Job Description

Why choose Logicalis?
It's not just IT solutions, It's IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.
Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow
Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE PURPOSE
The Major Incident Manager will provide oversight for coordination, communication, and reporting of all Priority 1 level incidents. The role requires the hired incumbent to be available based on a schedule when Major Incidents occur. (This may be based on Shifts/Stand-by).
Additionally, you will work with the Problem Manager to manage Problem Investigations and route tasks to the correct individuals to ensure the work progresses. In this role you will provide Reactive and Proactive Problem Management support, respond to customer requests, progress problem tickets, resolve service issues and provide reporting.
You will also be required to run RCA sessions with technical analysts to establish root causes.
ROLE RESPONSIBILITIES
Major Incident Manager:

• Initiate and lead Major Incident bridges.
• Coordinate the restoration of services impacted by Major Incidents by engaging technical resources hierarchica?lly or functionally.
• Participate in the Incident and Problem Management Processes, Policies and Procedures.
• Manage the Major Incident Management function, to include regular assessments of procedures to ensure they are well-documented and sustainable.
• Ensure the appropriate communications are sent to IT and business leadership, keeping them advised of the incident and business impact. To help make timely decisions that are required to reduce business impact.
• Develop strong relationships with technology towers, vendors and customer resolvers.
• Draft reports as required per service.
• Problem Coordinator:
• Proactive Problem Management
• Proactively identify and manage the resolution of proactive problems.
• Identify or drive technical analysts to discover opportunities to improve the service across the IT estate.
• Document recommendations for any Service Improvement Plan for the client or Logicalis.
• Reactive Problem Management
• Host Problem Meetings on behalf of Logicalis Problem Management Team if required.
• Monitor and update the problem database by raising Problem records and owning until closure.
• Escalate to the Problem Manager issues which are likely to impact the customer that have not already been highlighted through the normal escalation process.
• Attend or host Problem reviews when requested by the Client or Logicalis and ensure any actions assigned to Problem Management during the review are completed to the agreed timescales.

Administration:

• Comply with Logicalis codes of conduct, policies, procedures, processes, directives, and productivity management working practices.
• Understand and comply with all Customer and Logicalis procedures and directives.
• Attend Corporate, team & customer meetings when requested by the Team Leader / Problem Manager / Incident Manager or any other technical area of expertise.
• Update the Known Error database.
• Update Trackers.
• Identify and provide input into agreed Risk register.
• Administer Problem Management and Major Incident Management mailboxes.

Reporting:

• Produce client reporting to the agreed contractual timescales and agreed quality.
• Provide ad-hoc and routine reports to the agreed timescales and quality.

DELIVERY RESPONSIBILITIES
Major Incident Manager

• Manage Major Incidents.
• Compile and provide communication.
• Setup and host bridge calls.
• Coordinate resources.
• Reporting.
• Handover to Problem Management process.
• Communicate with stakeholders.
• Communicate with other ITIL functions..

Problem Coordinator:

• Create Problem records.
• Defer Problems when necessary.
• Assign tasks to Technical Analysts and coordinate root cause analysis.
• Communicate with other ITIL functions.
• Communicate with stakeholders when required.
• Assign known errors to the Technical Analysts.
• Prioritize and plan the investigation of known errors.
• Validate proposed solutions to known errors.
• Validate that a Problem is solved.
• Close Problems and communicate with stakeholders.
• Reporting.

EXPERIENCE:

• Demonstrated proficiency in IT terminology, systems, and processes.
• Effective verbal and written communication skills for the purpose of providing and explaining MIM information and status to management, staff, and vendors as well as to conduct the proceedings of the bridge.

• Ability to translate complex technical issues into business speak.
• Ability to multi-task (handle large number of people/departments on the phone, email and IM at same time).
• Ability to manage and coordinate independently and without supervision. It will be advantageous to have good organisational and planning skills.
• Able to work tight deadlines under pressure to ensure minimal impact to the customer's service/business.
• Methodical and logical mindset.
• Demonstrate experience in resolving problems.

• 5+ years' experience in Enterprise IT working with Infrastructure and/or Application support or other similar areas of relevance.

It is essential to have good general knowledge of technology.

• It would be advantageous to have 2 years' experience in a similar role.
• Understanding of a ITSM toolset. (experience using ServiceNow is beneficial).
• Having worked in a shift or standby scheduled environment where support may be required 24x7.
• Worked in an ISO 27001 and ISO 20 000 environment.

QUALIFICATIONS:

• Matric (Grade 12).
• ITIL certifications - Foundation v4, OSA
• Prince2 advantageous.

SKILLS/ATTRIBUTES:

• Advanced Microsoft Excel experience, specifically data interpretation.
• Good understanding of IT infrastructure.
• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised and under pressure in a multi-tenanted environment.
• Attention to detail.
• Punctuality.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.
• Possess proficient analytical and decision-making skills.
• Demonstrated ability for gathering and scrutinizing data to identify issues, opportunities, and patterns.
• Proficient relationship building skills - predict customer behavior and respond accordingly.
• A strong service-oriented ('can-do') culture, with a strong focus on the 'internal customer' approach, committed to exceeding customer expectations.
• Dynamic but aware of the views and feelings of others. Demonstrate good Emotional Quotient.
• Able to operate as a good team player.
• Drive, good attitude and energy.
• Demonstrate clear purpose, enthusiasm, and commitment.
• Set high standards and ensure Logicalis adheres to good practice and quality commitments (e.g. ISO standards).
• Resilient and tenacious.
• Well organized and methodical.
• Accountable and collaborative.
• A strong brand ambassador.

Skills Required