Specialist: Incident Request Management Ref Nr : Vac00629/23 (Re 01)

Job title : Specialist: Incident Request Management REF NR : VAC00629/23 (RE 01)
Job Location : Northern Cape, Kimberley

Deadline : January 04, 2025

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Key Responsibility Areas  Implementation of ITIL Life Cycle stage (Service Operations) relevant to all types of incidents, requests, problems, events and access management issues raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery  Monitoring and evaluation of incidents, request, event and access requirements life cycle against SLA requirements and mitigation of risks  Monitoring and evaluation of all escalation mechanisms with regard to management of risk to enable consistent effective service delivery and performance  Provide input in planning and facilitating Incident, Request, Event Access Management audits  Manage critical and high impact Incidents, Requests, Events and Access Requirements  Collaborate with relevant stakeholder in managing the Incident, Request, Event and Access Management life-cycle processes 
 Qualifications and Experience  Minimum: 3-year National Diploma in Computer Science, Information Technology, Business Administration/Management or equivalent; and ITIL Foundation Certification.  Experience: 3-5 years' experience in Service Management principles and the application of best practices (i.e ITIL, COBIT, ISO) for Incident, Request, Problem, Event and Access Management; Experience in Service Asset and Configuration Management processes and supporting technologies (i.e ITSM, ARS); Working in a team and team management by applying project management delivery concepts; and Customer interaction. 

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