Job Detail

KEY PRIMARY RESPONSIBILITIES

• Overseeing the incident management process and team members involved in resolving the incident
• Collaborating with the incident management team, internal departments and/ or vendors to ensure that all protocols are diligently followed
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks
• Responding to a reported service incident, identifying the root cause, and initiating the incident management process
• Logging all incidents and their resolution to see if there are recurring incidents
• Prioritising incidents according to their urgency, impact on the business and disruption to users
• Follow a prioritisation process that is transparent and understandable for all parties involved
• Developing and maintaining adherence to incident management protocols
• Promote and drive the continuous improvement in incident management process to ensure its effectiveness
• Communicating with Head of Digital if major issues occur and on any reoccurring incidents.

ACADEMIC QUALIFICATIONS

• Bachelor's degree in information technology, engineering, or a related field

JOB SKILLS AND REQUIREMENTS

• Excellent managerial skills and ability to collaborate with team members
• Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels, both internally and externally
• Proven ability to drive change and constant improvement.
• Strong problem-solving, analytical, and time-management skills

PROFESSIONAL QUALIFICATIONS

Any of the following qualifications will be an added advantage:

• Information Technology System Management (ITSM)
• CREST Certified Incident Manager (CCIM)
• Major Incident Manager (MIM)
• ITIL Master in IT Service Management (ITIL M)
• ITIL 4 Managing Professional (ITIL MP)

EXPERIENCE

• At least 3 years’ experience working in IT service management or a similar role
• Strong knowledge of IT Service Management methodology. A proven history of deploying those practices to ensure successful execution against technology initiatives
• Proven experience in the Incident Management process, excellent understanding of the ITIL methodology
• Knowledge of the Agile software development process
• Knowledge and/ or experience with widely successful Agile techniques: User Stories, TDD, Continuous Integration, Continuous Testing, Paired Programming, Automated Testing, Agile Games