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 implementationsAnalyze, monitor and predict trends and develop plans designed to maintain service effectivenessConduct regular tests to simulate disasters and prepare in the event of real situationsAct as liaison for all stakeholders with interests and input in incident management processesCommunicate very effectively with frontline service specialists and BU staff in case of disastersManage and record any changes which are implemented in the environmentMaintain a cross functional / multi-vendor escalation matrixOngoing 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 mitigationBusiness Unit plans and initiativesFrontline IM services, toolsets, compliance and standardsOutsourced team management to ensure effective resource utilization across the portfolioDeliver a portfolio of IM services to a defined client baseHold vendors to account on SLA indicatorsLiaise with solutions design and architecture to make sure that roadmaps are followed, and services are introduced with excellenceAnalyze and identify risk root causes and quantify potential business impactEngage with key stakeholders and understand their process requirementsImplement best-fit solutions to meet stakeholder requirements and contribute to IM process enhancementsPerform continuous monitoring reviews and measure defined quality and quantity indicatorsInterpret policy and explain why work needs to be completed in a particular mannerExplain how a particular process task needs to be fulfilledAssign and re-assign work to ensure that outputs and the elimination of wasteParticipate in business initiatives/projects and the different processes involved
