Incident Management Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Dimension Data Full time

Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or event.

**Key Roles and Responsibilities: - Keeps a log of incidents and examines and analyses received incidents. Implements structured process flows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge articles.

  • Models incidents based on their categories allowing easy prioritization.
  • Resolves incidents within the specified service level agreements or operational level agreements to ensure restoration.
  • Assist with the documentation of troubleshooting steps and service restoration details Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.
  • Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar nature.
  • Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall incidents.
**Knowledge, Skills, and Attributes: - Good analytical and reasoning skills

  • Strong ability to interpret processes and policies
  • Strong ability to analyze and interpret data to inform continuous improvement initiatives
  • Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
  • Proactive in approach and good attention to detail
  • Achievement driven and delivery focused while maintaining the required quality
  • Display client service orientation with good communication skills

Academic Qualifications and Certifications:

  • Degree in a Computer Science or Information Technology field, or some equivalent work experience
  • ITIL certification (expert level)
  • ITIL Expert


 Lean
  • Agile
  • Six Sigma


 COBIT
  • Kepner Tregoe
  • ISO20000
  • ISO15504
**Required Experience: - Demonstrated experience working with internal and external stakeholders

  • Demonstrated experience analyzing processes and recommending improvements
  • Good experience in ITSM
  • Proven experience managing incidents of a complex nature
  • Experience with writing knowledge articles
  • Service desk experience
  • Experience working with data sets

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