Incident Manager

SUMMARY:
Datacentrix Cape Town is looking for an Incident Manager on Contract for 12 months.  The primary purpose of the role of the IT Incident Manager is the management of incidents and problems across the ICT division in order to deliver ICT support services to users in accordance with agreed SLA’s. The incumbent will also be responsible for ensuring regular reporting on performance and compliance, including trend analysis in order to target problem areas and minimise impact to users.

POSITION INFO:
Knowledge, Skills and Experience

• Relevant Certificate or IT Diploma
• ITIL Foundations
• 5 years IT Experience
• 2-3 years’ experience as an Incident Manager
• Good understanding of Incident management processes and reporting Metrix, ITSM tools, financial services systems knowledge advantageous
• IT Risk and Cyber Security awareness advantageous
• Excel skills intermediate level
  
• Change Management (stand in for Change Manager or running with changes fixing incidents)
• Reporting and trending on stats and SLA
• Identifying process improvements
• Knowledge Base in ServiceNow – this is key for Incident Management.