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    • Digital Service Management Specialist - Johannesburg - Logicalis

    Logicalis
    Logicalis Johannesburg

    2 months ago

    Default job background
    Full time
    Description

    Logicalis is an international solution provider that helps customers harness digital technology to deliver powerful business outcomes. We engage with various industries and geographical regions, applying the skills of our 4,000 employees to modernise key digital pillars.

    About the Role

    We are seeking a Digital Service Management Specialist to join our team. As an Incident Manager under the SIAM function, you will be accountable for the documentation and implementation of the Incident Management process. Your responsibilities will include developing KPIs to drive maturity of the process, ensuring organisational change management, and implementing monthly reporting for service review discussions.

    Key Responsibilities:

    • Implement the Incident Management process, developing policy and process documents and reviewing them at predefined intervals.
    • Develop KPIs and publish reports to provide daily, weekly and monthly performance against the KPIs and SLA metrics per customer.
    • Collaborate with the Problem Management team to analyse incident trends and opportunities to reduce/prevent recurring incidents and ensure the known error database is being used during the resolution of incidents.
    • Innovate the process to support seamless integration with other ITIL processes.
    • Ensure MIM and Incident Management seamlessly integrate so that P2 incidents are managed similarly in principle by the Incident Management team.
    • Configure correct Categories, priorities, services and request catalogue including request items in the ITSM toolset to aid correct first assignment.
    • Design incident communication templates for consistent communication at defined intervals.

    Requirements:

    • Previous experience as an Incident Manager (process owner) or Incident Coordinator, with desired technical experience.
    • Grade 12 qualification and ITIL Foundation certification, with Prince II advantageous.
    • Good understanding of IT infrastructure, self-motivation, attention to detail, punctuality, excellent verbal and written communication skills, strong problem-solving skills, and analytical decision-making abilities.

    Salary:

    $85,000 - $110,000 per annum, depending on experience.

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