IT Incident Manager

2 weeks ago

Cape Town, Western Cape, South Africa 5th Dimension Consulting Full time
May 9, 2023 | Information Technology (IT)

Job Role
Under general direction, assess complex situations that involve greatest IT risk. Provide guidance, manage and coordinate the resolution of Major IT incidents to minimize impact and downtime to the Business.

Responsibilities

  • 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 mínimal business impact, and initiate escalation procedure as appropriate.
  • Understand and appreciate the impact of incidents on the various Group Technology clients' Business, and/or Business SLA's allowing for prioritisation 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.
  • Represent Group Technology in Weekly Report Back Meetings with Client.
  • Chair Daily Major Incidents Meeting attended by Third Party Vendor as well as internal Service Support Teams.
  • Daily Reporting
  • Weekly and Monthly Reporting if required
  • Schedule, Facilitate and Chair Adhoc task team meetings to ensure that Major/Reoccurring 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 Group Technology Incident Management process.
  • Trending of reoccurring 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.

Requirements:

_Qualifications_

  • Matric
  • IT related Degree/ 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.

_Knowledge/ Skills_

  • Client Service (Complaints/Queries/Investigations/Advice)
  • Coaching, Training and Quality Management
  • Reporting and adhoc meetings.

  • Incident Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Financial Services Company Full time

    Attention Tech Enthusiasts Do you have a knack for solving complex IT problems? Does the idea of minimizing business impacts through quick and efficient solutions excite you? If so, an incredible opportunity awaits youThe esteemed Company Group Technology is on a mission to enhance their IT prowess. Known for providing digitally enabled technology services...

  • Major Incident Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Advania UK Full time

    Role SummaryThe Major Incident Manager (MIM) 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...

  • 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....

  • Major Incident Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Logicalis Full time

    Job SnapshotEmployee Type: Full-TimeLocation:Cape TownJob Type: ManagementExperience: Not SpecifiedDate Posted: 5/31/2024Why choose Logicalis?It's not just IT solutions, It's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative...

  • Major Incident Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Logicalis Full time

    Why choose Logicalis?It's not just IT solutions, It's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to...

  • Major Incident Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Logicalis Full time

    Job Description Why choose Logicalis? It's not just IT solutions, It's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes. Our customers span industries and geographical regions;...

  • Major Incident Manager

    4 weeks ago

    Cape Town, Western Cape, South Africa Logicalis Full time

    Why choose Logicalis?It's not just IT solutions, It's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to...

  • Workplace Incident Management Investigator

    2 weeks ago

    Cape Town, Western Cape, South Africa Pinkerton Full time

    We are as invested in your career as you are.As you navigate through these uncertain times, know that Pinkerton has been a stable, thriving corporation for over 170 years. As recognized leaders around the globe in the corporate risk management industry, you can rest assured that joining us now means moving to a future-looking company. We are here today, will...

  • Incident and Release Co-ordinator

    2 weeks ago

    Cape Town, Western Cape, South Africa Hi-Tech Recruitment Full time

    Western Cape, CPT - CBD**R R Annually Basic Salary (Medical Aid, Stanby allowance and bonus, Market related, Negotiable)Your Incident and Release Managment skills in highly scalable environments as well as your ITIL experince are the key to unlock this exciting roleWhats needed: Bachelor's Degree in engineering, information systems, or related field and...

  • Major Incident Specialist Graduate

    2 weeks ago

    Cape Town, Western Cape, South Africa CSG Full time

    Hi, I'm Viwe Phamayour Recruiter and guide to joining CSG. At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to...

  • SAP SD Consultant

    2 weeks ago

    Cape Town, Western Cape, South Africa Sabenza IT Full time

    SAP SD Consultant SD, Functional - SAPCape Town - Western Cape - South AfricaAre you interested in joining the world market leader in SAP add-on solutions?Become part of a team with leading global tools for managing medical equipment.Location: Cape Town (on-site)Desirable Qualifications and Experience: Relevant bachelors degree (B. Tech, BSc Informatics...

  • Major Incident Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Logicalis Full time

    Why choose Logicalis?It's not just IT solutions, It's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to...

  • Senior IT Operations and Advice Capabilities Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Progressive IT Resourcing Full time

    Who are we?This Department is dedicated to supporting, growing, and empowering clients with affordable, easy, and suitable solutions, primarily through face-to-face intermediary channels, but also directly. They have approximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of their clients.What...

  • Senior SAP Security Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Recru-it Full time

    Role: As an SAP Security Specialist, you will be responsible to provide security support within the SAP landscape of the company. That could include S/4H Finance, Solution Manager, GRC, ECC HR, BTP, Successfactors, HANA Databases etc. You will be responsible to assist with user/role remediation activities on the various SAP systems based on the Segregation...

  • Print Management Product Lead

    2 weeks ago

    Cape Town, Western Cape, South Africa Group IT Operations Full time

    IntroductionThrough our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards program), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.Role PurposeThe Digital Collaboration Services...

  • IT Support Technician

    2 weeks ago

    Cape Town, Western Cape, South Africa Privilege IT Solutions Full time

    Summary:A young, dynamic IT solution company based in Cape Town is looking for a vibrant IT Technician, with their own vehicle to provide IT support to our clients.FUNCTIONS / RESPONSIBILITIES: Valid Driver's License Ability to work independently and within a team. Customer Service OrientatedResponsibilities: Enduser Remote and In-Person support Responsible...

  • IT Governance Officer

    2 weeks ago

    Cape Town, Western Cape, South Africa Progressive IT Resourcing Full time

    What will you do?The IT Governance Officer will be responsible for providing administrative and operational support for the Governance and Vendor Management functions within our client site.What will make you successful in this role?The following outcomes will be expected to be achieved by the IT Governance Officer:IT Governance: Ensure adherence to the...

  • Technical Transition Coordinator

    2 weeks ago

    Cape Town, Western Cape, South Africa Progressive IT Resourcing Full time

    Our ClientCompany Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. They operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...

  • Ifs Ops Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Sabenza IT Full time

    IFS Ops Manager IT Manager - ITCape Town - Western Cape - South AfricaJoin our dynamic team as a IFS Ops Manager, where innovation meets impact At the forefront of global strategy, our Consulting company in Cape Town invites you to pioneer change and shape industries.Elevate your career with unparalleled opportunities and be part of a transformative journey....

  • Sto Fault Management

    2 weeks ago

    Cape Town, Western Cape, South Africa Tower Group Full time

    STO Fault Management Specialist required in Belville on a contract of 6 month period. This role is required to monitor the Transport network (24/7), troubleshoot and co-ordinate resolution of fault with the various support areas and to perform root cause analysis and drive incident lifecycle.Requirements: MatricDegree / 3 Year National Diploma (S4) within...