IT Service Resilience Specialist

3 weeks ago


Johannesburg, Gauteng, South Africa H2R Africa Full time
About H2R Africa

We are a leading provider of exceptional IT services and solutions in the mining industry, dedicated to delivering innovative approaches and commitment to excellence.

Job Description

Role: Critical Incident Specialist - Service Integration and Management Specialist

We seek a highly skilled and motivated individual to join our team as a Critical Incident Specialist. In this role, you will be responsible for managing and resolving critical incidents, ensuring seamless service integration, and maintaining high standards of service delivery.

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 very 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 and Experience

For this role, we require:

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
Compensation and Benefits

The estimated salary range for this position is $120,000 - $180,000 per annum, commensurate with experience and qualifications.



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