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Major Incident Manager

Western Cape , R34000 - R34000 Per Month
Sector: IT / Computers / Software
Posted: Friday, 1 April 2022

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Job Details


An IT solutions company are looking for a Major Incident Manager to manage multiple service suppliers by integrating them, so they can collaborate to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

The major incident manager under the SIAM function is the owner of all major incidents. The role includes declaring the incident as a major incident and ensuring that the MIM process is followed, and the incident is resolved at the earliest.

The role requires standby or shifts on a rotation basis.


  • Own and drive incident management bridge calls and chats with stakeholders and the senior leadership with the purpose of remediating impacting incidents.
  • Manage the Major Incident Management Function, to ensure it is constantly improving and relevant to support its aims and objectives,
  • Ensure the appropriate and correct communications are sent to stakeholders and the senior leadership;
  • Develop strong relationships with all stakeholders.
  • Perform major incident debriefs to Incident Management leadership, service management and business leads and participate in post-event issue follow-up ensuring any highlighted remediation items are followed through to completion in a timely manner


  • ITIL certification(s),
  • Strong Excel Skills,
  • 2 years’ experience in a similar role,
  • Technical qualifications would be beneficial
  • 2-3 Years’ experience, with the focus on MIM,
  • Demonstrated proficiency in IT terminology, systems, and processes. IT Infrastructure knowledge strongly preferred,
  • Previous experience with written and verbal communication to executive management, effective verbal and written communication skills for the purpose of being able to relate technical to business or non-technical users/stakeholders,
  • Understanding of a ticketing system, preferred ServiceNow,
  • Knowledge of Incident/Problem trend analysis
  • Incident / Problem Management experience preferred
  • Deep understanding of the Incident, Service Request, Problem and Knowledge Management processes


Skills and Competencies

  • Impactful communication/Excellent communication skills (Written and verbal),
  • Inclusive Teamwork,
  • Positive Resilience,
  • Self-Driven Learning,
  • Smart Decision Making,
  • Methodical Mindset,
  • Problem Solving skill set,
  • Ability to remain calm under pressure,
  • Ability to multi-task (handle large number of people/departments on the phone, email and IM at same time),
  • General understanding of how technology solves business problems,
  • Strong attention to detail,