Incident Coordinator - Cape Town at Clickatell

Purpose

• Manages the process to restore normal service operation as quickly as possible to minimize incident impact on business operations. Resolves the root causes of incidents to minimize the adverse impact of incidents, and to ensure standardized methods, documentation and procedures are used for efficient and prompt handling of all changes.

Responsibilities of the Role Incident Management:

•  Ensure maximum possible service availability and performance.
•  Creates and monitors plans to investigate and resolve incidents and problems.
•  Work to ensure that all Major Incident activity contributes to minimising disruption and downtime to systems and services.
•  Work collaboratively with Software Development and Networks & Infrastructure teams to eradicate recurring incidents and prevent major incidents, by facilitating actions to identify problem root causes.
•  Agree suitable remedies and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to help avoid re-occurrence.
•  Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
•  Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
•  Owns the Major Incident Management Process, and ensures escalations are responded to and owned through to resolution.
•  Engage with suppliers to help ensure problems are managed and resolved in a timely manner.
•  Chair Major Post Incident Reviews.
•  Ensure Major Incident Management procedures are strongly adhered to and respond to escalations, ensuring resolution, recovery, documentation, and closure of major incidents.
•  Ensure all necessary updates to the Knowledge Management System are undertaken.
•  Participate in major incident resolution process to facilitate data collection and analysis, leading to a long-term fix for the incident. Identify problems and feed into the Problem Management process.
•  Produce internal and Customer facing RCAs as part of the incident management process.
•  Ensure that all relevant incident information is captured in operational communication ticket (OPSCOM Ticket).

Change Management:

•  Chair change advisory board meetings.
•  Ensure strict adherence to change management policy.
•  Assist Change Management owner where required.
•  Follow up on completed RFCs and chair incident meetings for failed changes.
•  Perform daily CAB reconciliation.
• Distribute CAB agenda for change meetings.
•  Ensure that details of the discussed changes are shared to and approved by senior staff.

Problem Management:

•  Participate in Problem Management where required.
•  Analyse incident trends, identify repeat incidents, and determine where the application of problem-solving efforts will reap the biggest benefits for the organization.
•  Maintain information about Known Errors and Workarounds.

Education and Training:

•  Identify knowledge gaps within the Customer Engagement team and address accordingly.
•  On-the-go training to customer representatives.
•  Formal training assistance of new Enterprise Support Agent personnel.
•  Assist Enterprise Support Agents with enquiries and knowledge sharing where appropriate.
•  Use existing/Create training program to assist with training objectives.

Requirements of the Role

•  Matric Certification
•  IT Diploma or similar tertiary qualification Advantageous
•  Working ITIL v3 knowledge.
•  Have worked in a NOC or similar environment
•  Must understand and demonstrate knowledge of:
•  Networking, from Ethernet to IP
•  Operating systems, from bare steel to network services
•  Exposure to Agile and Scrum, Kanban methodologies in a high paced environment.
•  Excellent communication: Good interpersonal and communication skills.
•  Analysis and logic, systematic and orderly planning, attention to detail.
•  Self-starter who can work with minimum of supervision.
•  Excellent attention to detail with the ability to multi-task in a fast-paced environment
•  Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company.