IT Transition and Incident Coordination Specialist

1 week ago


Johannesburg, Gauteng, South Africa Epiroc Full time
Job Overview

Epiroc is seeking an experienced IT Transition and Incident Coordination Specialist to join our team.

The successful candidate will be responsible for ensuring smooth IT service transitions and efficient incident response in a complex, multi-vendor environment.

Key Responsibilities

The following are the key responsibilities of this role:

  • Transition Management:
    • Lead and manage end-to-end IT service transition processes for new or modified services.
    • Collaborate with project managers, developers, and operations teams to define transition requirements, timelines, and deliverables.
    • Conduct thorough impact assessments and ensure that all stakeholders understand the impact of upcoming changes.
    • Establish, monitor, and document KPIs and SLAs to measure service stability post-transition.
    • Ensure smooth handover of new or modified services to operational teams, including training and documentation.
  • Major Incident Response:
    • Act as the primary point of contact and escalation manager for major incidents, coordinating across IT teams to ensure timely resolution.
    • Establish and manage an incident command structure during major incidents, ensuring clear roles, responsibilities, and communication.
    • Provide timely, accurate, and ongoing incident updates to stakeholders, including senior management, customers, and impacted teams.
    • Collaborate with technical teams to perform root cause analysis, document findings, and implement corrective actions.
    • Develop, implement, and refine incident response and recovery plans to minimize downtime and prevent recurrence.
    Requirements

To be considered for this role, you must have:

  • A Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
  • A minimum of 2-3 years of experience in IT service management, with a focus on transition and incident coordination.
  • Solid understanding of IT transition processes, including change management, service design, and deployment.
  • Knowledge with ITSM tools (e.g., ServiceNow, Jira) and basic knowledge of networking, server management, and cloud environments.
  • Experience in managing major incidents and IT transitions in a complex, multi-vendor environment.
  • ITIL v3/v4 Foundation certification in IT Service Management is an advantage.
Compensation

The estimated annual salary for this position is between €60,000 - €80,000, depending on qualifications and experience.

We offer a competitive benefits package, including health insurance, retirement savings plan, and paid time off.



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