Critical Incident Specialist - Service Integration and Management Specialist

Recruiter:

H2R Africa

Job Ref:

CIS1

Date posted:

Monday, September 2, 2024

Location:

Johannesburg, South Africa

Salary:

Market related

SUMMARY:
Responsible for managing and resolving critical incidents.

POSITION INFO:

6 months contract
Our client in the mining industry is dedicated to delivering exceptional IT services and solutions. They pride themselves on their innovative approach and commitment to excellence. Join this dynamic team and be part of a company that values your expertise and fosters professional growth.

They are seeking a highly skilled and motivated Critical Incident Specialist - Service Integration and Management Specialist to join their team. In this role, you will be responsible for managing and resolving critical incidents, ensuring seamless service integration, and maintaining high standards of service delivery.

Qualifications:
An undergraduate qualification (Bachelor's degree or equivalent) in the relevant IM discipline.
ITIL Certification and solid understanding of ITIL processes

Experience:
7- 10 years relating to

The specific IM field, controls and risk mitigation.
Business Unit plans and initiatives.
Frontline IM services, toolsets, compliance and standards.
Outsourced team management to ensure effective resource utilisation across the portfolio.

Key Responsibilities:

Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA and remediation plans and actions)
Drive for timely workarounds, document known issues and oversee problem management of incidents
Analyse, determine operational impact and act as final authority for all change implementations
Analyse, monitor and predict trends and develop plans designed to maintain service effectiveness
Conduct regular tests to simulate disasters and prepare in the event of real situations
Act as liason for all stakeholders with interests and input in incident management processes
Communicate very effectively with frontline service specialists and BU staff in case of disasters
Manage and record any changes which are implemented in the environment
Maintain a cross functional / multi vendor escalation matrix
Ongoing refresh of the Business Continuity Plan (BCP)

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