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.

NB! This job is now closed. You can apply for other jobs by uploading your CV.