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Incident and Problem Manager: Shared Services

4 months ago

Johannesburg, South Africa Elite Search and Selection Full time

Gauteng, Johannesburg
- R 720 000 - R 960 000 Annually Cost To Company- Role: Incident and Problem Manager: Shared Services (ISP)
Location: Johannesburg
A leading ISP/ICT company is looking for an Incident & Problem Manager who will be accountable for managing the major incident process for Urgent and High business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism. The Incident & Problem Manager is responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents. The I&P Manager reports to the Head of Operations & CX.
This is a world class company with a fabulous and dynamic service delivery team and there are also opportunities for growth and development

**Requirements**:

- Bachelor’s degree or higher diploma with qualifications in computer science, electrical engineering, telecommunication engineering, information technology and related fields.
- Certificates, Licenses, Registrations: ITIL, CCNA, advantageous
- Service Management experience
- Previous Team Leader skills & experience and Management Experience
- Customer Experience & Methodology
- Planning and execution experience
- Customer Operations experience
- Knowledge of Major Incident & Definition
- Strong background in Incident Management in an ISP managed service environment
- Understanding of ISP Infrastructure and Operating Systems
- Strong experience of delivering service quality within an ITIL framework
- Call Centre Management
- Service Management
- For more information please contact:

- Diane Schmucking