Incident Management Specialist - Cape Town, South Africa - Centrax Systems

Centrax Systems
Centrax Systems
Verified Company
Cape Town, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or con guring normal operations considered an incident and/or event.

Keeps a log of incidents and examines and analyses received incidents.

Implements structured processows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge articles.


  • Models incidents based on their categories allowing easy prioritization.
  • Resolves incidents within the speci ed service level agreements or operational level agreements to ensurerestoration.
  • Assist with the documentation of troubleshooting steps and service restoration details Identify theresources and pro ciency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.
  • Works with colleagues to establish a framework for reference to be used when resolving incidents thatreoccur and are of a similar nature.
  • Assesses data gathered during the incident management process and provides guidance on theenhancement of quality of the service delivered and reduction of overall incidents.
  • Demonstrated experience working with internal and external stakeholders
  • Demonstrated experience analyzing processes and recommending improvements
  • Good experience in ITSM
  • Proven experience managing incidents of a complex nature
  • Experience with writing knowledge articles
  • Service desk experience
  • Experience working with data sets
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