Incident Management Co-ordinator

2 days ago

Randburg, South Africa Tracker South Africa Full time

**Position Summary**:
**Industry**:IT & Internet

**Job category**:IT and Telecommunications

**Location**:Randburg

**Contract**:Permanent

**EE position**:Yes

**Introduction**:
**Job description**:

- Ensure SLA adherence for internal/external customers
- Report to management on adherence to SLA for internal/external customers
- Ensure compliance of incidents logged against the call logging process
- Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services.
- Follow incident management protocols and restore provided IT services to normal operation as quickly as possible.
- Report major system issues to upper management.
- Coordinate and chair incident meeting
- Compile incident report and RCA for management
- Consistent feedback and follow-ups on outstanding incidents logged to Network Operators
- Communicate outages to affected staff as necessary
- Management of Network Operator incident resolution and feedback to the business
- Ability to assess faults, prioritize, respond, and escalate accordingly.
- Follow-up on all service interruption through to resolution while sending communication to the business.
- Analyzing of incidents trend and providing graphical data.
- Compile and distribute RCA to the relevant parties
- Actively seeks ways of improving incident management processes.
- Continuous improvement of the incident management process
- Drafting of the incident management procedures and processes
- Continuous improvement of the escalation processes
- Ensure incidents are updated timeously and communicated accordingly
- Coordinate major incident meetings as and when required
- Coordinate and chair weekly incident management meeting
- Ensure compliance with incident management standards
- Ensure compliance with network standards
- Support Knowledge repository
- Maintenance of service interruption templates
- Investigate new processes and procedures to improve the incident Management process

**Minimum requirements**:

- ITIL Foundation V4 (required)
- Incident Management certification (required)
- Problem Management certification (required)
- N
- A
- Experience and product specific training of System Monitoring tools
- 5 Years’ Experience in a Technical Support or similar role (Proven track record within a NOC, IT or ISP environment).
- Strong knowledge of IT service management including ITIL framework
- Good Communication skills (both written and verbal).
- Be flexible and adaptable.

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