Incident Manager - Illovo Purpose of Role: As an ITIL professional, you should have a Diploma/Degree in Information Technologythat will be an advantage, you must be certified as an ITIL Expert with 3-5 years’ experience inITIL with specific operational experience in Change/Incident and Problem Management.Incident Manager -Illovo
 
Purpose of Role:
As anITIL professional, you should have a Diploma/Degree in Information Technology that will be anadvantage, you must be certified as an ITIL Expert with 3-5 years’ experience in ITIL withspecific operational experience in Change/Incident and Problem Management.
You will also havea working knowledge of production processes, procedures and policies. Must be able to meet deadlinesand prioritize workload effectively. Have strong communication and customer engagement skills. Havethe ability to manage multiple Incidents and changes and high stress situations such as outages andrecoveries. Be able to plan and organize workload.
Knowledge of BMC toolsets such as Remedywill be to your advantage and the creation of CI for systems integration into the ticketing systems.Additional advantage will be Cloud services knowledge.
The successful candidate must be ableto interact in all levels of the organization. The incumbent will also be accountable for ITfunctional/departmental results. 
 
Key Competencies:
As the Change Manager, you will be responsible for the management of Changes ITIL Services thatwill include Incidents and Problem management.
Change Management

Manage allchanges for TransUnion Africa to ensure adherence to the TransUnion Change policy
Will beresponsible for the weekly CAB meeting that will include signoff of all changes with the relevantdocumentation
On a daily basis receive feedback from the relevant change owners on thestatus of the change.
Ensure that the relevant changes were implemented as per the changeinstructions.
Review selected change on a monthly basis for relevance by coordinating withBeyond Trust information
Provide Senior leadership with a daily view of changes that arecompleted or scheduled
Create a monthly change report to provide leadership with a view ofall changes with the relevant status that were performed for the month.

IncidentManagement

You will be responsible for the management of Priority 1 and Priority 2incidents on a 24 x 7 basis
Gather all information from the technical teams that arerelevant to the Priority 1 and Priority 2 incidents that will be used during the creation of theRoot Cause Analysis Report and the problem management process.
You will be responsible forthe technical bridge that is initiated in the event of a Priority 1 or Priority 2 incident
Create the needed Incident tickets as per the standard Incident management process.
Manage the ticket until closure and then move to a problem ticket in the event that the rootcause could not be established
Problem Management
Start and Manage the ProblemManagement process based on ITIL problem management process
Work through the problemprocess to determine root cause and appropriate actions that will prevent this from happeningagain
Create a Problem closure report that can be provided to Senior Leadership with theinformation needed to have an understanding of the problem and resolution.

AuditAssistance:

Assist Internal and External auditors in gathering the relevant informationfor change/Problem or Incident Management
Apply changes recommended by the auditors toimprove the function of process of the Adherence to Policy and Procedures:
Ensure that theGTO teams of Africa adhere to the TransUnion Global Policies and Procedures
MonthlyReporting to Senior Management
Build comprehensive monthly reports for Senior Managementthat reflects Changes and Incidents
Provide Availability Statistics to the Global Team inthe US on a weekly basis

Experience Areas:

Financial management
Continual service improvement
Maintain relationships with clients and monitorsatisfaction
Manage compliance with SLA’s
Contract management
Service level management
Supplier management
Manage user satisfaction
Human resource management
Demand management
Service lifecycle management
Setting a strategic vision
Functional skills
Acting Decisively
Actingwith integrity
Leveraging opportunity
Evaluate and implement ideas
Delegating responsibilities