Job Description

Position summary
Industry: FMCG & Supply Management
Job category: FMCG, Retail, Wholesale and Supply Chain
Location: Western Cape
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
The main purpose of the IT Incident Manager role is to oversee the incident management process and ensure the swift resolution of IT service disruptions. This role is crucial in maintaining the stability and reliability of IT services by coordinating the response to incidents, minimizing impact on business operations, and ensuring proper incident resolution and documentation.
Job description
ROLES AND RESPONSIBILITIES

• Incident Management: Lead the incident management process from identification to resolution, ensuring timely response and communication throughout the incident lifecycle.
• Coordination: Coordinate with IT teams, support staff, and other stakeholders to troubleshoot and resolve incidents efficiently.
• Communication: Maintain clear and effective communication with stakeholders, providing regular updates on incident status and resolution progress.
• Root Cause Analysis: Perform root cause analysis to identify the underlying issues causing incidents and implement corrective actions to prevent recurrence.
• Documentation: Ensure all incidents are properly documented, including incident details, resolution steps, and any lessons learned.
• Continuous Improvement: Identify and implement opportunities for process improvements in the incident management process.
• Reporting: Generate and present incident reports and metrics to management, highlighting trends, areas for improvement, and the overall effectiveness of the incident management process.

KEY PERFORMANCE INDICATORS (KPIS)

• Incident Response Time: Measure the average time taken to respond to incidents from the moment they are reported.
• Incident Resolution Time: Track the time taken to resolve incidents and restore normal service.
• Incident Volume: Monitor the number of incidents reported within a given period to identify patterns and areas for improvement.
• First-Time Fix Rate: Measure the percentage of incidents resolved on the first attempt without the need for escalation.
• Customer Satisfaction: Assess customer satisfaction levels through feedback and surveys post-incident resolution.
• Post-Incident Review: Evaluate the effectiveness and thoroughness of post-incident reviews and documentation.

CORE COMPETENCIES

• Technical Expertise: Strong understanding of IT infrastructure, systems, and applications, with the ability to troubleshoot and resolve technical issues.
• Problem-Solving Skills: Ability to analyse complex problems, identify root causes, and implement effective solutions.
• Project Management: Skilled in managing multiple tasks and projects, prioritizing work, and ensuring timely completion of incident resolution.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information to both technical and non-technical stakeholders.
• Team Leadership: Proven ability to lead and motivate a team, fostering collaboration and coordination among team members.
• Attention to Detail: Strong attention to detail in incident documentation, analysis, and reporting.

SOFT SKILLS

• Empathy: Demonstrating empathy and understanding towards customers and colleagues during incident resolution.
• Adaptability: Ability to adapt to changing priorities and work effectively under pressure in a fast-paced environment.
• Conflict Resolution: Skilled in resolving conflicts and managing difficult situations with a calm and professional demeanour.
• Time Management: Excellent time management skills, with the ability to prioritize and manage multiple incidents simultaneously.
• Collaboration: Strong collaborative skills, working effectively with various teams and stakeholders to achieve common goals.
• Customer Focus: A strong commitment to providing excellent customer service and ensuring customer satisfaction.

Minimum requirements

• Education: Bachelor's degree in information technology, Computer Science, or a related field is preferred.
• Experience: Minimum of 3-5 years of experience in IT incident management, service management, or a related role.
• Certifications: Certifications such as ITIL (Information Technology Infrastructure Library) or related IT service management certifications are highly desirable.
• Technical Skills: Proficiency in IT service management tools, incident management software, and other relevant technologies.
• Industry Knowledge: Understanding of industry best practices, frameworks, and standards for incident management and IT service management.