Incident Manager
Xcede Group | Cape Town | jobspire.co.za |
Xcede
What will you be responsible for?* 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 initiate escalation procedure where necessary.* 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.* Weekly report back meetings with client.* Chair daily major incidents meeting attended by third party vendor as well as internal service support teams.* Daily, 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 SGT 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.
What will set you up for success?* Profitable Underwriting* Client service (Complaints/queries/investigations/advice)* Coaching, training and quality management* Reporting and adhoc meetings* Incident and Problem Tracking* ComplianceQualifications* IT related Degree or Diploma and/or a minimum of 3 years relevant IT experience* ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)Experience* 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
What will you be responsible for?* 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 initiate escalation procedure where necessary.* 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.* Weekly report back meetings with client.* Chair daily major incidents meeting attended by third party vendor as well as internal service support teams.* Daily, 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 SGT 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.
What will set you up for success?* Profitable Underwriting* Client service (Complaints/queries/investigations/advice)* Coaching, training and quality management* Reporting and adhoc meetings* Incident and Problem Tracking* ComplianceQualifications* IT related Degree or Diploma and/or a minimum of 3 years relevant IT experience* ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)Experience* 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
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