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  • Posted: Jun 23, 2020
    Deadline: Not specified
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    Old Mutual is an international investment, savings, insurance and banking group. For over 170 years we have been serving the growing insurance and investment needs of our customers, helping them achieve their lifetime financial goals.
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    IT Incident Manager

    Brief Description
    Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 17 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.

    We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

    The purpose of the Incident Management process is to restore a normal service operation as quickly as possible to minimise the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. The Incident Manager shall monitor and manage the IT Incident Process, thereby ensuring the overall delivery of service is of a quality standard. The Incident Manager shall be re sponsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management Process.

    The Incident Manager will own and facilitate the resolution of complex IT incidents related to the Old Mutual Protect environment, which consist of the Retail Proposition Platform and supporting IT Enabler systems.The Incident Manager shall co-ordinate action plans, ETA’s and follow-ups required to accelerate the recovery of IT services. The Incident Manager shall also document all actions and their status and is responsible for the communication of information surrounding an incident to the relevant stakeholders and to ensure that communication aligns to stakeholder expectations.

    KRA's

    • Responsible for the development, maintenance and education/training of the IT Service Management (ITSM) Incident Management process, standards and procedures.
    • Incident Manager is the single point of contact for one or more incidents.
    • Oversee, manage and drive the resolution of major outages through both Old Mutual Support Teams and Service Providers.
    • Ensure that Incident tickets are being work-flowed, according to standard process, procedures and policies.
    • Coordinating Action Centers to determine root causes and action plans to resolve major incidents.
    • Manages escalations of incidents until final resolution.
    • Identify process, people and technology improvements.
    • Produce Standard and Summary Incident Management Reports.
    • Audits the process to identify new areas for maturing of Incident Management.
    • Working with all IT Support teams, Service Management and external stakeholders like customer and 3rd parties.
       

    Job Requirements

    • Matric qualification.
    • An IT technical qualification or certification.
    • ITIL V3 Foundation certification (additional modules beneficial).
    • Preferred minimum of 3 years’ experience in IT Operations.
    • Relevant tertiary qualification/recognition of prior learning. 7 years of IS working experience. Working knowledge of Financial & Project management.
    • A good understanding of all/most (proof of experience beneficial): Maintenance and Support functions, Testing, Data Trending, Incident, Request, Problem, Change, Service Level Management, Customer Relationship Management, Service Catalogue
       

    Competencies

    • Strategic
    • Change as a Way of Executing
    • Leading with influence
    • Collaboration (Diversity & Inclusion)
    • Agile Innovation
    • Customer First
    • Personal Mastery (Lifelong Learning)

    Method of Application

    Interested and qualified? Go to Old Mutual South Africa on vacancies.oldmutual.co.za to apply

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