Major Incident Manager

Job Description

Overview of the role:

• The role is responsible for owning and co-ordinating the major incident process within the FirstRand Group Ltd.

• The Major Incident Manager acts as a single point of contact for all parties involved during a major incident/s.

• The responsibility lies with the Major Incident Manager to ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner.

• Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders

You will be responsible for:

• To ensure all Major Incidents are handled in accordance to Group Major Incident procedure.
• The levels of Major Incident classification & prioritization are understood and applied.
• Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
• Major Incident records to be completed accurately within the ITSM tool
• Enforcement of incident SLA’s and assignment group escalation where necessary.
• Technical or first line troubleshooting where applicable.
• Vendor remediation is directed where appropriate.
• Escalation of Incidents to Major incident management should it meet P1/P2 Criteria (See FirstRand IT Major Incident Management Standard).
• Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.

What you will need:

• 3- 5 years experience in a similar role  
• ITIL Incident Management Certification
• TSM experience

We can be a match if you can:

• Strong communication, decision making and interpersonal skills.
• Good stakeholder engagement and management
• Able to work under pressure
• Very good technical skills on the application above
• The role does encompass shift work and standby

You will have access to:

• Opportunities to network and collaborate.
• Challenging Work.
• Opportunities to innovate.

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Are you interested to take the step? We look forward to engaging with you further. Apply now!

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.