Incident Manager

Ultima; Cape Town; Remote; ZAR 100 000 - 140 000; Part time

Job summary

A leading technical support firm is seeking an Incident Manager to ensure client websites are monitored and issues resolved 24/7. Responsibilities include monitoring incidents, assisting with administrative tasks, and effectively communicating with clients. The ideal candidate should have strong time management skills, attention to detail, and the ability to thrive under pressure. This is a part-time role offering training and opportunities for growth.

Qualifications

• Must be inquisitive and proactive.
• Ability to perform calmly under pressure.
• Experience in customer management is a bonus.

Responsibilities

• Monitor client's websites and applications for incidents.
• Handle incident management duties and client communications.
• Assist with administrative scheduling and reporting.

Skills

Time management and organisation

Attention to detail

Empathy for customers

Strong verbal and written communication skills

Job description

Incident Manager – Part time – Just after Midnight. Location: Remote. Part time – between hours per week.

Hours per week: Day shifts including Saturday and Sunday from 9am to 4pm (UK hours).

An SLA is the promise of response time we make to our clients, and you are how we make that happen.

Our Incident Managers are our first responders, who ensure that an SLA is never missed.

Your role will involve using our monitoring tools to track the health of sites, addressing issues by working closely with our Support Engineers, and communicating directly with our clients in case of requests or escalations.

With our Incident Managers switched on 24/7 for lightning-quick responses to just about everything, Just After Midnight wouldn't be who we are without you. We are looking for an Incident Manager to join our friendly team.

Role Overview

The role involves working in two areas: Incident Management and Administration.

Incident Management: You will be trained as an Incident Manager, whose role is to closely monitor our client's websites and applications, triage issues, follow correct procedures, and manage client requests until resolution. You will own incidents, manage them until resolution, and be the face of Just After Midnight delivering excellent service to clients who depend on us to keep their websites available 24/7.

Administration: You will assist the team with administrative tasks such as scheduling and preparing reports. Training will be provided.

Key Responsibilities

• Assisting with administrative work such as scheduling and reporting.
• Handling incident manager duties, acting as the bridge between JAM and our clients.
• Answering emails and calls from clients, responding to incidents and requests quickly and calmly, and following up where necessary.
• Building communication between the different teams to reach a solution, while updating the client regularly on progress.
• Ensuring that client requests are assigned promptly and carried out satisfactorily.

About You

We want you as you are – inquisitive, proactive and eager to do your part for a team that will always have your back, with the drive and focus to work independently as needed. The ability to perform and communicate calmly under pressure is key, as you will often be our clients' first point of contact.

Training will be provided in the role, but you will need to know your way around a computer. Just the basics – we won't ask you to show off your formula knowledge in Excel.

Experience in customer management and excellent interpersonal skills would be a bonus, but the must-haves are a can‑do attitude and a willingness to learn.

Qualifications & Skills

• Time management and organisation
• Attention to detail
• Curiosity
• Clear and positive thinking
• Fast problem‑solving and analytical skills
• Empathy for customers and the ability to listen to their needs
• Strong verbal and written communication skills
• Ability to collaborate with the technical support team

Additional Desired Skills

• Eagerness to learn new technologies and systems
• Enthusiasm for continuous learning and improvement – there will be a lot to learn as our business develops and grows
• Understanding of website development / hosting basics (advantage but not essential)

About Just After Midnight

We are one of the most well‑respected 24/7 technical support teams in the industry. We protect digital revenue and reputation, providing cloud hosting services and DevOps design and implementation. Our clients include global and national brands such as Dyson, The Body Coach, Volvo and UK Power Networks.

We have offices in London, Singapore, Australia, and the US. Our team is diverse, consisting of night owls, early birds, part‑timers and 9‑5ers.

We're always looking for smart, dedicated people to join us.

Working here means being in an environment where self‑motivation, discipline, and flexibility are the norms.