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 engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic

ROLE PURPOSE

The Major Incident Manager will provide oversight for coordination, communication, and reporting of all Priority 1 level incidents.
The role requires the hired incumbent to be available based on a schedule when Major Incidents occur. (This may be based on Shifts/Stand-by)

ROLE RESPONSIBILITIES:

Initiate and lead Major Incident bridges.Coordinate the restoration of services impacted by Major Incidents by engaging technical resources hierarchically or functionally.Participate in the Incident and Problem Management Processes, Policies and Procedures.Manage the Major Incident Management function, to include regular assessments of procedures to ensure they are well-documented and sustainable.Ensure the appropriate communications are sent to IT and business leadership, keeping them advised of the incident and business impact. To help make timely decisions that are required to reduce business impact.Develop strong relationships with technology towers, vendors and customer resolvers.Draft reports as required per service.DELIVERY RESPONSIBILITIES:Manage Major IncidentsCompile and provide communicationSetup and host bridge callsCoordinate resourcesReportingHandover to Problem ManagementCommunicate with stakeholdersCommunicate with Change Management
KEY PERFORMANCE INDICATORS:
KPI's Percentage of High Impact/Major incidents restored within service level.
• ISO and 20000 Compliance.Ticket Management Disciplines and SLA's.Draft and present quality PIRs and related statistical reporting with consistently good output.Skills and CompetenciesAccountable Execution.Agile Transformation.Cross-Business Engagement.Entrepreneurial Spirit.Excellent Customer SolutionsImpactful Communication.Inclusive TeamworkPositive Resilience.Self-Driven LearningSmart Decision Making
PERSON REQUIREMENTS:EXPERIENCE:Demonstrated proficiency in IT terminology, systems, and processes.Effective verbal and written communication skills for the purpose of providing and explaining MIM information and status to management, staff, and vendors as well as to conduct the proceedings of the bridge.Ability to translate complex technical issues into business speak.Ability to multi-task (handle large number of people/departments on the phone, email and IM at same time)Ability to manage and coordinate independently and without supervision. It will be advantageous to have good organisational and planning skills.Able to work tight deadlines under pressure to ensure minimal impact to the customer's service/business.Methodical and logical mindset.Demonstrate experience in resolving problems.5+ years' experience in Enterprise IT working with Infrastructure and/or Application support or other similar areas of relevance.It is essential to have good general knowledge of technology.It would be advantageous to have 2 years' experience in a similar role.Understanding of a ITSM toolset. (experience using ServiceNow is beneficial).Having worked in a shift or standby scheduled environment where support may be required 24x7.Worked in an ISO 27000 and ISO environment. QUALIFICATIONS:ITIL certification(s) (minimum ITIL OSA)Excellent knowledge of IT Infrastructure.Matric (Grade 12)Prince2 advantageous
ADDITIONAL SKILLS/ATTRIBUTES:
Self-Starter, with ability to work alone and manage workload delivering to tight deadlinesCustomer facing:Professional, diligent, enthusiastic and energeticAbility to lead technical discussions with assistance of a SMEA strong brand ambassadorExcellent interpersonal skillsAnalytical nature - identifying issues that are parallel to your ownStrong attention to detailWell organised and methodicalFlexible, Resilient & Tenacious.A capable person who is able to 'get things done'.Able to cut through the issues that prevent service improvement, optimisation or delivery.Approachable & Dynamic.Able to position clear messages (verbal and written) with stakeholders at all levels (junior and senior to this role).Able to respond to complex situations and innovate / drive a response to protect customer experiences.Willing to prioritise key activity without blocking less urgent, but important tasks.CollaborativeAble to naturally collaborate across teams to ensure Logicalis interests are understood and supported.Considered a 'go-to' person by stakeholder groups, based on enthusiasm, knowledge and attitude.QualityoSet high standards and ensure Logicalis adheres to good practice and quality commitments (e.g. ISO standards)

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