Incident Response Coordinator

4 days ago


Pinetown, KwaZulu-Natal, South Africa Ignition Group Full time
Job Description

The Incident Response Coordinator will be responsible for coordinating incident response efforts to minimize disruptions to business operations.

About the Role:

  • Monitor key components to detect failures and potential failures early, initiating swift resolution processes.
  • Ensure that the best possible level of service quality and availability are maintained in line with Service Level Agreements.
  • Monitor, validate, and report on supplier performance, customer satisfaction, and adherence to SLAs.
  • Assess supplier ability to meet quality and delivery requirements.
Responsibilities
  • Detect incidents early by identifying problems, analyzing root causes, and participating in the development of sustainable solutions to prevent future similar incidents.
  • Communicate progress on incidents and potential workarounds to the contact centre.
  • Maintain high levels of service and user satisfaction.
  • Support resolution of vendor and/or third-party-related incidents, problems, or unsatisfactory performance.


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