Job Description

To coordinate and oversee the resolution of IT incidents by ensuring timely and efficient 2nd level support is delivered to internal staff, IT infrastructure teams, and external clients. The role includes acting as the Incident Coordinator (IC) on behalf of the Service Desk Manager (SDM), ensuring effective communication, prioritization, and escalation of incidents to minimize service disruptions and maintain compliance with agreed service levels.

MAIN RESPONSIBILITIES

Incident Management

Monitor and triage incoming incidents, ensuring they are accurately logged and categorized in the ITSM tool (e.g., ServiceNow).

Coordinate the end-to-end resolution of incidents, working closely with support teams (L1, L2, L3) and third-party vendors.

Take ownership of high-priority incidents promptly according to SLA and incident management procedures.

Ensure all incidents are resolved within agreed SLAs and OLAs.

Communication

Serve as the central point of contact during major incidents.

Send timely and accurate incident notifications and updates to stakeholders, including leadership and business users.

Facilitating incident bridge calls for critical incidents, driving resolution efforts and ensuring accountability.

Documentation and Reporting

Ensure incident records are complete, including root cause, resolution steps, and preventive measures.

Contribute to post-incident reviews (PIRs) and problem management by identifying trends.

Generate incident reports and metrics for performance monitoring and service improvement.

Process Compliance and Improvement

Adhere to ITIL-based incident management processes and contribute to their continuous improvement

Identify gaps in incident handling procedures and suggest improvements to minimize recurrence.

Compiling of Service Desk Operational Procedures and dashboard building for live stats monitoring.

Additional Responsibilities:

Act as a stand in for Service Desk Manager.

Manage Service Desk Team outputs and policies compliance.

Oversee Service Desk team outputs, ensuring alignment with policies, processes, and performance standards.

Support the development and enforcement of Service Desk policies and procedures.

Assist in training, mentoring, and onboarding new Service Desk staff.

Contribute to resource planning, shift scheduling, and workload management as needed.

EXPERIENCE REQUIRED

Experience using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk).

Ability to coordinate multiple teams during time-sensitive situations.

Experience in a 24/7 support or shift-based environment is advantageous.

Excellent communication and interpersonal skills.

An Analytical and problem-solving mindset.

Ability to remain calm and organized under pressure.

Previous experience managing or coordinating incidents is preferred.

QUALIFICATIONS

Diploma or degree in IT, Computer Science, or related field.

ITIL v3 or ITIL 4 framework (certification preferred).

Any other ITIL Intermediate Courses are an advantage.

THE SUCCESSFUL CANDIDATE MUST BE

Ability to work on your own as well as together with other teams.

Flexible to work on Hybrid/onsite as well as standby availability for critical incidents.

Self-Starter, does not need to be told what to do.

Able to perform under pressure.

Must have your own transport and driver's license, as travelling will be required.

Ability to work effectively with Vendors, Suppliers and various staff.

Communicate effectively and in a professional manner i.e., verbally and written.

Management and Organizational skills.

Professional.

Job Types: Full-time, Permanent

Work Location: In person

Application Deadline: 2025/06/17