.2001 - 04.2004
  • Managed the IT helpdesk operations, delivering 1st line support to enhance user satisfaction
  • Consulted with clients and efficiently managed projects from inception through to implementation
  • Provided on-site support at client locations, ensuring seamless operations for extended durations
  • One being Clover SA
  • Transitioned to a permanent role at Clover SA following the liquidation of Polygon Systems.

Education

Agile Training -

Pink Elephant

OHS Fire Fighting -

Absolute Health Services
07.2024

OHS First Aid -

Absolute Health Services
06.2024

Crucial Conversations -

in-house Strate Pty Ltd
12.2022

ITIL v2 Foundation -

Foster-Melliar
11.2008

BCOM Business Management -

UNISA
01.2000

Matric -

Bracken High School
01.1996

Skills

  • Time Management
  • Problem-solving
  • Leadership
  • Teamwork
  • Critical Thinking
  • Adaptability
  • Effective Communication
  • Team Engagement
  • Incident Management
  • Business Continuity
  • Escalation management
  • Stakeholder Management

Languages

English
Portuguese

Timeline

Change and Incident Manager

Strate Pty Ltd
01.2007 - 09.2024

IT Systems Administrator

Clover SA
04.2004 - 12.2006

IT Consultant/Developer

Polygon Systems
01.2001 - 04.2004

Agile Training -

Pink Elephant

OHS Fire Fighting -

Absolute Health Services

OHS First Aid -

Absolute Health Services

Crucial Conversations -

in-house Strate Pty Ltd

ITIL v2 Foundation -

Foster-Melliar

BCOM Business Management -

UNISA

Matric -

Bracken High School
Rita Van Zyl