Key outputs - Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA (root cause analysis) and remediation plans and actions )
- Drive for timely workarounds, document known issues and oversee problem management of incidents
- Analyze, determine operational impact and act as final authority for all change implementations
- Analyze, monitor and predict trends and develop plans designed to maintain service effectiveness
- Conduct regular tests to simulate disasters and prepare in the event of real situations
- Act as liaison for all stakeholders with interests and input in incident management processes
- Communicate very effectively with frontline service specialists and BU staff in case of disasters
- Manage and record any changes which are implemented in the environment
- Maintain a cross functional / multi-vendor escalation matrix
- Ongoing refresh of the Business Continuity Plan (BCP)
Qualifications required Prescribed:
An undergraduate qualification (bachelors degree or equivalent) in the relevant IM discipline.
Preferred:
It would be advantageous to have a post graduate qualification in the relevant IM discipline OR a proven track record of extensive practical experience in a role and context of similar complexity
Certifications required ITIL Certification and solid understanding of ITIL processes
Technical knowledge - The specific IM field, controls and risk mitigation
- Business Unit plans and initiatives
- Frontline IM services, toolsets, compliance and standards
- Outsourced team management to ensure effective resource utilization across the portfolio
- Deliver a portfolio of IM services to a defined client base
- Hold vendors to account on SLA indicators
- Liaise with solutions design and architecture to make sure that roadmaps are followed, and services are introduced with excellence
- Analyze and identify risk root causes and quantify potential business impact
- Engage with key stakeholders and understand their process requirements
- Implement best-fit solutions to meet stakeholder requirements and contribute to IM process enhancements
- Perform continuous monitoring reviews and measure defined quality and quantity indicators
- Interpret policy and explain why work needs to be completed in a particular manner
- Explain how a particular process task needs to be fulfilled
- Assign and re-assign work to ensure that outputs and the elimination of waste
- Participate in business initiatives/projects and the different processes involved