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Critical Incident Specialist

3 months ago

Johannesburg, South Africa Data Centrix Full time
Key outputs

  • Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA [root cause analysis] and remediation plans and actions)
  • Drive for timely workarounds, document known issues and oversee problem management of incidents
  • Analyze, determine operational impact and act as final authority for all change implementations
  • Analyze, monitor and predict trends and develop plans designed to maintain service effectiveness
  • Conduct regular tests to simulate disasters and prepare in the event of real situations
  • Act as liaison for all stakeholders with interests and input in incident management processes
  • Communicate very effectively with frontline service specialists and BU staff in case of disasters
  • Manage and record any changes which are implemented in the environment
  • Maintain a cross functional / multi-vendor escalation matrix
  • Ongoing refresh of the Business Continuity Plan (BCP)

Qualifications required

Prescribed:
An undergraduate qualification (bachelors degree or equivalent) in the relevant IM discipline.
Preferred:
It would be advantageous to have a post graduate qualification in the relevant IM discipline OR a proven track record of extensive practical experience in a role and context of similar complexity

Certifications required

ITIL Certification and solid understanding of ITIL processes

Technical knowledge

  • The specific IM field, controls and risk mitigation
  • Business Unit plans and initiatives
  • Frontline IM services, toolsets, compliance and standards
  • Outsourced team management to ensure effective resource utilization across the portfolio
  • Deliver a portfolio of IM services to a defined client base
  • Hold vendors to account on SLA indicators
  • Liaise with solutions design and architecture to make sure that roadmaps are followed, and services are introduced with excellence
  • Analyze and identify risk root causes and quantify potential business impact
  • Engage with key stakeholders and understand their process requirements
  • Implement best-fit solutions to meet stakeholder requirements and contribute to IM process enhancements
  • Perform continuous monitoring reviews and measure defined quality and quantity indicators
  • Interpret policy and explain why work needs to be completed in a particular manner
  • Explain how a particular process task needs to be fulfilled
  • Assign and re-assign work to ensure that outputs and the elimination of waste
  • Participate in business initiatives/projects and the different processes involved