Job Description

Introduction

Momentum Group is a South African-based financial services group. Our retail and specialist brands drive to build and protect our client's financial dreams. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisation's care for and reward their employees and members.

Momentum Group is one of South Africa's largest life insurers and integrated financial services companies, operating through brands like Momentum, Metropolitan, Guardrisk, and Eris Properties. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities, and businesses. Visit us at www.momentumgroup.co.za

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

The Incident Manager will be responsible for leading recovery of high priority incidents, running post incident reviews, tracking action items to closure, and chairing CAB meetings.

You will also be responsible for supporting resolution of lower priority incidents and ticket management. You will be the first point of escalation for business and IT teams for ITSM related topics. This role is critical in maintaining operational stability, minimizing business impact, and driving continuous improvement in incident handling.

Requirements

Bachelor's degree in IT, Computer Science, or related field.
3-5 years of experience in similar roles - e.g., Incident Manager, Technical Escalation Engineer, etc.
ITIL or similar IT service management certifications.
Proficiency in incident management and ITSM tools.
Cloud Experience Advantageous.
ITSM Tool Experience - Atlassian Jira.
Incident response and resolution times.

Duties & Responsibilities

Lead and drive major incidents towards mitigation and resolution.
Collaborate with IT teams and stakeholders to troubleshoot and resolve incidents.
Provide timely and meaningful updates to stakeholders.
Lead post incident review and problem management meetings with key stakeholders to review events and opportunities for ongoing improvement.
Maintain detailed records of incidents and resolutions.
Chair CAB meetings and ensure all approved changes are thoroughly vetted.
Continuously look for automation and improvement opportunities for IT Service Management.
Support auditing requirements.
Generate incident metrics and trend reports.
First point of escalation for business and IT teams for IT Service Management.
First-time fix rate.
Incident volume and recurrence.
Customer satisfaction scores.
Post-incident review effectiveness.

Competencies

Capabilities to identify and analyze problems logically and systematically.
Strong communication skills, must be able to articulate technical issues in a meaningful way to both engineers and executive level management.
Project management abilities.
Effective communication skills.
Team leadership.
Attention to detail.
Crisis management skill: ability to maintain calm during stressful situations; demonstrate leadership skills under fast-paced, highly dynamic situations, pursue multiple threads at the same time, and drive solution for complex issues.
Deep understanding of ITIL processes, hands-on experience in incident management, problem management & change management.
Open to change and ability to function in fast paced environment.
Empathy and customer focus.
Adaptability under pressure.
Conflict resolution.
Time management.
* Collaboration across teams.