Incident Manager

Sabenza IT & Recruitment; Cape Town; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A dynamic IT recruitment firm in Cape Town is seeking an experienced Incident Manager to enhance IT operations. The successful candidate will manage high-priority incidents, lead stakeholder communications, and ensure business continuity. Ideal applicants possess extensive experience in Incident Management within ITIL frameworks and excel in coordination and documentation. This role offers an opportunity to work in a hybrid environment and support incident resolution, both during and after hours.

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.

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 and business units during service disruptions.

Skills

Incident Management

ITIL

Communications

Coordination

Documentation

Job description

Overview

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.

Responsibilities

• Manage and coordinate resolution of high-priority incidents across the organization.
• Lead and facilitate Incident Management reviews during daily CAB (Change Advisory Board) meetings.
• Ensure timely and clear communication to stakeholders and business units during service disruptions.
• Compile and distribute High-Priority Incident reports to relevant stakeholders.
• Collaborate with internal IT teams and third-party vendors during incidents to ensure swift resolution.
• Maintain comprehensive and accurate incident records for reporting purposes.
• Lead the monthly Problem Review Board to evaluate recurring issues and establish long-term solutions.
• Foster effective collaboration among technical teams and external partners to resolve logged problems.
• 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.

Additional Information

Hit apply today for more information!