Manager: Incident & Change JHB1 at Liquid Intelligent Technologies

Key Result Areas

Changes & Incident Management

• Develop and execute change & incident management strategies, policies & procedures
• Coordinate with various teams to ensure successful implementation of changes
• Monitor and respond to incoming service incidents reported by users or detected by monitoring tools.
• Manage all major Incidents & events. Setup incident & crisis management teams and be the SPOC for incident control & management.

Changes & Incident Compliance

• Assess Incident & Change Maturity. Develop plans and tactics to move up the process maturity curve.
• Identify change & incident champions and ensure compliance to change processes. Drive a culture of compliance and adoption.
• Review and assess proposed changes for risk and impact analysis. Make recommendations for approving or rejecting changes.
• Quality control on all change & incident and ensure accurate capturing into appropriate systems.

Quality Assurance and Reporting 

• Oversee the technical aspects of implementing changes
• Ensure that changes are tested and validated and backout plans are incorporated
• Coordinate with the teams to minimize disruptions during the change.
• Provide reports and metrics on incident management performance and trends

Requirements

Formal Qualifications

• Higher diploma in IT/Engineering 
• Certification in ITIL Foundation or higher is an advantage

Experience

• At least 3 years of experience in service management, preferably in incident management
• At least 3 years of experience in similar position
• At least 3 year experience with IT service management tools such as ServiceNow

Knowledge Areas

• Knowledge of ITIL framework and best practices for IT service management
• High computer literacy and expertise using operational OT & IT systems.
• Understanding of technology, products and services offered
• Good understanding in the working of Data Centre Infrastructure
• Familiarity with company policies and procedures