Manager Incident Management

**Job Description**:
This role forms part of the Systems Operations and Management Team. Incident management is responsible for optimally managing the end-to-end life cycle of all Incidents affecting BankservAfrica Services and customers.

The focus of this role is to follow incident management protocols and restore IT services to normal operations as quickly as possible.
Excellent and engaged team management skills, timeous and accurate communication to key stakeholders and clients as well as rigorous monitoring of daily SLA’s and breach reporting also make up critical components of this role.

**You will engage with the following stakeholders**:

- Executive Management Internal and External
- Change Management
- Product Management and respective heads
- Technical Heads, Technical resources
- Relevant regulatory bodies (SARB, PASA)
- All clients and key supporting vendors

**Your role responsibility will be to**:

- Ensure team goals are aligned to BU strategy, documented, clearly understood, and regularly reviewed.
- Documentation on processes, procedures, and escalation strategy
- Identify and scope opportunities for improvement / innovation, identify client trends and address accordingly
- Deploy client or company specific projects in line with company standards and in agreement with industry and product/ business requirements
- Act as BankservAfrica POC for delivery on IT technical projects as well as industry switches during incidents.
- Develop communication standards for project delivery via agreed channels
- Drive continuous process improvements
- Ensure best practice frameworks are maintained
- Driving the efficiency and effectiveness of the Incident management process
- Collaborate with internal stakeholders to ensure Incidents are reported and the relevant information is provided (i.e. Technical Teams, Business, Executive, Customer)
- Communication and keep all stakeholders informed of progress until Incident resolution is achieved and closed
- Reporting and compiling of Incident reports which have impact on business and customers
- Identify all recurring incidents and manage the resolution of problems to minimise or eliminate the impact on business
- Collaboration with Change management processes to ensure resolutions are successfully implemented
- Problem investigation and diagnosis.
- Develop and manage relations with configurations management ensure incidents are identified through the use of CMDB
- Identifying underlying causes of incidents and preventing recurrences.
- Developing workarounds with technical teams.
- Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with all necessary technical teams
- Creating tasks to work on the problem resolution
- Analysing historical data to identify and eliminate potential incidents before they occur.
- Identifying users to actively monitor and oversee the problem resolution process
- Product Strategy, roadmap and initiatives - Develop a detailed Incident/Problem Management strategy & Roadmap for the department including gap/needs identification, risks, opportunities, and manage accordingly
- Develop communication standards in line with industry requirements as well as technical identifiers during incidents and technical project rollouts
- Monthly Reporting for executive forums
- Incident and Problem reporting for internal and external stakeholders
- Create documentation in response to incident/ project communication and IT technical requirements.

**Qualifications and Knowledge**
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to make effective presentations on complex topics to senior management, directors, appointed department heads and employees
- Excellent leadership, business, financial, problem solving and negotiation skills
- Good knowledge of the principles and practices of Business continuity management
- Excellent project management skills
- Insurance knowledge
- Relevant IT Technical knowledge and skills
- ITIL Foundation V3 or v4
- Incident Management
- Problem management
- Root cause analysis
- Proficient communication

**Experience**
- 5 years’ experience in Incident Management/ Problem Management
- Experience in the National Payment System of South Africa
- Experience and understanding BankservAfrica’ s products
- Regulatory experience: Client and Relationship Management
- Technical systems, infrastructure, network and business knowledge