Ops Manager: Incident Management (x12 Month's Fixed Term Contract - Uitenhage) at BCX

Key Deliverables / Primary Functions

• Monitor and manage the Incident and Request Management Process.
• Respond to client queries in accordance with service level agreements.
• Provide feedback on escalation as needed.
• Report and Monitor all Incident Management and Request Management KPI’s and SLA’s.
• Report and Monitor all Service Desk KPI’s and SLA’s.
• Escalate open, aged and SLA’s on all open calls to resolver groups, support managers and SIM.
• Escalate non-conformance on Incident and Request Management to Support Managers and SIM.
• Manage service desk staff on site. Scheduled break times, leave, performance, etc.
• Ensuring call quality, calls are correctly logged, prioritized and classified, address any deviations with Service Desk agents.
• Handle escalations on non-conformance of Service Desk staff on Service Desk process.
• Monitor and coordinate overflow to leverage desk and escalations of non-conformance of process.
• Create and update Service Desk working instructions and assignment guides, where required.
• Any Incident Management tasks that might be required as part of contract deliverables

Core Functional Skills & Knowledge:

• Customer Focus
• Excellent communication and presentation skills
• Time & Priority Management
• Service Desk Management
• In depth understanding of the ITSM - Good understanding of SLA’s and the impact of stock management
• People Management

Core Behavioural Competencies:

1. Job Match Rating
2. Delivering Results
3. Meeting customer expectations
4. Decision Making
5. Handling Pressure
6. Communication and Impact

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
• OR NQF 4: Grade 12
• Additional Qualification preferred or advantage

Experience:

• 3 years’ experience

OR

• Grade 12 & 5 years’ experience