SUMMARY:


This exciting opportunity exists in our Information & Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for a Junior Incident Manager to be a central force in driving service restoration when issues occur. You will be responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause, record, identify and resolve problems and avoid incidents.MINIMUM REQUIREMENTS:

3+ years’ relevant, demonstrable experience in service delivery role

ITIL Foundation (ideally Intermediate level)

Experienced in managing vendor support

Experienced in service desk technologies

Experienced in managing and delivery of the ITIL Disciplines

Ability to work Remotely and on site. With own transport and associated infrastructure




DUTIES AND RESPONSIBILITIES:

Identify, initiate and execute opportunities for improving service delivery processes

Good communication around issues and opportunities – get things done, make things happen

Partner Management

Risk Management

Response & Resolution times for Major Incidents within client contracted SLA’s

Production of Root Cause Analysis documentation within SLA’s

Reduction of Major Incidents

Avoidance of repeat incidents

Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Infrastructure division

Manage and mature the ITIL disciples – Incident

Manage major incidents from identification to service restoration and closure

Drive Root Cause analysis and produce the RCA documentation within SLA

Regular, professional communication on incidents to internal & external customers within contracted SLA’s

Communication of incidents to customers in a clear and meaningful way

Work with alerting & monitoring teams to proactively avoid high priority incidents

Identifying changes in the support processes and change the Incident Management process accordingly

Escalations Management - handling of issues and communicating to users

Provide input to various IT teams in order to ensure a smooth running of service

Lead post incident review meetings with customers

Report on incident service level compliance statistics to the Service Delivery & Account Managers

Track and manage Problem Records, providing reporting and updates to internal and external stakeholders

Drive continuous service improvement and incident avoidances