Incident Manager

4 months ago


Bellville, South Africa Sanlam Full time

Who are we?
Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam. What will you do?
Under general direction, assesses complex situations that involve greatest risk. Provides guidance, manage and coordinate the resolution of Major IT incidents to minimise impact and downtime to the Business. What will make you successful in this role?
Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key Stakeholders.
Manage persistent incidents from Trend analysis and/or Management escalations.
Proactively manage incidents to satisfactory resolution in a timely manner, ensuring mínimal business impact, and initiate escalation procedure as appropriate.
Understand and appreciate the impact of incidents on the various SGT Clients' Business, and/or Business SLA's allowing for prioritisation and direction.
Manage Post Mortems for all major incidents to a satisfactory conclusion.
Continuous improvement of the Major Incident Management Process.
Keep Service Desk informed of progress on major incidents and potential workarounds.
Represent SGT in Weekly Report Back Meetings with Client.
Chair Daily Major Incidents Meeting attended by Third Party Vendor as well as internal Service Support Teams.
Daily Reporting
Weekly and Monthly Reporting if required
Schedule, Facilitate and Chair Ad-hoc task team meetings to ensure that Major/Re-occurring incidents are restored as soon as possible and that the root cause is identified and resolved.
Provide input for Monthly MIS Reporting.
Member of Change Approval Board and approval of Emergency Changes.
Quarterly operation incident reporting as input to the Risk Report.
Review the continuous improvement of the SGT Incident Management process.
Trending of re-occurring incidents and assist with the implementing of additional controls and/or process improvements.
Assist the Service Desk Team Leader with P3 escalations when required.
Assist with the implementation of Quality Improvement initiatives at the Service Desk. Additional requirements
IT related Degree or Diploma and/or a minimum of 3 years relevant IT experience
ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)
3 Years IT Experience
Some experience in Incident Management role will be advantageous
A proven track record of experience in the ITIL disciplines
Experience in working with multiple Service Providers and Technologies
Excellenct understanding of ITIL and ITIL Governance
Knowledge of one or more of the SGT Clients' Business and Systems will be an advantage
Knowledge and Skills
Profitable Underwriting
Client service (Complaints/queries/investigations/advice)
Coaching, training and quality management
Reporting and ad-hoc meetings Qualification and Experience Grade 12 Degree or Diploma with 3 to 5 years related experience Personal Attributes Interpersonal savvy - Contributing through others Decision quality - Contributing through others Action orientated - Contributing through others Optimises work processes - Contributing through others Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its business clusters - Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office - the group provides many opportunities for growth and development. Core Competencies Being resilient - Contributing through others Collaborates - Contributing through others Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.



  • Bellville, South Africa Nexio Full time

    **Overview** Our client requires technical assistants to work within a 24/7 Fault Management Environment dealing with monitoring of RAN Active - Element alarming as well as RAN Environmental alarming requests, ownership of all Incidents relating to events and ensuring restoration of service, quality management and process adherence. **Role and...

  • Operations Manager

    4 months ago


    Bellville, South Africa Nexio Full time

    SUMMARY AND PRIMARY OBJECTIVES, SCOPE OF WORK DELIVERABLES AND ACTIVITIES OUR CLIENT REQUIRES A TECHNICAL OPERATIONS MANAGER TO WORK WITHIN THE OPERATIONS FAULT MANAGEMENT SERVICES (NOC) ENVIRONMENT, DEALING WITH ALL INCIDENTS/ EVENTS /TASKS AS WELL AS ANY TACTICAL CHANGES RELATING TO NETWORK MANAGEMENT CENTRE APPLICATIONS AND INFRASTRUCTURE...

  • IT Manager

    3 months ago


    Bellville, South Africa Job Crystal Full time

    A dynamic, vibrant and growing cosmetics business is looking for an IT Manage to join their team in Bellville, Cape Town. This IT Manager will manage the Service Delivery Department and report to the Service Delivery Manager, and would ideally have a strong technical background (hardware, maintenance, end-to-end support). **DUTIES & RESPONSIBILITIES, NOT...


  • Bellville, South Africa Sanlam Full time

    **Who are we?** Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...

  • IT Service Manager

    4 months ago


    Bellville, South Africa Santam Full time

    CAREER OPPORTUNITY We have an amazing opportunity for an IT Services Manager role in our Belville Head Office (Cape Town). This role will follow the ITIL principles and is responsible and accountable for Santam’s Change, Incident, and Problem Management. Managing and assisting the direct reports when required. Primary responsibilities: Coordinate and...

  • Service Desk Manager

    3 months ago


    Bellville, South Africa Health Solutions Full time

    **Introduction** Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by...

  • Heritage BI Manager

    4 months ago


    Bellville, South Africa Sanlam Full time

    Who are we? The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle - and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive...

  • IT Technical Manager

    4 months ago


    Bellville, South Africa HR Talent Partner Full time

    **Job Overview**: **Date Posted**: Posted 5 hours ago- **Location**: Bellville, Western Cape- **Job Title**: IT Technical Manager- **Salary**: R55,000- **Education Level**: Diploma- **Job Level**: Management- **Minimum Experience**: 5- 7 Years**IT Technical Manager - Bellville, Cape Town.**: A renowned cosmetic company is looking for an “IT Technical...

  • Call Co-ordinator

    4 months ago


    Bellville, South Africa Sanlam Full time

    Who are we? Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...

  • IT Technical Manager

    4 months ago


    Bellville, South Africa Job Crystal Full time

    A dynamic, vibrant and growing cosmetics business is looking for an IT Manager to join their team in Bellville, Cape Town. The role is responsible the overall health, performance, integrity, security and compliance of IT infrastructure services, ensuring that optimal service levels are maintained. **DUTIES & RESPONSIBILITIES, NOT LIMITED TO**: - Ensure...

  • Technical Assistant

    3 months ago


    Bellville, South Africa Nexio Full time

    **Overview** A Technical Assistant learner will receive training/mentorship within our Network Management Centre (Telecommunications) that currently deals with Event Management and Incident Management on a 24/7 basis, Each learner will take responsibility for the following during the program: Monitoring of the network alarming. Timeous logging of...


  • Bellville, South Africa Progressive IT Resourcing Full time

    **Our Client** Company Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...


  • Bellville, South Africa Sanlam Full time

    **CAREER OPPORTUNITY** - Santam BITS has a career opportunity for a senior role of Information Security Systems Analyst in the Business Information and Technology Services (BITS) department which is based in the Western Cape or Gauteng.**KEY RESPONSIBILITIES** **Security Analysis and Monitoring** - Analyse and assess security measures within the...

  • T2 & T3 Service Agents

    4 months ago


    Bellville, South Africa Job Crystal Full time

    dynamic, vibrant and growing IT company is looking for an Specialist Service Agent (Strong T2 or entry-level T3) to be responsible for providing technical support and assistance to all clients. The IT Service Agents may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions....


  • Bellville, South Africa Scholtz Partners International Full time

    **Brief description of the vacancy**: Install and maintain company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience. **Experience required**: - 2 - 5 years’ experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar role - Experience working...


  • Bellville, South Africa Progressive IT Resourcing Full time

    **What will you do?** The Business Information Security Officer (BISO) is responsible for identifying and assessing the information security requirements of the business. The BISO in conjunction with the Business CIO, is responsible for the establishment and maintenance of an Information Security Management System (ISMS) and ensure that the appropriate...


  • Bellville, South Africa Sanlam Full time

    What will you do? The Business Information Security Officer (BISO) is responsible for identifying and assessing the information security requirements of the business. The BISO in conjunction with the Business CIO, is responsible for the establishment and maintenance of an Information Security Management System (ISMS) and ensure that the appropriate...


  • Bellville, South Africa Sanlam Full time

    **Who are we?** Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...


  • Bellville, South Africa Sanlam Full time

    **CAREER OPPORTUNITY** - Santam BITS has a career opportunity for a senior role of Business Information Security Officer (BISO) in the Business Information and Technology Services (BITS) department which will be based in the Western Cape or Gauteng. **KEY RESPONSIBILITIES** - Establish and manage a Santam Business Unit (SBU) Information Security...


  • Bellville, South Africa Momentum Life Full time

    **Introduction** Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. **Role Purpose** **Requirements**: -...