Critical Incident Resolution Specialist
2 months ago
H2R Africa is seeking a highly skilled Critical Incident Specialist to join their team. As a key member of the IT service delivery team, 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 BU 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).
- An undergraduate qualification (Bachelor's degree or equivalent) in the relevant IM discipline.
- ITIL Certification and solid understanding of ITIL processes.
- 7-10 years of experience in the specific IM field, controls, and risk mitigation, business unit plans and initiatives, frontline IM services, toolsets, compliance, and standards.
H2R Africa is a company that values expertise and fosters professional growth. They pride themselves on their innovative approach and commitment to excellence in delivering exceptional IT services and solutions.
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