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.
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