Critical Incident Resolution Specialist

2 months ago


Johannesburg, Gauteng, South Africa H2R Africa Full time
Job Title: Critical Incident Specialist

Our client in the mining industry is seeking a highly skilled and motivated Critical Incident Specialist to join their team. 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 root cause analysis and remediation plans.
  • Drive for timely workarounds, document known issues, and oversee problem management of incidents.
  • Analyze, determine operational impact, and act as final authority for all change implementations.
  • Analyze, monitor, and predict trends, and develop plans to maintain service effectiveness.
  • Conduct regular tests to simulate disasters and prepare for real situations.
  • Act as liaison for all stakeholders with interests and input in incident management processes.
  • Communicate effectively with frontline service specialists and business unit staff in case of disasters.
  • Manage and record any changes 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 Information Management (IM) discipline.
  • ITIL Certification and solid understanding of ITIL processes.

This is a 6-month contract opportunity with a dynamic team that values expertise and fosters professional growth. If you are a motivated and skilled Critical Incident Specialist, we encourage you to apply for this exciting opportunity.



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