Senior Incident Resolution Specialist
1 month ago
Job Overview
H2R Africa is dedicated to delivering exceptional IT services and solutions. We pride ourselves on our innovative approach and commitment to excellence.
We are seeking a highly skilled and motivated Critical Incident Specialist - Service Integration and Management Specialist to join our team.
Key Responsibilities:
- Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA and remediation plans and actions)
- Drive for timely workarounds, document known issues and oversee problem management of incidents
- Analyse, determine operational impact and act as final authority for all change implementations
- Analyse, monitor and predict trends and develop plans designed to maintain service effectiveness
- Conduct regular tests to simulate disasters and prepare in the event of real situations
- Act as liason for all stakeholders with interests and input in incident management processes
- Communicate effectively with frontline service specialists and BU staff in case of disasters
- Manage and record any changes which are implemented in the environment
- Maintain a cross functional / multi vendor escalation matrix
- Ongoing refresh of the Business Continuity Plan (BCP)
Qualifications:
An undergraduate qualification (Bachelor's degree or equivalent) in the relevant IM discipline. ITIL Certification and solid understanding of ITIL processes.
Experience:
- 7- 10 years relating to The specific IM field, controls and risk mitigation.
- Business Unit plans and initiatives.
- Frontline IM services, toolsets, compliance and standards.
- Outsourced team management to ensure effective resource utilisation across the portfolio.
About H2R Africa:
We are a dynamic team committed to delivering exceptional IT services and solutions. We value your expertise and foster professional growth.
How to Apply:
Please submit your application to [insert contact information].
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