Major Incident Manager-1 at FirstRand Corporate Centre

• In this role you will drive and embed best practice processes, tools, and frameworks within the FirstRand group to provide seamless customer experience (Internal/External perspective).
• To act as a single point of contact for all parties involved during a major incident/s as well as ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner.

​Are you someone who can:

• Lead the major incident life cycle and ensuring it is handled in accordance with Group Major Incident procedure.
• Ensure the levels of Major Incident classification and prioritization are understood and applied.
• Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
• Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders.
• Ensure Major Incident records to be completed accurately within the ITSM tool.
• Enforce SLA’s developed to contract quality and deliver for inclusion of the group service levels.
• Technical or first line troubleshooting where applicable. Analysing historical data to identify and eliminate potential incidents before they occur or during a major incident.
• Identify underlying causes of incidents and preventing recurrences.
• Ensure Vendor management and remediation is directed where appropriate.
• Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.
• Understand the Problem and Change management processes to ensure root cause remediation on major incidents.
• Drive validation processes by obtaining sign-off from technical service and senior management to deliver incident resolution.
• Involvement in high-risk changes to facilitate quick resolution during implementation.
• Present incidents in senior stakeholder forums as well as detailed outcomes actions and resolutions.
• Audit/Risk reviews – ensure all audit and risk requirements are in accordance with group standard.
• Develop and review the major incident management process and policy for major incident across group, including definition of incidents, classification and prioritisation and aligning standard target resolution times.
• Ensure business and stakeholder relationships is maintained.

You will be an ideal candidate if you have:

• Completed a BTech in Information Technology or relevant degree
• 4-5 years experience in a similar role including:
• IT Service Management
• Incident management
• Problem Management

Required: 

• ITIL Foundation
• MIM certification

Preferred: 

• ITIL V3 Service Operations
• ITIL V4 Monitor, Support and Fulfill
• ITIL V4 Create, Delivery and Support

You will have access to: 

• Opportunities to network and collaborate
• Opportunities to innovate

Deadline:7th August,2025