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    • Senior Manager: Incident Management - Johannesburg - Liquid Intelligent Technologies

    Liquid Intelligent Technologies
    Liquid Intelligent Technologies Johannesburg

    1 month ago

    Default job background
    Description

    Job Title: Senior Manager - Incident Management

    About the Role:

    We are seeking a highly skilled and experienced Senior Manager to lead our incident management function. The successful candidate will be responsible for developing and executing incident management strategies, policies, and procedures.

    Key Responsibilities:

    • Develop and execute incident management strategies, policies & procedures
    • Coordinate with various teams to ensure successful resolution of incidents
    • Responding to reported service incidents, identifying causes, and initiating incident management processes
    • Assign and escalate incidents to appropriate resolver groups or individuals
    • Manage all major incidents & events
    • Setup incident & crisis management teams and serve as SPOC for incident control & management
    • Escalation Management for critical incidents
    • Assess incident maturity and develop plans to improve process maturity
    • Communicate with stakeholders on incident status, impact, and resolution
    • Reporting on compliance & non-compliance in incident management processes
    • Ensure continuous improvement plans for incident management
    • Provide reports and metrics on incident management performance and trends
    • Conduct root cause analysis and identify preventive actions to avoid recurrence
    • Monitor and improve network monitoring and support functions

    Requirements:

    • Bachelor's degree or similar technical qualification in Operations (Essential)
    • ITIL V3 Foundation certification (Desirable)
    • Cisco or similar certification (Desirable)
    • 5-8 years of experience in Telecommunications environment (Essential)
    • 5-8 years of technical experience and relevant technical certification (Essential)
    • 3 years of experience in incident management (Essential)
    • 3 years' experience with IT service management tools such as ServiceNow (Essential)
    • 3 years of knowledge of ITIL framework and best practices for IT service management (Essential)

    About Us:

    Our company is committed to providing exceptional services to our customers. We are seeking a talented and experienced professional to join our team as a Senior Manager - Incident Management.

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