Siviwe Mamba
Johannesburg
Summary
A seasoned Incident Manager at Discovery Ltd, I excel in SLA management and team leadership, ensuring swift resolution of critical incidents. With a proven track record in ITIL framework application and enhancing customer relations, analyses and trending.
Overview
18
18
years of professional experience
Work History
Incident Manager
Discovery Ltd
01.2023 - Current
- Liaison with clients and handling of communication updates to businesses involved in critical incidents.
- Identify potential major incidents and reoccurring events, and coordinate with stakeholders to ensure incidents are resolved within SLA.
- Ensuring correct execution of Incident Management Processes
- Ensuring that all steps in the incident management and major incident life cycle are followed.
- Transferring recurring incidents, as well as major incidents, to Problem Management.
- Tracking of the root cause analysis and problem management document.
- Setting up and sharing the Post-Major Incident review session to outline whether the Major Incident process was followed, and to understand the remedial actions and root cause
- Attending and presenting weekly and monthly incidents on different forums.
- Attending the Change Advisory Board meeting to assist in assessment, understand business impact, and communicate all upcoming changes to the business and stakeholders.
- Conducting periodic statistical reviews of all incidents, identifying trends, and producing management reports on incidents and recommendations.
- Involved in the process of defining SLAs with business and external parties.
- Delegation/review of tasks, and providing feedback to team members.
- Performance management (objective setting, feedback, appraisals, incentives, and addressing poor performance)
- Assessing skills requirements, driving the implementation of personal development plans.
- Continual improvement via QA and training sessions.
- Interrogate a series of data both systematically and manually to determine a common occurrence or identify an outage, collect all relevant outage information, group related outages together, understand which areas of the business are impacted, ascertain what the exact outage scenarios are that are being experienced, and to what extent the business is impacted by the outage.
- Continuously refine the standards based on feedback from the business community, results of QA findings and feedback from forums
Incident Analyst (Associate Specialist) and Quality Auditor
Discovery Ltd
07.2020 - 01.2022
- Initiate major incidents to Problem Management for problems identified
- Ensuring correct execution of Incident Management Processes
- Verify resolution with end-users and resolve assigned incidents
- Provide Daily and Monthly Major incident reports
- Provide trending reports
- Ensure resolution of incidents within the specified Service level Agreements/Operational level Agreements
- Ensure that Incidents assigned are resolved and that service is restored
- Provide Proactive monitoring (Dynatrace) for all companies in agreements with, escalate alerts timely and notify teams affected
- Escalate all process issues to the Incident manager
- Perform analysis and compile QA reports
- Facilitate coaching and weekly team training sessions
- Compiling of team’s shift roster (scheduling)
- Ensure all maintenance, incidents and patch communications are published
- Identify potential problems and/or increasing trend of repetitive incidents
Incident Analyst
Discovery Ltd
11.2015 - 01.2020
- Initiate major incidents to Problem Management for problems identified
- Ensuring correct execution of Incident Management Processes
- Verify resolution with end-users and resolve assigned incidents
- Provide Daily and Monthly Major incident reports
- Provide trending reports
- Ensure resolution of incidents within the specified Service level Agreements/Operational level Agreements
- Ensure that Incidents assigned are resolved and that service is restored
- Provide Proactive monitoring (Dynatrace) for all companies in agreements with, escalate alerts timely and notify teams affected
Incident Analyst
Business Connexion
01.2013 - 01.2015
- Establishing and execute process and associated reporting
- Ensure that assigned call requests and incidents are properly logged and responded to in a timely manner and according to agreed standards and procedures
- Monitor and escalate SLA within the agreed milestones with the client
- Escalate poor performance with the relevant Business Units and the Service Managers
- Incident Analysis on tickets logged, address incidents that move between different support groups to ensure that responsibility and resolution for the incidents is established
- Incidents and Requests trending
- P1 and P2 calls managing
- Trending Analysis for the week
- Establishing KPI’s and deliverables
- Review and report poor quality of calls, Liaise with all stake holders for good quality measure for the clients
- Reviewing existing process and amend when necessary
- Monitor and ensure all ITIL process is followed
- Investigate and report on all root causes of breached SLA’s tickets
- Ensure that all incidents are updated accordingly and timelessly
Junior Customer Engineer
Business Connexion
01.2007 - 01.2013
- Provide remote support to corporate clients
- Logging live and e-mail calls
- Ensure continuous business improvement through use well established processes
- Provide detailed personal advice and guidance to all users in the effective use of systems, products and services available to them
- Successfully diagnose underlying causes and help users to recover or continue operation
- Ensure that an effective interface between users and service providers is provided for all requests that cannot be resolved by supplying all necessary diagnostic information, according to established procedures
- Training junior team members
Education
Service Now fundamental Programme -
ServiceNow Online
12.2022
Discovery Management Development Programme -
University of Cape Town – Graduate School of Business
12.2022
ITIL 4 Specialist - Create, Deliver and Support -
Foster Melliar
12.2022
ITIL 4 Foundation - IT Service Management
Torque IT
12.2021
ND - Information Technology - Information Management
University of Johannesburg
12.2006
Grade 12 -
Bhukulani Secondary School
Skills
- IT processes
- ITIL framework
- Remedy
- ITSM system
- CA Service desk manager
- ServiceNow
- SLA management
- Incident priority assessment
- Analyses and Trending
- Post incident reviews
- Reporting
- Customer Relations
- Team Management
- Performance Management
- Training
Ethnicity
African
Languages
- English
- Xhosa
- Zulu
- Sotho
References
- Lourens Greyling, Discovery, 0834122438, lourensg@discovery.co.za
- Eugene Ndhlovu, 0614727506
Personal Information
- ID Number: 8505095846085
- Nationality: South African
Timeline
Incident Manager
Discovery Ltd
01.2023 - Current
Incident Analyst (Associate Specialist) and Quality Auditor
Discovery Ltd
07.2020 - 01.2022
Incident Analyst
Discovery Ltd
11.2015 - 01.2020
Incident Analyst
Business Connexion
01.2013 - 01.2015
Junior Customer Engineer
Business Connexion
01.2007 - 01.2013
Service Now fundamental Programme -
ServiceNow Online
Discovery Management Development Programme -
University of Cape Town – Graduate School of Business
ITIL 4 Specialist - Create, Deliver and Support -
Foster Melliar
ITIL 4 Foundation - IT Service Management
Torque IT
ND - Information Technology - Information Management
University of Johannesburg
Grade 12 -
Bhukulani Secondary School
Similar Profiles
Andrew GourdieAndrew Gourdie
Sport Presenter - Newshub Live at 6 at Newshub/Warner Bros Discovery/Warner Bros DiscoverySport Presenter - Newshub Live at 6 at Newshub/Warner Bros Discovery/Warner Bros Discovery
Karen EsquerraKaren Esquerra
ACCOUNTING MANAGER at Discovery Land Company / Discovery BuildersACCOUNTING MANAGER at Discovery Land Company / Discovery Builders
Taylor LindahlTaylor Lindahl
Volunteer at The Discovery Children's Museum- Discovery GalaVolunteer at The Discovery Children's Museum- Discovery Gala