Incident Management

SUMMARY:
Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

POSITION INFO:
Key Responsibilities:

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident management process.
• Manages the remediation of any deviation of a process and inform the relevant department.
• Responsible for communicating to the relevant stakeholders on the current incident.
• Point of contact for all Major Incidents on the network.
• Responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure.
• Responsible for the severity level escalation of the Incidents.
• Provide guidance to the Incident Process Coordinators (fault management).
• Ensures that the partner Service Level Agreement are ad- heard to.
• Post diagnostic Identification, initiation, scheduling of an incident review.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Ensure the design of the Incident process aligns with the business and industry best practices

• Set up and manage the NOC support team for 24/7 monitoring of the network
• Design the Request for Incident process and communication plan
• Identify, analyse, and communicate the relevant severity level of the Incident
• Coordinates efforts with another specialist
• Identify gabs in the Incident process
• Review the Incident Management process with the business and stakeholders

• Screening of the Incident to identify the internal and external specialist who will form part of the crisis
• Troubleshoot issues and manage to resolution
• Critical Incident Coordinator from Rain side (Recovery Leader) – problem management, escalate to correct person, ensure resolution within the SLA with upstream provider
• Communication on the Incident progress and ensuring all relevant stakeholders are notified
• Ensuring the Incident is managed for best possible resolution

• Good communication skills
• National Diploma Information
• NOC/ Fault Management Experience – Graduates
• Technology: Networking