Incident Manager - IT R

Under general direction, assesses complex situations that involve greatest risk. Provides guidance, manage and coordinate the resolution of Major IT incidents to minimize impact and downtime to the Business.

Permanent, Cape Town based role

Role Responsibilities
Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key Stakeholders.
Manage persistent incidents from Trend analysis and/or Management escalations.
Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiative escalation procedure as appropriate.
Understand and appreciate the impact of incidents on the various Clients'' Business, and/or Business SLA''s allowing for prioritization and direction.
Manage Post Mortems for all major incidents to a satisfactory conclusion.
Continuous improvement of the Major Incident Management Process.
Keep Service Desk informed of progress on major incidents and potential workarounds.
Represent in Weekly Report Back Meetings with Client.
Chair Daily Major Incidents Meeting attended by Third Party Vendor as well as internal Service Support Teams.
Daily Reporting
Weekly and Monthly Reporting if required
Schedule, Facilitate and Chair Adhoc task team meetings to ensure that Major/Re-occurring incidents are restored as soon as possible and that the root cause is identified and resolved.
Provide input for Monthly MIS Reporting.
Member of Change Approval Board and approval of Emergency Changes.
Quarterly operation incident reporting as input to the Risk Report.
Review the continuous improvement of the Incident Management process.
Trending of re-occurring incidents and assist with the implementing of additional controls and/or process improvements.
Assist the Service Desk Team Leader with P3 escalations when required.
Assist with the implementation of Quality Improvement initiatives at the Service Desk.
Additional requirements
IT related Degree or Diploma and/or a minimum of 3 years relevant IT experience
ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)
3 Years IT Experience
Some experience in Incident Management role will be advantageous
A proven track record of experience in the ITIL disciplines
Experience in working with multiple Service Providers and Technologies
Excellent understanding of ITIL and ITIL Governance
Knowledge of one or more of the Clients'' Business and Systems will be an advantage
Knowledge and Skills
Profitable Underwriting
Client service (Complaints/queries/investigations/advice)
Coaching, training and quality management
Reporting and adhoc meetings