Incident Management Specialist
4 weeks ago
Carlysle Human Capital is seeking a skilled Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for managing incidents and ensuring timely resolution within agreed SLA and KPI frameworks. This role requires a strong understanding of ITIL processes and incident/problem management.
About the Company:
Carlysle Human Capital is a leading provider of human capital solutions. We specialize in delivering advanced technologies and services that improve road safety, reduce congestion, and optimize traffic flow. With a strong presence in South Africa, we provide critical infrastructure solutions such as toll collection systems, traffic monitoring, and control systems.
Key Responsibilities:
- Manage incidents and ensure timely resolution within agreed SLA and KPI frameworks
- Oversee the end-to-end incident management process, ensuring incidents are logged, tracked, and resolved effectively
- Lead incident investigations, root cause analysis, and problem-solving efforts to minimize downtime and service interruptions
- Collaborate with technical teams, stakeholders, and management to improve incident response processes
- Ensure accurate and timely communication of incidents to stakeholders, ensuring minimal disruption to services
- Continuously improve incident management procedures in alignment with ITIL best practices
Requirements:
- ITIL Foundation v3/v4 certification
- Relevant 3-year IT Degree/Diploma and/or Certificate
- ITIL v3 Operations or ITIL v4 Driving Stakeholder Value certification
- 5-8 years experience in an IT environment
- 3-5 years of experience in IT/Systems Incident or Problem Management with a focus on stringent KPI management
What We Offer:
- A competitive salary and benefits package
- A dynamic and supportive work environment
- Opportunities for career growth and development
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