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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


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


  • 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




  • 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




  • Grade 12
  • ITIL Foundation qualification
  • 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