Lead Incident Manager

Purpose:

To ensure the Incident Management process is managed in order to ensure that the normal service operations is restored as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Formal Education:

Matric minimum

Experience:

Experience in the IT industry with specific focus on Outsourcing (3 to 5 years)

• Experience in Service Support Services and Service Delivery (2 to 3 years)

• Experience in the IT Operations Environment will be an advantage (1 year)

Technical/Legal certification:

• Successful completion of the ITIL Foundation certification exam

• ITIL Practitioner certification advantageous

• SIAM Foundation Qualification advantageous

Responsibilities:

• To ensure a functional, effective and efficient Incident Management process across clients, service lines and locations

• Accept the leading role in the management of high impact incidents by ensuring efficient resolution and communication of high impact incidents within service lines, as well as effective escalation as appropriate

• Provide support and coaching to the Service Desk agents to effectively execute the Incident Management process

• To effectively integrate and manage handover of incidents to Problem Management as defined by existing processes

• To provide integration with and support to the Problem and Change Management processes as required

• To ensure effective SLA reporting and required management information in area of responsibility

• To take responsibility for the adherence to ITIL frameworks in area of responsibility

• To operate a continuous improvement process to initiate process improvements within area of responsibility

• Monitor the overall Incident Management Process against key performance indicators in order to evaluate process quality

• Ensure effective SLA reporting and required management information in area of responsibility

Key Competencies:

Knoewledge

• Good understanding of business strategies and business process management- Desirable

• Strong technical understanding of hardware, software, application development, operations, and networks- Essential

• Thorough knowledge of ITIL and/or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management – Essential

Skills:

• Strong problem-resolution skills

• Communication skills: ability to express clearly, articulate and encourage open communication.

• Effective interpersonal presentation and interpersonal skills

• Decision making skills makes decisions and understand the implications of a decision

• Customer relations skills: keep closer to the customer to build relationship

• Collaboration skills: build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business

Personal Attributes

• Presenting and Communicating Information - Essential

• Delivering Results and Meeting Customer Expectations - Essential

• Relating and Networking- Essential

• Persuading and Influencing- Essential

• Deciding and Initiating Action-Essential

• Analysing -Essential • Leading and Supervising - Desirable

• Coping with Pressures and Setbacks-Desirable

• Applying Expertise and Technology-Desirable

• Planning and Organising-Desirable

• Creating and Innovating-Desirable

• Achieving Personal Work Goals and Objectives-Desirable