Incident Manager

Sabenza It & Recruitment; Cape Town; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading IT recruitment firm in Cape Town is seeking an experienced Incident Manager to oversee high-priority incidents and ensure seamless operations. The successful candidate will coordinate teams during service disruptions, lead incident reviews, and maintain communication with stakeholders. Required are proven skills in Incident Management within an ITIL framework, along with excellent communication capabilities. This role requires after-hours support when necessary, offering a hybrid work environment.

Qualifications

• Proven experience in Incident Management within an ITIL-aligned environment.
• Strong understanding of IT operations and service delivery processes.
• Excellent communication and coordination skills, especially under pressure.
• Ability to work effectively in a hybrid setup and provide after-hours support when necessary.
• Solid documentation and reporting capabilities.

Responsibilities

• Manage and coordinate resolution of high-priority incidents across the organization.
• Lead and facilitate Incident Management reviews during daily CAB meetings.
• Ensure timely and clear communication to stakeholders during service disruptions.
• Compile and distribute High-Priority Incident reports to relevant stakeholders.
• Collaborate with internal IT teams and vendors during incidents for swift resolution.
• Maintain comprehensive and accurate incident records for reporting.
• Lead the monthly Problem Review Board to evaluate recurring issues.
• Foster collaboration among technical teams and external partners.
• Provide after-hours standby support for urgent incidents.

Skills

Incident Management

ITIL Framework

Communication under Pressure

Documentation Skills

Job description

Job Description

We are looking for a skilled Incident Manager to support and enhance our IT operations by managing and resolving high-priority incidents.

The successful candidate will act as a backup for communications and provide coordination across teams during service disruptions.

You'll play a key role in leading incident response, communicating with stakeholders, and ensuring business continuity through proactive incident and problem management.

Key Responsibilities:

1. Manage and coordinate resolution of high-priority incidents across the organization.
2. Lead and facilitate Incident Management reviews during daily CAB (Change Advisory Board) meetings.
3. Ensure timely and clear communication to stakeholders and business units during service disruptions.
4. Compile and distribute High-Priority Incident reports to relevant stakeholders.
5. Collaborate with internal IT teams and third-party vendors during incidents to ensure swift resolution.
6. Maintain comprehensive and accurate incident records for reporting purposes.
7. Lead the monthly Problem Review Board to evaluate recurring issues and establish long-term solutions.
8. Foster effective collaboration among technical teams and external partners to resolve logged problems.
9. Provide after-hours standby support in case of urgent incidents or emergency change approvals.

Requirements:

• Proven experience in Incident Management within an ITIL-aligned environment.
• Strong understanding of IT operations and service delivery processes.
• Excellent communication and coordination skills, especially under pressure.
• Ability to work effectively in a hybrid setup and provide after-hours support when necessary.
• Solid documentation and reporting capabilities.

Hit apply today for more information!

Responsible for managing high-priority incidents, coordinating resolution teams, and ensuring timely communications.