Incident and Change Manager - Contract

SUMMARY:
Incident and Change Manager

POSITION INFO:

Our Client A Global Tech firm is seeking a Incident and Change Manager to join their team in Cape town on a contract basis. They offer stability, growth, attractive rates and a great working environment.

Responsibilities:

• The contractor will be responsible for managing high priority incidents, coordinating resolution teams, and ensuring timely communications.
• Additionally, the Change Management duties will involve reviewing logged changes and presenting them during the morning CAB sessions.
• The role will also require standby availability in case of incidents after hours or emergency changes that need approval.

The Key Performance Areas:

Incident Management

• Oversee daily operational activities related to High Priority incidents across the organization.
• Lead and facilitate the Incident Management review segment during the daily CAB (Change Advisory Board) meetings.
• Ensure timely communication and notification to the business regarding High Priority service disruptions.
• Review and distribute High Priority Incident reports to relevant business stakeholders.
• Coordinate and facilitate collaboration between Infotec teams and third-party service providers during High Priority incidents.
• Maintain accurate records of all High Priority incidents for inclusion in weekly and monthly reports.
• Lead the monthly Problem Review Board to assess recurring issues and drive resolution strategies.
• Promote effective collaboration among technical teams, stakeholders, and vendors to manage and resolve logged problems, ensuring transparent communication and consistent progress updates until resolution.

Change Management

• Facilitate and manage the Change Advisory Board (CAB) to ensure visibility, alignment, and resource readiness across all IT teams.
• Identify and assess proposed changes prior to daily CAB reviews to ensure preparedness and risk mitigation.
• Ensure all changes comply with regulatory, security, and compliance standards.
• Communicate change details effectively to all relevant stakeholders.
• Plan, manage, and coordinate annual change freeze periods and year-end procedures.
• Participate in an after-hours standby rotation, providing timely incident response, emergency change control, and communication to minimize business disruption and support continuous operations.
• Serve as a secondary point of contact for Incident Management, providing backup support when needed.
• Assist in verifying and validating information for audit readiness and contribute insights during audit reviews when required.
• Produce accurate, comprehensive reports that reflect the performance and outcomes of change and release management activities.