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IT INCIDENT MANAGER - 324585
IT INCIDENT MANAGER
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
IT Incident Manager required at the Sandton Head Office of a large national concern.
National Diploma / Equivalent
4+ years’ experience in Service Desk / Helpdesk Management role.
Duties include but are not limited to
Ensuring compliance with Incident Management process and policy.
Implement process, procedure and Sigma improvements.
Assist Sigma Owners and Third Party with the correct rerouting of misrouted tickets.
Create and maintain Sigma training documentation for Business Units and external stakeholders.
Ensure Key Performance Indicators are measured for incidents and report trends.
Manage the Incident SLA’s and Key Performance Indicators where appropriate, with accurate reporting to key stakeholders.
Escalate incidents and user service request and coordinate urgent and complicated support issues.
Accountable for overseeing the Customer Satisfaction Survey Process.
Ensure that all business critical services are recorded within the Service Catalogue.
Provide assistance in the development and review of SLA’s, contracts, agreements or any other documents from third party vendors.
Perform contract or SLA review annually.
Monitoring, reporting and regular review of supplier performance against targets, identifying improvement actions as appropriate.
Perform operations as part of Service Delivery Team.
Mentor and involve junior team members and provide training as required.
Package & Remuneration
R 400 000 to R600 000 per annum CTC
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