Jobs search

Incident Management Coordinator

Tracker South Africa • Other • Randburg, Gauteng, South Africa • $200 - $300 / year • 2h ago

Job category: Helpdesk and Technical Support

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

Tracker is looking for an Incident Management Coordinator to manage and ensure that the systems major incidents are attended to timeously, always escalated and communicated accordingly and provide incidents reports and RCA to management.

SLA Management

Ensure SLA adherence for internal/external customers
Report to management on adherence to SLA for internal/external customers
Ensure compliance of incidents logged against the call logging process
Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services.
Follow incident management protocols and restore provided IT services to normal operation as quickly as possible.
Report major system issues to upper management.
Coordinate and chair incident meetings.
Compile incident reports and RCA for management.
Consistent feedback and follow-ups on outstanding incidents logged to Network Operators.
Communicate outages to affected staff as necessary.
Management of Network Operator incident resolution and feedback to the business.
Ability to assess faults, prioritize, respond, and escalate accordingly.
Follow-up on all service interruptions through to resolution while sending communication to the business.
Analyzing incident trends and providing graphical data.
Compile and distribute RCA to the relevant parties.
Clear communicator (both written and verbal).
Be flexible and adaptable in approach to problem solving.
Actively encourage strong working relationships within the team and other teams.
Actively seek ways of improving incident management processes.
Continuous improvement of the incident management process.
Drafting of the incident management procedures and processes.
Continuous improvement of the escalation processes.
Ensure incidents are updated timeously and communicated accordingly.
Coordinate major incident meetings as and when required.
Coordinate and chair weekly incident management meetings.
Good self-awareness. Actively seeks out tasks that help develop skills and knowledge.

Department Standards

Ensure compliance with incident management standards.
Ensure compliance with network standards.
Support Knowledge repository.

Education

Good academic background with an IT Diploma or equivalent qualification in Information Technology, Computing, or relevant subject matter expertise (Required).
ITIL Foundation V4 (Required).
Experience and product specific training of System Monitoring tools.

Experience

5 Years’ Experience in a Technical Support or similar role (Proven track record within a NOC, IT or ISP environment).
Strong knowledge of IT service management including ITIL framework.
Experience working with IT systems and software.
Excellent managerial skills and ability to collaborate with team members.

#J-18808-Ljbffr

Apply directly

Related Jobs

Retail Sales Assistant Adult Store

Scholtz Partners International (Pty) Ltd • Other • Randburg, Gauteng, South Africa • 2h ago

SKU-ZAWJO

2h ago

Apply

Start your dream job today in Randburg

Liberty Standard Bank Group 2 • Other • Randburg, Gauteng, South Africa • 2h ago

SKU-ZAWJO

2h ago

Apply

Start your dream job today at our East Gate offices

Liberty Standard Bank Group 2 • Other • Randburg, Gauteng, South Africa • 2h ago

SKU-ZAWJO

2h ago

Apply

Sales Consultant (Immediately Available, No Sales experience needed, No Cold Calling)

UDM International Ltd • Other • Randburg, Gauteng, South Africa • 2h ago

SKU-ZAWJO

2h ago

Apply

Sales insurance adviser - Randburg

Liberty Standard Bank Group 2 • Other • Randburg, Gauteng, South Africa • 2h ago

SKU-ZAWJO

2h ago

Apply

Strategic Platform Lead

Rmbwestport • Other • Randburg, Gauteng, South Africa • $200 - $300 / year • 2h ago

SKU-ZAWJO

2h ago

Apply

Senior Renewable Energy Advisor

Assegai Recruitment • Other • Randburg, Gauteng, South Africa • $200 - $300 / year • 2h ago

SKU-ZAWJO

2h ago

Apply

Senior Audit Manager Johannesburg North

Network Recruitment - Finance Corporate • Other • Randburg, Gauteng, South Africa • $300 - $400 / year • 2h ago

SKU-ZAWJO

2h ago

Apply

Sales Consultant Randburg

UDM International (Pty) Limited • Other • Randburg, Gauteng, South Africa • $300 - $400 / year • 2h ago

SKU-ZAWJO

2h ago

Apply

Sales Consultant R5500

UDM International (Pty) Limited • Other • Randburg, Gauteng, South Africa • $300 - $400 / year • 2h ago

SKU-ZAWJO

2h ago

Apply