Job Description

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Junior Incident Manager

Western Cape , R8930 - R8930 Per Month
Sector: IT / Computers / Software
Posted: Wednesday, 27 April 2022





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Job Details

SPECIFICATION

The Incident Manager will be accountable for the documentation and implementation of the Incident Management process. Develop KPIs to drive maturity of the process and encourage stakeholder buy-in. Ensure organisational change management to adopt the process. Implement monthly reporting for service review discussions. Ensure the ITSM toolset is configured to automate the process

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

  • Implement the Incident Management process,
  • Develop the policy and process documents and review them at predefined intervals,
  • Develop KPIs and publish reports to provide daily, weekly and monthly performance against the KPIs and SLA metrics per customer,
  • Collaborate with the Problem Management team to analyse incident trends and opportunities to reduce/prevent recurring incidents and to ensure the known error database is being used during the resolution of incidents,
  • Report on the health of the customer’s service by means of bounce management of incidents and request, jeopardy management, pended incidents and requests, aged incidents and requests to ensure a world class experience is delivered through incident management,
  • Communicate maturity of the process with relevant stakeholders at pre-determined frequencies in a financial year to support the ICT strategy,
  • Innovate the process to support seamless integration with other ITIL processes,
  • Ensure that MIM and Incident Management seamlessly integrate so that P2 incidents are managed similarly in principle by the Incident Management team,
  • Ensure the correct Categories, priorities, services and request catalogue including request items is configured in the ITSM toolset in aid of correct first assignment,
  • Incident communication Templates etc are designed for consistent communication at defined intervals.

Key Performance Indicators:

  • Incident process Implementation and adoption,
  • SLA performance against agreed metrics,
  • Bounce Management and Jeopardy Management is implemented and is used as sub-processes to the Incident Management process as the way or work for the incident management team,
  • ISO 27001 and 20001 Compliance,
  • Innovate the process against agreed metrics,
  • Ensuring Timesheets are completed and approved timeously,
  • Ensure PIRs are completed with high level of quality and delivered within agreed times

REQUIREMENTS              

Experience:

 

  • Previous experience as an Incident Manager (process owner) 2-4 years preferred,
  • Previous experience as an Incident Coordinator 3-5 years preferred,
  • Demonstrable experience with implementing the Incident Management process and related

tasks similar to developing reporting, training, communication and managing organisational

Change Management,

  • Preferred technical experience running projects or similar where you were required to coordinate muti-talented/skilled resources with a common goal

 

Qualifications:

 

  • Grade 12
  • ITIL Foundation qualification
  • ITIL OSA
  • Prince II advantageous

 

Additional Skills/Attributes:

 

  • Advanced Microsoft Excel experience, specifically data interpretation
  • Good understanding of IT infrastructure
  • A high command of the English language both written and verbal is essential.
  • Self-motivated with the ability to work unsupervised.
  • Attention to detail
  • Punctuality
  • Excellent verbal and written communication skills
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease
  • Possess proficient analytical and decision-making skills
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
  • Proficient relationship building skills – predict customer behavior and respond accordingly
  • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’

approach, committed to exceeding customer expectations

  • Good communicator with the customer environment
  • Dynamic but aware of the views and feelings of others
  • Able to operate as a good team player
  • Drive and Energy
  • Demonstrate clear purpose, enthusiasm, and commitment