Incident Manager at Discovery Limited

Key Purpose

• As owner of the escalation process the Incident Manager will take ownership of Major Incidents, ensuring co-ordination of the resolving parties, effective communication to stakeholders and completion of Post Incident Reviews. This role also requires working flexible hours (24x7) and a willingness to work on-call if required.

Areas of responsibility may include but not limited to

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations
• Ability to effectively operate and communicate efficiently under pressure
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Determines if an incident needs to be escalated according to priority and severity of the issue
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Ensure the closure of all resolved and end-user confirmed Incident records
• Drive cross functional and technical team collaboration during problem resolution
• Facilitate timely identification, escalation, resolution, and follow-up for all outstanding issues
• Identify potential problems and/or increasing trend of repetitive Incidents
• Initiation of a Bridge Call and War Room where required to facilitate restoration of services
• Provide guidance to the Incident Process Coordinators
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
• Manage workload through effective staff capacity management and scheduling
• Available for on-call and emergency response rotation as needed
• Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets
• Attendance at the regular CAB meetings to contribute to discussions and impact assessments of proposed service changes as well as ensuring business impacts and communication is taken care of ahead of changes being implemented
• Escalation of risks and issues to management/executives

Personal Attributes and Skills

• Fast learner who takes initiative
• Strong and professional communication
• Attention to detail
• Ability to work under pressure
• Adapting and responding to change
• Energetic team player
• Optimizes work processes
• Plans and aligns
• Self-development
• Action oriented

Education and Experience

Education:

• ITIL
• Project Management beneficial
• BSc in Computer Sciences/ Information Systems or equivalent IT tertiary qualification

Experience:

• More than 2 years’ experience in Incident Management
• ITSM Tools (Servicenow experience preferred)
• APM and Infrastructure Monitoring Tools (DynaTrace experience preferred)
• AWS Cloudwatch and integration with other tools
• More than 2 years’ experience troubleshooting and resolving technical issues in a distributed environment
• Implementation and maintenance of a CMDB
• Strong verbal and written communication skills with competency to present to an executive level

Knowledge:

• ITIL
• APM and Infrastructure Monitoring Tools