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Incident Manager

Gauteng , R40000 - R40000 Per Month
Sector: IT / Computers / Software
Posted: Tuesday, 17 May 2022





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Job Details

SPECIFICATION

The SIAM function manages multiple service suppliers by integrating them, so they can collaborate to give the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

The Incident Manager under the SIAM function 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.

The goal of the overall Incident Management process is to effectively manage the lifecycle of all incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place.

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,
  • 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,
  • Innovate the process against agreed metrics,
  • Ensure IR’s (Incident Report) 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,
  • Desired technical experience

 

Qualifications:

 

  • Grade 12
  • ITIL Foundation qualification
  • Prince II (advantageous)

 

Additional Skills/Attributes:

 

  • Good understanding of IT infrastructure
  • Self-motivated with the ability to work unsupervised.
  • Attention to detail
  • Punctuality
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • 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 behaviour 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
  • Able to operate as a good team player
  • Drive and Energy
  • 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