I&t Junior Incident Manager
2 weeks ago
**Job Advert Summary**:
This exciting opportunity exists in our Information & Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for a Junior Incident Manager to be a central force in driving service restoration when issues occur. You will be responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause, record, identify and resolve problems and avoid incidents.
**Duties & Responsibilities**:
Identify, initiate and execute opportunities for improving service delivery processes
Good communication around issues and opportunities - get things done, make things happen
Partner Management
Risk Management
Response & Resolution times for Major Incidents within client contracted SLA’s
Production of Root Cause Analysis documentation within SLA’s
Reduction of Major Incidents
Avoidance of repeat incidents
Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Infrastructure division
Manage and mature the ITIL disciples - Incident
Manage major incidents from identification to service restoration and closure
Drive Root Cause analysis and produce the RCA documentation within SLA
Regular, professional communication on incidents to internal & external customers within contracted SLA’s
Communication of incidents to customers in a clear and meaningful way
Work with alerting & monitoring teams to proactively avoid high priority incidents
Identifying changes in the support processes and change the Incident Management process accordingly
Escalations Management - handling of issues and communicating to users
Provide input to various IT teams in order to ensure a smooth running of service
Lead post incident review meetings with customers
Report on incident service level compliance statistics to the Service Delivery & Account Managers
Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
Drive continuous service improvement and incident avoidances
**Minimum Requirements**:
Diploma/Degree in a relevant field or studying towards a qualification
3+ years’ relevant, demonstrable experience in service delivery role
ITIL Foundation (ideally Intermediate level)
Experienced in managing vendor support
Experienced in service desk technologies
Experienced in managing and delivery of the ITIL Disciplines
Ability to work Remotely and on site. With own transport and associated infrastructure
**Competencies**:
Excellent written and oral communication skills
Ability to present ideas in business-friendly and user-friendly language
Attention to detail
Proven analytical, evaluative, and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Continuous trend analysis and associated recommendations
Strong customer service presence, collaboration, negotiation, organisation, and conflict resolution skills
Ability to work well under pressure and identify and key issues in a changing environment
Able to understand the organisation’s goals and objectives and translate to domain specific outcomes
**Additional Information**: Competency-based interview to assess above requirements
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