Major Incident Manager (Customer Experience)
The SIAM function manages multiple service suppliers by integrating them, so they can collaborate to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.
The major incident manager under the SIAM function is the owner of all major incidents. The role includes declaring the incident as a major incident and ensuring that the MIM process is followed, and the incident is resolved at the earliest.
The role requires standby or shifts on a rotation basis.
Role Responsibilities:
- Own and drive incident management bridge calls and chats with stakeholders and the senior leadership with the purpose of remediating impacting incidents.
- Manage the Major Incident Management Function, to ensure it is constantly improving and relevant to support its aims and objectives,
- Ensure the appropriate and correct communications are sent to stakeholders and the senior leadership;
- Develop strong relationships with all stakeholders.
- Perform major incident debriefs to Incident Management leadership, service management and business leads and participate in post-event issue follow-up ensuring any highlighted remediation items are followed through to completion in a timely manner
Delivery Responsibilities:
- Be accountable to drive restoration of the impacted service,
- Ensure necessary communique is delivered timeously, via the agreed channels to the agreed list of recipients,
- Setup and host bridge calls,
- Driving Major Incidents from beginning to end by working with a wide range of technical teams and stakeholders
- Coordinate resources to collaborate and drive service restorations,
- Draft and deliver Post Incident Reports (IR’s) to respective stakeholders as defined in the contract,
- Handover to Problem Management where necessary,
- Have a good understanding of and ensure the Change Management process is adhered to while trying to coordinate the restoration of the service
Key Performance Indicators:
- Restoration of Major Incidents,
- Draft and deliver PIR to customer within SLA. Measured on percentage met vs missed on a sliding scale,
- Adherence/Compliance of related ITIL processes. Percentage complied on a sliding scale,
- Accurate completion of timesheets,
- Service Improvements
Experience:
- 2-3 Years’ experience, with the focus on MIM,
- Demonstrated proficiency in IT terminology, systems, and processes. IT Infrastructure knowledge strongly preferred,
- Previous experience with written and verbal communication to executive management, effective verbal and written communication skills for the purpose of being able to relate technical to business or non-technical users/stakeholders,
- Understanding of a ticketing system, preferred ServiceNow,
- Knowledge of Incident/Problem trend analysis
- Incident / Problem Management experience preferred
- Deep understanding of the Incident, Service Request, Problem and Knowledge Management processes
Qualifications:
- ITIL certification(s),
- Strong Excel Skills,
- 2 years’ experience in a similar role,
- Technical qualifications would be beneficial
Deadline for applications is 2022/04/30
For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za
Job Features
| Job Category | Information Technology |