Specialist: Incident Management - Bellville at BCX

Key Deliverables / Primary Functions

• Drive the efficiency and effectiveness of the execution of the Major Incident Management processes.
• Produce daily and monthly management information (dashboards & reports) as requested by both BCX and the customer and attend meetings to present findings.
• Ensure the recovery of all major incidents with appropriate reporting and notifications to key Stakeholders. Conduct and coordinate War Room (Physical or Virtual), required in crisis with all identified technical support and BRMs.
• Proactive management of Major incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, ensure prioritization and direction.
• Ensure completion of Incident Analysis Reports for P1 tickets where required or on client request.
• Continuous improvement of the Major Incident Management Process.
• Represent BCX in Ad-hoc task team meetings to ensure that Major/Re-occurring incidents are restored as soon as possible and that the root cause is identified and resolved and represent Post-mortems for all major incidents to a satisfactory conclusion.

Core Functional Skills & Knowledge

• Incident Management
• Technical Report writing
• Communication
• Customer Relationship Management (CRM)

Core Behavioural Competencies

• Working with people
• Delivering Results & Meeting customer expectations
• Coping with pressures & setbacks
• Adapting & Responding to change
• Following instructions & procedures

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience

• 5 Years experience in IT support and IT Incident Management

Or

• 7 Years experience in IT support and IT Incident Management