Hybrid IT Incident & Problem Manager - Resilience & RCA Lead

Advania Group; Cape Town; Ibrido; ZAR 391.000 - 446.000; Tempo pieno

Descrizione del lavoro

Advania seeks an experienced Major Incident & Problem Manager to lead restoration of critical IT services in a hybrid Cape Town environment. You will coordinate major incidents, drive rapid restoration, and manage problem records while engaging with clients and suppliers to improve service stability.

The role focuses on root cause investigations, post-incident reviews, and ongoing service improvement within a complex managed services setting. Hybrid work policy applies.

Competenze

• Extensive experience leading major incident management and problem management.
• Experience in MSP/service integrator/complex enterprise IT environments.
• Proven ability to manage high-priority service disruptions and drive restoration.
• Experience leading root cause investigations and reviewing RCA outputs.
• Strong understanding of enterprise IT: infrastructure, cloud, networking, apps, end-user computing.
• Ability to identify trends and opportunities for service improvement.
• Excellent written and verbal communication with stakeholders and customers.
• ITIL certification or equivalent experience preferred.

Mansioni

• Lead and coordinate the response to major IT incidents.
• Drive rapid service restoration and minimise business disruption.
• Chair incident bridge calls and coordinate technical teams.
• Provide clear, timely updates to customers and stakeholders.
• Manage escalations and support senior stakeholder communication.
• Oversee problem management for major and recurring issues.
• Lead root cause investigations and post-incident reviews.
• Track corrective actions through to completion.
• Identify trends and recommend service improvements.
• Maintain known errors, workarounds and lessons learned documentation.

Conoscenze

Major Incident Mgmt

Problem Mgmt

ITIL

Descrizione del lavoro

Advania seeks an experienced Major Incident & Problem Manager to lead restoration of critical IT services in a hybrid Cape Town environment. You will coordinate major incidents, drive rapid restoration, and manage problem records while engaging with clients and suppliers to improve service stability.

The role focuses on root cause investigations, post-incident reviews, and ongoing service improvement within a complex managed services setting. Hybrid work policy applies.