Incident Analyst

Discovery; Sandton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A health and life insurance firm in Sandton is looking for an Incident Analyst to manage and resolve incidents efficiently. Candidates should have a Matric qualification and ITIL Incident Management certification, along with at least 3 years of experience in Incident Management. This role requires analytical skills and proficiency in Microsoft Office, as well as familiarity with Service Desk Monitoring Tools. The firm promotes employment equity and encourages diverse applications.

Qualifications

• At least 3 years' experience in Incident Management.
• Familiar with all ITIL processes.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Confirm that a fix/work-around is implemented on the incident tickets.
• Identify issues from sets of tickets through trend analysis.
• Provide periodic reporting on incidents and Incident Reports for major outages.
• Create an end of day summary report on incidents.
• Review records produced by Junior team members and offer improvement recommendations.
• Adhere to standard operating procedures and policies.

Skills

Incident Management

Statistical analysis and reporting

Troubleshooting / problem analysis

MS Word

MS Excel

MS PowerPoint

MS Outlook

Education

Matric

ITIL Foundation Course or ITIL Incident Management Certification

Degree or Diploma in Information Technology

Tools

Service Desk Monitoring & Support Tools

Job description

Discovery Life

Life Systems Infrastructure

Incident Analyst

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast‑paced and dynamic environment enables smart, self‑driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Life

Discovery Life is an ever growing fast‑paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

Resolves and triages incidents common to a set of tickets, by analysis of underlying systems, evaluation of alternatives and the coordination of the implementation of fixes.

Areas of responsibility may include but not limited to

• Confirm that a fix/work‑around is implemented on the incident tickets received to ensure that functionality has been restored
• Identify issues from sets of tickets by conducting trend analysis
• Provides periodic reporting on incidents, as well as Incident Reports for major outages
• Create an end of day summary report on Incidents to ensure the management team and relevant stakeholders are kept up to date
• Review records produced by Junior team members and provide recommendations for improvement and enhance processes where applicable
• Adhere to standard operating procedures and appropriate policies to ensure compliance
• Make recommendations to enhance process and system functionality

Education and Experience

Essential

• Matric
• ITIL Foundation Course or ITIL Incident Management Certification
• At least 3 or more years’ experience in Incident Management

Advantageous

• Degree or Diploma in Information Technology (or equivalent).

Technical Skills or Knowledge

Essential

• Processes - Incident Management. Familiar with all ITIL processes
• Technologies - Service Desk Monitoring & Support Tools
• Troubleshooting / problem analysis
  Incident Trend analysis (statistical skills)
• Statistical analysis and reporting, problem solving analysis
• Proficiency in MS Word, MS Excel, MS PowerPoint and MS Outlook

Advantageous

• Knowledge of the Life Insurance market

EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.