Senior Incident Resolution Specialist

1 month ago


Johannesburg, Gauteng, South Africa H2R Africa Full time

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:



  1. Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA and remediation plans and actions)
  2. Drive for timely workarounds, document known issues and oversee problem management of incidents
  3. Analyse, determine operational impact and act as final authority for all change implementations
  4. Analyse, monitor and predict trends and develop plans designed to maintain service effectiveness
  5. Conduct regular tests to simulate disasters and prepare in the event of real situations
  6. Act as liason for all stakeholders with interests and input in incident management processes
  7. Communicate effectively with frontline service specialists and BU staff in case of disasters
  8. Manage and record any changes which are implemented in the environment
  9. Maintain a cross functional / multi vendor escalation matrix
  10. 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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