Incident Resolution Specialist

5 days ago


Cape Town, Western Cape, South Africa Surgo PTY Ltd Full time
Incident Manager German Speaker

At Surgo PTY Ltd, we are seeking a highly skilled Incident Manager to join our team. As an Incident Manager, you will be responsible for managing the entire lifecycle of IT incidents from initial report through to resolution.

Key Responsibilities:

  • Oversee and manage the incident lifecycle from detection to resolution, ensuring timely and effective communication with stakeholders.
  • Utilize ITIL principles to handle incidents according to established procedures, maintaining high standards of customer service.
  • Apply basic technical understanding of IT and networking to support incident resolution, demonstrating confident and competent behavior when interacting with customers.
  • Manage stress effectively and maintain a proactive approach to incident management, ensuring precision and reliability in all aspects of incident handling.

Qualifications:

  • 1-2 years of experience in a similar role, preferably within telecom or ticketing processes.
  • ITIL Foundation certification is required.
  • Basic technical understanding of IT and networking.
  • Proficient in German and English at a C1 level.
  • Demonstrated confident and competent behavior, particularly in phone communication.
  • High stress tolerance, proactive attitude, and precision in work.

What We Offer:

  • Competitive salary and benefits package.
  • Professional development opportunities.
  • A collaborative and supportive work environment.


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