Incident Manager

Recruiter:

Network Recruitment

Job Ref:

NWA001609/MG

Date posted:

Sunday, August 21, 2022

Location:

Centurion, South Africa

SUMMARY:
Recruiting for an Incident Manager!

JOB DESCRIPTION:

Job Description:

Ensure SLA adherence for internal/external customers
Report to management on adherence to SLA for internal/external customers
Ensure compliance of incidents logged against the call logging process
Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services
Follow incident management protocols and restore provided IT services to normal operation as quickly as possible
Report major system issues to upper management
Coordinate and chair incident meeting
Compile incident report and RCA for management
Consistent feedback and follow-ups on outstanding incidents logged to Network Operators Communicate outages to affected staff as necessary
Management of Network Operator incident resolution and feedback to the business
Ability to assess faults, prioritize, respond, and escalate accordingly
Follow-up on all service interruption through to resolution while sending communication to the business
Analyzing of incidents trend and providing graphical data
Compile and distribute RCA to the relevant parties
Actively seeks ways of improving incident management processes
Continuous improvement of the incident management process
Drafting of the incident management procedures and processes
Continuous improvement of the escalation processes
Ensure incidents are updated timeously and communicated accordingly
Coordinate major incident meetings as and when required
Coordinate and chair weekly incident management meeting
Ensure compliance with incident management standards
Ensure compliance with network standards
Support Knowledge repository
Maintenance of service interruption templates
Investigate new processes and procedures to improve the incident Management process

Education:

Matric Certificate
Tertiary Education (IT Diploma or equivalent qualification in Information Technology)
ITIL Foundation V4

Job Experience & Skills Required:

5 Years’ Experience in a Technical Support or similar role (Proven track record within a NOC, IT or ISP environment)
Strong knowledge of IT service management including ITIL framework
Good Communication skills (both written and verbal)
Be flexible and adaptable

Apply now!

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