Major Incident Manager

2 weeks ago

Randburg, South Africa FirstRand Full time

Job Description

To drive and embed best practice processes, tools, and frameworks within the FirstRand group to provide seamless customer experience (Internal/External perspective).

To act as a single point of contact for all parties involved during a major incident/s as well as ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner.
- Lead the major incident life cycle and ensuring it is handled in accordance with Group Major Incident procedure.
- Ensure the levels of Major Incident classification and prioritization are understood and applied.
- Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
- Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders.
- Ensure Major Incident records to be completed accurately within the ITSM tool.
- Enforce SLA’s developed to contract quality and deliver for inclusion of the group service levels.
- Technical or first line troubleshooting where applicable. Analysing historical data to identify and eliminate potential incidents before they occur or during a major incident.
- Identify underlying causes of incidents and preventing recurrences.
- Ensure Vendor management and remediation is directed where appropriate.
- Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.
- Understand the Problem and Change management processes to ensure root cause remediation on major incidents.
- Drive validation processes by obtaining sign-off from technical service and senior management to deliver incident resolution.
- Involvement in high-risk changes to facilitate quick resolution during implementation.
- Present incidents in senior stakeholder forums as well as detailed outcomes actions and resolutions.
- Audit/Risk reviews - ensure all audit and risk requirements are in accordance with group standard.
- Develop and review the major incident management process and policy for major incident across group, including definition of incidents, classification and prioritisation and aligning standard target resolution times.
- Ensure business and stakeholder relationships is maintained.

Job Details

Application Closing Date

08/05/24

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