Major Incident Manager

Do you want to join an organization where your opinions are valued? Do you want a team that respects and values diversity? Do you want an opportunity to build something new with people who share similar interests? Are your ideals being fulfilled in the current job? If so, we believe this Major Incident Manager role was created for you

The Major Incident Managers role is to manage the major incident process for urgent and high business impacting incidents, ensure that customer communications, triaging incidents, 3rd party escalations and service resolutions are all managed with urgency, care, and professionalism. Your focus will be on managing all aspects of a crisis management event (i.e., information gathering, communications, incident response), ensuring that events run smoothly so the business can continue operating effectively without interruption. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

**Requirements**:

- Drive the internal ITIL incident management process.
- Generates strategic and tactical plans to address IT incidents and crises.
- Informs and briefs leadership, senior management, and other stakeholders on IT incidents and crises.
- Coordinates the dissemination of incident-related and crisis-related information, updates, and requirements.
- Communicates with Incident Command Team and staff members as appropriate for a specific situation.
- Monitors communications media for information about the impact of a crisis event.
- Communicates with appropriate stakeholders, including those beyond the IT Department.
- Integrates data relevant to the incident into a consistent log for analysis purposes.
- Provides daily, weekly, and monthly status reports to senior management.
- Collaborate with the business and technical stakeholders to drive a continuous improvement program that reduces downstream support issues or the potential for such to arise.
- Ensure our clients continually experience our value proposition.
- Monitor business metrics and take corrective action when required to ensure delivery to targets.
- Ability to understand technical issues and drive out appropriate resolutions and root cause analysis on a detailed level.
- Ability to technically understand the systems to allocate tickets to the correct teams.
- Work with technology teams to predict potential change & release impact across the business.
- Help the product specialists with performing product support/analysis on escalated items.
- Help to identify problem patterns / systemic issues that need to be addressed.
- Contribute to a culture of learning, improvement, and accountability.
- A clear communicator, technically sound and thrive working under pressure.

**Qualifications**
- Relevant IT Qualification
- 5+ years’ relevant, provable service delivery and incident management experience
- ITIL Foundation (ideally Intermediate level)
- Experienced in service desk technologies
- General technical troubleshooting ability (e.g., reading log files, worked with Syslog’s, etc.)
- Service desk tools like CA Unicenter, ServiceNow, BMC Helix, etc.
- Highly effective communication skills both oral and written
- Ability to clearly communicate with both IT and business partners at various management levels
- Capable of handling multiple tasks simultaneously under pressure during critical incidents.
- Must have demonstrated knowledge and understanding of the role of a Major Incident Manager (MI) in an emergency management environment.

**Salary**: R581,794.00 per year

**Education**:

- Diploma (required)

**Experience**:

- relevant, provable service delivery and incident management: 5 years (required)
- service desk technologies: 4 years (required)
- General technical troubleshooting ability: 4 years (required)
- ITIL Foundation: 5 years (required)
- Service desk tools like CA Unicenter, ServiceNow, BMC Helix: 5 years (required)