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. Position Overview: MRI Software is currently looking for a dynamic Problem and Incident Management Specialist to join our EMEA Client Support team and manage the lifecycle of all unplanned interruptions in our software and MRI hosted environment. We are looking for an individual that is eager to get experience within a corporate software company, working on a range of MRI Software solutions. You will assist clients and our support agents with serious and critical incident management in the MRI hosted environment as well as the product itself, working with client contractual SLA’s as well as MRI internal SLA’s. MRI Software will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical know-how and creativity to meet their needs and deliver a consistent, professional experience. Job Overview: - Drive Incident management activities during critical outages along with stakeholder communication during outages- Perform root cause analysis (RCA) and lessons learnt, and prepare RCA reports for critical incidents- Ensure that actions identified in the RCA and lessons learnt are followed up- Analyse data for trends in Incident and Problems and drive towards reduction in recurring issues- Prepare monthly management reports for both internal purposes and for client facing as required- Strive towards making Incident and Problem Management process robust and efficient Requirements: - At least 2 years’ experience of working in incident/problem management- Strong knowledge of ITIL principle, preferably with ITIL v3/v4 Foundation certification- Excellent communication skills and customer service ethos- Ability to work in a fast paced environment- - Basic understanding of industry standard technologies and infrastructure such as Networking, SaaS, Databases and Virtual Infrastructure- Strong organization and time management skills 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 MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual