Major Incident Manager
2 days ago
Job Description
Hello Future Major Incident Manager
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
Overview of the role:
- The role is responsible for owning and coordinating the major incident process within the FirstRand Group Ltd.
- The Major Incident Manager acts as a single point of contact for all parties involved during a major incident/s.
- The responsibility lies with the Major Incident Manager to ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner.
- Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders
You will be responsible for:
- To ensure all Major Incidents are handled in accordance to Group Major Incident procedure.
- The levels of Major Incident classification & prioritization are understood and applied.
- Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
- Major Incident records to be completed accurately within the ITSM tool.
- Enforcement of incident SLA’s and assignment group escalation where necessary.
- Technical or first line troubleshooting where applicable.
- Vendor remediation is directed where appropriate.
- Escalation of Incidents to Major incident management should it meet P1/P2 Criteria (See FirstRand IT Major Incident Management Standard).
- Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.
What you will need:
- 3- 5 years experience in a similar role
- ITIL Incident Management Certification
- TSM experience
We can be a match if you can:
- Strong communication, decision making and interpersonal skills.
- Good stakeholder engagement and managemement
- Able to work under pressure
You will have access to:
- Opportunities to network and collaborate.
- Challenging Work.
- Opportunities to innovate.
Post
FNB
LI-NN2
Job Details
30/05/25
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