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Incident Manager
3 weeks ago
**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 minimize 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 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 department 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 departments 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
- Excellent understanding of ITIL and ITIL Governance
**Knowledge** and Skills**
- Profitable Underwriting
- Client service (Complaints/queries/investigations/advice)
- Coaching, training and quality management
- Reporting and ad-hoc meetings
**Knowledge and Skills**
- Incident and Problem Tracking
- Compliance
- Information Reporting
- Computer Installation
- Computer Operations Knowledge
