Incident Manager

Role Summary

This role is primarily responsible for the delivery of ITIL-aligned operations supporting the Major Incident Management Process. Your primary objective is the restoration of normal service operation as soon as possible following a major incident, to ensure the minimum adverse impact to business operations, within the agreed Service Level Agreement (SLA). You will also own the Problem Management process, ensuring root cause of Major Incidents are found and appropriately managed.

We are based in Century City, Cape Town. Whilst this is ideally a hybrid-working role, should you not live within commutable distance to Century City we are happy to speak to strong candidates that live remotely to Cape Town.

• Owns the Major Incident and Problem Management Processes, and ensures escalations are responded to and owned through to resolution.
• This role supports Continuous Service Improvement (CSI) through Problem Management to minimise the re-occurrence of repeat incidents and MIs through regular problem analysis.
• Responsible for working collaboratively with Technical Support teams to prevent major incidents through regular trend analysis
• Provide oversight to ensure permanent fixes are implemented, recorded, and communicated to relevant stakeholders.
• Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
• Contribute to the Knowledge Management Process by participating in any Knowledge Management Review and assisting with the update and operation of the Knowledge Management System (KMS) and related Knowledge Articles.
• Ensure existing problems and known errors are understood and managed
• Regularly review MIM processes and recommend possible improvements utilising appropriate tools.
• Engage with suppliers to help ensure major incident and problems are managed and resolved in a timely manner.
• Chair Major Incident Bridge calls and Post Incident Reviews when required.
• Ensure Major Incident Management procedures are adhered to.

Required Qualifications, Skills And Capabilities

• Incident Management, Major Incident Management or Strong Problem Management experience in a managed services environment is a must for this role.
• Excellent oral and written expression
• Good active listening skills
• Clearly explains complex concepts and arguments to individuals and groups
• Assertive, confident, positive and a professional manner.
• Prepare written material that is well structured and easy to follow by the intended audience
• Represent the organisation in an honest, ethical and professional way and encourage others to do so
• Exceptional attention to detail and thoroughness
• Previous experience in a similar role within a Service Provider/Managed Services or Service Integrator type business

Working Hours

This is a Monday to Friday only Support role. You will be part of a larger team that works an average of 40 hours per week across a shift rotation that covers 24 hours per day, 7 days per week. This role will predominantly work shifts that covers 7am to 7pm (British Standard Time or Daylight Savings Time).

KPIs

• Ensure watch lists are updated with the appropriate audience prior to promoting an incident to Major
• Ensure Business Services, Impacted Services and affected locations are appropriately updated in every Major Incident
• Ensure guidelines for updates are followed (e.g., Business Impact, Actions taken, etc)
• Ensure communication tasks are correctly assigned, actioned, and closed as appropriate
• Ensure comprehensive handover at the end of your shift for any Major Incidents you have worked on during your shift.
• Manage escalations to ensure they do not become complaints
• When responding to a proposed Major Incident run the Major Incident Review / Proposal process using the MIM work bench
• Meet the 10-minute SLA after promoting a ticket to a Major Incident. Initiating correct communication plan per customer
• Confirm plan with customer contact if not already pre-defined
• At minimum hourly customer facing update to be sent
• Setting up and leading bridge calls when required
• Making sure that the correct audience are part of bridge calls
• Ensure that proposed Major incidents are valid and address NOC / Managed Services incidents correctly
• Attain a score of 95% on ticket handling quality reviews
• Meet the OLA of 5 minutes to respond to a Major Incident proposal

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