Incident Manager

Datacentrix; Cape Town; On-site; ZAR 300 000 - 400 000; Part time

Job summary

A technology solutions provider in Cape Town is seeking an Incident Manager to manage incidents and problems in the ICT division. This role involves delivering ICT support services and ensuring compliance with established SLA's. The ideal candidate will have significant IT experience, including 2-3 years as an Incident Manager, and should possess ITIL Foundations certification. Regular performance reporting and trend analysis are key responsibilities. This is a 12-month contract position.

Qualifications

• 5 years IT experience.
• 2-3 years’ experience as an Incident Manager.
• Good understanding of ITSM tools and financial services systems knowledge.

Responsibilities

• Management of incidents and problems across the ICT division.
• Deliver ICT support services to users in accordance with agreed SLA’s.
• Regular reporting on performance and compliance, including trend analysis.

Skills

ITIL Foundations

Incident management processes

Reporting Metrix

Change Management

Excel skills (intermediate level)

Education

Relevant Certificate or IT Diploma

Tools

ServiceNow

Job description

Incident Manager

Job Location: Western Cape, Cape Town

Deadline: January 04, 2026

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Datacentrix Cape Town is looking for an Incident Manager on Contract for 12 months. The primary purpose of the role of the IT Incident Manager is the management of incidents and problems across the ICT division in order to deliver ICT support services to users in accordance with agreed SLA’s. The incumbent will also be responsible for ensuring regular reporting on performance and compliance, including trend analysis in order to target problem areas and minimise impact to users.

Knowledge, Skills and Experience

• Relevant Certificate or IT Diploma
• ITIL Foundations
• 5 years IT Experience
• 2-3 years’ experience as an Incident Manager
• Good understanding of Incident management processes and reporting Metrix, ITSM tools, financial services systems knowledge advantageous
• IT Risk and Cyber Security awareness advantageous
• Excel skills intermediate level
• Change Management (stand in for Change Manager or running with changes fixing incidents)
• Reporting and trending on stats and SLA
• Identifying process improvements
• Knowledge Base in ServiceNow – this is key for Incident Management.