Transition and Major Incident Coordinator

1 week ago

Johannesburg, South Africa Epiroc Full time
Job title : Transition and Major Incident Coordinator Job Location : Gauteng, Johannesburg Deadline : December 12, 2024 Quick Recommended Links
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Your mission

  • As a Transition and Major Incident Coordinator, you will ensure smooth IT service transitions and efficient incident response. You’ll identify improvement areas by analyzing trends, develop reports and dashboards to track performance, and maintain documentation aligned with ITIL standards, driving process enhancements.

Key responsibilities when it comes to IT transition:

  • Lead and manage end-to-end IT service transition processes for new or modified services.
  • Collaborate with project managers, developers, and operations teams to define transition requirements, timelines, and deliverables.
  • Conduct thorough impact assessments and ensure that all stakeholders understand the impact of upcoming changes.
  • Establish, monitor, and document KPIs and SLAs to measure service stability post-transition.
  • Ensure smooth handover of new or modified services to operational teams, including training and documentation.
  • Perform post-implementation reviews to identify lessons learned and improve future transitions.

Key responsibilities when it comes to major incidents:

  • Act as the primary point of contact and escalation manager for major incidents, coordinating across IT teams to ensure timely resolution.
  • Establish and manage an incident command structure during major incidents, ensuring clear roles, responsibilities, and communication.
  • Provide timely, accurate, and ongoing incident updates to stakeholders, including senior management, customers, and impacted teams.
  • Collaborate with technical teams to perform root cause analysis, document findings, and implement corrective actions.
  • Develop, implement, and refine incident response and recovery plans to minimize downtime and prevent recurrence.
  • Conduct post-incident reviews and work with teams to identify opportunities for improving incident response and resolution processes.

Your Profile

We are seeking a person with:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
  • That have a few years of experience in IT service management, with a focus on transition and incident coordination.
  • Solid understanding of IT transition processes, including change management, service design, and deployment.
  • Knowledge with ITSM tools (e.g., ServiceNow, Jira) and basic knowledge of networking, server management, and cloud environments
  • Experience in managing major incidents and IT transitions in a complex, multi-vendor environment.
  • It is a preferred if you have ITIL v3/v4 Foundation or similar certification in IT Service Management.
  • Strong communication skills, with the ability to lead discussions with both technical and non-technical audiences.
  • Excellent analytical and problem-solving abilities, with the capacity to stay composed under pressure.
  • Strong organizational and time-management skills, enabling effective prioritization of tasks.

Location and travel

  • Preferred locations for this position are Örebro, Sweden; Prague, Czech Republic or Johannesburg, South Africa, but other locations within the EMEA region may be considered.

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