Specialist: Incident Request Management REF NR : VAC00629/23 at SITA SOC (Ltd)

Key Responsibility Areas 

• Implementation of ITIL Life Cycle stage (Service Operations) relevant to all types of incidents, requests, events and access management issues raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order 
• Monitoring and evaluation of incidents, request, event and access requirements life cycle against SLA requirements and mitigation of risks 
• Monitoring and evaluation of all escalation mechanisms with regard to management of risk to enable consistent effective service delivery and performance 
• Provide input in planning and facilitating Incident, Request, Event Access Management audits 
• Manage critical and high impact Incidents, Requests, Events and Access Requirements 
• Collaborate with relevant stakeholder in managing the Incident, Request, Event and Access Management life-cycle processes 

 Qualifications and Experience 

• Minimum: 3-year National Diploma in Computer Science, Information Technology or equivalent; and ITIL Foundation Certification. 
• Experience: 3-5 years’ experience in Service Management principles related to Incident, Request, Event and Access Management good practice methodologies, implementation and application of Service Asset and Configuration Management process and supporting technologies e.g (ITIL, Cobit, ISO), working in a team and involvement in project management delivery concepts and dealing with customers.