Incident Manager

**Job ID**:18131**Position Type**:Full-Time**Job Function**:Information Technology**Workplace Type**:Head Office**Division**:TFG Infotec**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
We're looking for an **Incident Manager** to be part of our Service Management team to be responsible for the effective management of the Incident Management and Problem Management Lifecycle.

With a robust strategy focusing on People, Process and Technology, we believe that our culture and the quality of our people are our greatest strengths. As such, we need to employ top talent to support our key business functions.

TFG’s IT division provides innovative, strategic and cost-effective ICT solutions and professional services to TFG and its subsidiaries. Working for TFG means; working with highly talented professional individuals, who are passionate about collaboration, creativity and working towards successful customer service.
- ** The Key Performance Areas of this role will be as follows**:

- Manage the day to day incident operational activities within the organisation, including related sub processes such as incident management support, incident logging and categorisation, immediate incident resolution by 1st level support, incident resolution by 2nd level or specialised teams, handling of major incidents, incident monitoring and escalation, incident closure and evaluation, pro-active user information and incident management reporting.
- Managing and chairing the daily Incident Management review meeting;
- Driving efficiency and effectiveness of the Incident Management processes to ensure IT service disruptions are minimised;
- Business communication and notification of high priority service disruptions;
- Providing business focused management information related to SLAs;
- Reviewing of escalation processes in line with SLAs;
- Facilitation and co-ordination of TFG Infotec Teams and 3rd party service providers;
- Ensuring relevant audit checks and controls are in place, and monitored for compliance to policy and processes for Incident Management;
- Producing relevant Incident Management reporting and metrics, as well as identifying trends; integrating with the Problem Management Process.
- Reviewing of incident data and trending, highlighting IT service risks and making recommendations to team managers;
- Keeping TFG Infotec aligned to ITIL Incident Management;
- Provide inputs and outputs to and from other ITIL lifecycles applied such as Problem and Change Management;
- Establishing and documenting repeatable and accepted processes between Incident, Problem, Change Management, Service Desk and SDM’s;
- Manage, maintain and update related Policies and Processes;
- Incident & Change Management standby;
- Backup to Change Management.

**Requirements**:

- Must have a Relevant Tertiary qualification
- 3 - 5 years’ relevant experience
- Self-driven and motivated and a passion for IT Service Management
- Excellent attention to detail, analytical and problem solving skills
- Ability to work under pressure and display initiative
- Excellent communication skills [verbal and written], communicate effectively at all levels & liaise with the support teams and various divisions
- Strong organizational and planning skills
- Ability to work independently, as well as within a team
- Strong administrative skills
- Proficient in MS Office
- Willing to perform standby duties on a rotational basis