Job title : Senior Manager: Incident Management
Job Location : Gauteng, Johannesburg
Deadline : December 18, 2024
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Role Description Develop and execute incident management strategies, policies & procedures. Coordinate with various teams to ensure successful resolution of incidents. Responding to a reported service incident, identifying the cause, and initiating the incident management process. Assign and escalate incidents to the appropriate resolver groups or individuals. Overall responsibility in the Incident Management process. Manage all major Incidents & events. Setup incident & crisis management teams and be the SPOC for incident control & management. Escalation Management for any critical incidents that do occur. Assess Incident Maturity. Develop plans and tactics to move up the process maturity curve. Communicate with stakeholders on the status, impact, and resolution of incidents. Reporting on compliance & non-compliance per area in incident management processes. Ensure continues improvement plans for incident management. Provide reports and metrics on incident management performance and trends. Conduct root cause analysis and identify preventive actions to avoid recurrence of incidents. Monitor and improve all network monitoring and support functions Engage with the various NOC support teams and implement operational improvement plans. Ensure performance requirements of network facility monitoring are met to ensure faults are attended to and restored in the shortest possible time. Engage, monitor, and report on the performance of the outsourced partners.Co-ordinate national network operations (Service Assurance) meetings. Effectively deal with network outage and monitoring shortfalls. Manage the effectiveness and performance of the network monitoring tools. Consult with senior management and review proposals to determine goals, time frame, funding limitations and procedures for accomplishing the improvements. Oversee and support the NOC with network monitoring functions under their control. Co-ordination of the sub-departments, internal and external stakeholders to meet company operational goals and objectives. Proactive notification and updates of service failures to be sent timeously to respective stakeholders in order inform all impacted customers. Ensure efficient use of various ERP tools used by the organization to support functional analysis and reporting. Implement, document, and enforce applicable procedures to deliver a unified service within the department Review report on all non-conformance issues. Reporting progress of network outages to senior management at regular intervals. Interact with internal and external stakeholder to implement plans to reduce any risks associated. Support and execute the company's business continuity incident management plans for Network Operations. Effectively manage and report on network operations related EXCO escalations. Provide reports and metrics on incident management performance and trends. Conduct root cause analysis and identify preventive actions to avoid recurrence of incidents. Provide reports and metrics on change management performance and trends.
Requirements B-Degree/similar technical qualification or relevant technical experience in Operations: Essential ITIL V3 Foundation: Desirable Cisco or similar certification: Desirable 5-8 years Telecommunications environment: Essential 5-8 years technical experience and relevant technical certification: Essential 3 years At least 3 years of experience in incident management: Essential 3 years' Experience with IT service management tools such as ServiceNow: Essential 3 years Knowledge of ITIL framework and best practices for IT service management: Essential All Appointments are subject to the Labour Legislation in the respective country.
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