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    • Service Integration Manager - Johannesburg - Logicalis

    Logicalis
    Logicalis Johannesburg

    2 months ago

    Default job background
    Full time
    Description

    Role Purpose:

    The SIAM function integrates multiple service suppliers to provide customer value. Incident Managers document and implement Incident Management processes, develop KPIs, and drive stakeholder buy-in. They ensure organisational change management and implement monthly reporting for service review discussions.

    Responsibilities:

    • Implement Incident Management process
    • Develop policy and process documents and review at predefined intervals
    • Develop KPIs and publish reports to provide daily, weekly and monthly performance against KPIs and SLA metrics per customer
    • Collaborate with Problem Management to analyse incident trends and reduce/prevent recurring incidents
    • Innovate process to support seamless integration with other ITIL processes
    • Ensure MIM and Incident Management integrate correctly
    • Configure Categories, priorities, services and request catalogue in ITSM toolset for correct first assignment
    • Design Incident communication templates for consistent communication at defined intervals

    Key Performance Indicators:

    • Incident process implementation and adoption
    • SLA performance against agreed metrics
    • Innovate process against agreed metrics
    • Ensure Incident Reports are completed with high quality and delivered within agreed times

    Person Requirements:

    • 2-4 years experience as Incident Manager (process owner)
    • 3-5 years experience as Incident Coordinator
    • Desired technical experience
    • Grade 12
    • ITIL Foundation qualification
    • Prince II advantageous

    Additional Skills/Attributes:

    • Good understanding of IT infrastructure
    • Self-motivated with ability to work unsupervised
    • Attention to detail
    • Punctuality
    • Excellent verbal and written communication skills
    • Strong problem-solving skills
    • Proficient analytical and decision-making skills
    • Capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
    • Proficient relationship building skills
    • Strong service-oriented culture with focus on internal customer approach
    • Good communication with customer environment
    • Able to operate as good team player
    • Drive and Energy
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