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Incident Management Specialist

2 months ago

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

At Data Centrix, we are seeking a highly skilled Critical Incident Specialist to join our team. As a key member of our incident management team, you will be responsible for ensuring the timely and effective resolution of critical service disrupting incidents.

Key Responsibilities:
  • Incident Management: Manage and take responsibility for the overall remediation of all critical service disrupting incidents, including root cause analysis and remediation plans and actions.
  • Workaround Development: Drive for timely workarounds, document known issues, and oversee problem management of incidents.
  • Change Implementation: Analyze, determine operational impact, and act as final authority for all change implementations.
  • Trend Analysis: Analyze, monitor, and predict trends, and develop plans designed to maintain service effectiveness.
  • Disaster Preparedness: Conduct regular tests to simulate disasters and prepare in the event of real situations.
  • Stakeholder Liaison: Act as liaison for all stakeholders with interests and input in incident management processes.
  • Communication: Communicate effectively with frontline service specialists and BU staff in case of disasters.
  • Change Management: Manage and record any changes which are implemented in the environment.
  • BCP Refresh: Maintain a cross-functional/multi-vendor escalation matrix and ongoing refresh of the Business Continuity Plan (BCP).
Qualifications:

We are looking for an individual with a strong background in incident management and a proven track record of success in a similar role. The ideal candidate will have:

  • An undergraduate qualification (bachelor's degree or equivalent) in a relevant IM discipline.
  • ITIL Certification and a solid understanding of ITIL processes.
Technical Knowledge:

The successful candidate will have a strong understanding of:

  • The specific IM field, controls, and risk mitigation.
  • Business Unit plans and initiatives.
  • Frontline IM services, toolsets, compliance, and standards.
  • Outsourced team management to ensure effective resource utilization across the portfolio.
  • Delivering a portfolio of IM services to a defined client base.
  • Holding vendors to account on SLA indicators.
  • Liaising with solutions design and architecture to ensure that roadmaps are followed and services are introduced with excellence.
  • Analyzing and identifying risk root causes and quantifying potential business impact.
  • Engaging with key stakeholders and understanding their process requirements.
  • Implementing best-fit solutions to meet stakeholder requirements and contributing to IM process enhancements.
  • Performing continuous monitoring reviews and measuring defined quality and quantity indicators.
  • Interpreting policy and explaining why work needs to be completed in a particular manner.
  • Explaining how a particular process task needs to be fulfilled.
  • Assigning and re-assigning work to ensure that outputs and the elimination of waste.
  • Participating in business initiatives/projects and the different processes involved.