Business Incident Specialist

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you. Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special. And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future. - We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the_ Cape Town office._ Job Summary: The Incident and Problem Manager serves as the primary point of contact for all critical incidents and problem records. This role is responsible for coordinating cross-functional teams during high-impact events, ensuring clear communication with stakeholders, and driving root cause analysis to prevent recurrence. The role is essential to maintaining service reliability and supporting continuous improvement through structured incident and problem management practices. Key Responsibilities: Critical Incident Management: - Act as the central point of contact for all critical incidents. - Coordinate with technical and business teams during investigation and recovery efforts. - Provide regular updates to stakeholders, including internal leadership and case owners. - Maintain real-time communications through status platforms during ongoing outages. - Ensure closure of all incidents following resolution and end-user confirmation. Problem Management & Root Cause Analysis: - Manage the full lifecycle of problem records from creation to closure. - Lead and coordinate root cause investigations for serious and recurring issues. - Initiate and track problem tasks (PTasks) to address identified root causes or corrective actions. - Conduct regular reviews of open problem records and associated tasks to ensure timely resolution and accountability. Qualifications: - Experience in incident and/or problem management within an ITIL-aligned environment. - Strong communication and coordination skills, especially in high-pressure situations. - Proficiency with IT service management tools (e.g., ServiceNow, Jira, StatusCast). - Highly organized with excellent analytical and follow-up skills. - Ability to collaborate effectively across technical and business teams. Preferred Qualifications: - ITIL Foundation Certification or higher. - Experience in enterprise IT operations or service delivery. - Background in client-facing or cross-functional coordination roles. We’re obsessed with making this the best job you’ve ever had We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: - We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group- Have confidence in your health with our offered Medical Aid Scheme.- Invest in our competitive Personal Pension plan and help set you up for your future.- Big on family? So are we Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).- Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose- Further your professional development with our Tuition Reimbursement Schemes- Enjoy the flexibility of working from anywhere in the world for two weeks out of the year MRI continues to _strive to amaze_ as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space. Amazing growth takes amazing employees. Are you up to the challenge? - We know the_ confidence gap - and_ imposter syndrome - As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MR