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Incident Manager
3 weeks ago
Who are we?
Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam. What will you do?
Under general direction, assesses complex situations that involve greatest risk. Provides guidance, manage and coordinate the resolution of Major IT incidents to minimise impact and downtime to the Business. What will make you successful in this role?
Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key Stakeholders.
Manage persistent incidents from Trend analysis and/or Management escalations.
Proactively manage incidents to satisfactory resolution in a timely manner, ensuring mínimal business impact, and initiate escalation procedure as appropriate.
Understand and appreciate the impact of incidents on the various SGT Clients' Business, and/or Business SLA's allowing for prioritisation and direction.
Manage Post Mortems for all major incidents to a satisfactory conclusion.
Continuous improvement of the Major Incident Management Process.
Keep Service Desk informed of progress on major incidents and potential workarounds.
Represent SGT in Weekly Report Back Meetings with Client.
Chair Daily Major Incidents Meeting attended by Third Party Vendor as well as internal Service Support Teams.
Daily Reporting
Weekly and Monthly Reporting if required
Schedule, Facilitate and Chair Ad-hoc task team meetings to ensure that Major/Re-occurring incidents are restored as soon as possible and that the root cause is identified and resolved.
Provide input for Monthly MIS Reporting.
Member of Change Approval Board and approval of Emergency Changes.
Quarterly operation incident reporting as input to the Risk Report.
Review the continuous improvement of the SGT Incident Management process.
Trending of re-occurring incidents and assist with the implementing of additional controls and/or process improvements.
Assist the Service Desk Team Leader with P3 escalations when required.
Assist with the implementation of Quality Improvement initiatives at the Service Desk. Additional requirements
IT related Degree or Diploma and/or a minimum of 3 years relevant IT experience
ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)
3 Years IT Experience
Some experience in Incident Management role will be advantageous
A proven track record of experience in the ITIL disciplines
Experience in working with multiple Service Providers and Technologies
Excellenct understanding of ITIL and ITIL Governance
Knowledge of one or more of the SGT Clients' Business and Systems will be an advantage
Knowledge and Skills
Profitable Underwriting
Client service (Complaints/queries/investigations/advice)
Coaching, training and quality management
Reporting and ad-hoc meetings Qualification and Experience Grade 12 Degree or Diploma with 3 to 5 years related experience Personal Attributes Interpersonal savvy - Contributing through others Decision quality - Contributing through others Action orientated - Contributing through others Optimises work processes - Contributing through others Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its business clusters - Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office - the group provides many opportunities for growth and development. Core Competencies Being resilient - Contributing through others Collaborates - Contributing through others Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.
