Incident Manager

Group Digital And Technology; Gauteng; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A major financial services group in South Africa is seeking an Incident Manager to lead recovery of high priority incidents and ensure operational stability. The ideal candidate will have a Bachelor's degree in IT or Computer Science, along with 3–5 years of relevant experience and ITIL certification. You will collaborate with IT teams, provide updates to stakeholders, and drive continuous improvement in incident handling. This position offers opportunities to work in a dynamic environment with focus on customer satisfaction.

Qualifications

• 3–5 years of experience in incident management or technical escalation roles.
• Proficiency with ITSM tools.
• Strong communication skills for diverse audiences.

Responsibilities

• Lead recovery of high priority incidents.
• Collaborate with IT teams to resolve issues.
• Provide updates to stakeholders.
• Generate incident metrics and reports.
• Improve customer satisfaction scores.

Skills

Incident management

ITIL certification

Cloud experience

Atlassian Jira

Crisis management

Project management

Education

Bachelor's degree in IT or Computer Science

Job description

Momentum Group is a South African-based financial services group. Our retail and specialist brands drive to build and protect our client's financial dreams. We help people grow their savings, protect what matters to them and invest for the future. Momentum Group is one of South Africa's largest life insurers and integrated financial services companies, operating through brands like Momentum, Metropolitan, Guardrisk, and Eris Properties. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities, and businesses.

Role Purpose

• Lead recovery of high priority incidents.
• Run post‑incident reviews and track action items to closure.
• Chair CAB meetings.
• Support resolution of lower priority incidents and ticket management.
• Serve as the first point of escalation for business and IT teams for ITSM related topics.
• Maintain operational stability, minimize business impact, and drive continuous improvement in incident handling.

Requirements

• Bachelor's degree in IT, Computer Science, or related field.
• 3–5 years of experience in similar roles (e.g., Incident Manager, Technical Escalation Engineer).
• ITIL or similar IT service management certifications.
• Proficiency in incident management and ITSM tools.
• Cloud experience advantageous.
• Experience with Atlassian Jira or similar ITSM tools.

Duties & Responsibilities

• Lead and drive major incidents toward mitigation and resolution.
• Collaborate with IT teams and stakeholders to troubleshoot and resolve incidents.
• Provide timely and meaningful updates to stakeholders.
• Lead post‑incident review and problem management meetings with key stakeholders.
• Maintain detailed records of incidents and resolutions.
• Chair CAB meetings and ensure all approved changes are thoroughly vetted.
• Continuously look for automation and improvement opportunities for IT Service Management.
• Satisfy auditing requirements.
• Generate incident metrics and trend reports.
• Act as first point of escalation for business and IT teams for IT Service Management.
• Boost first‑time fix rate, reduce incident volume and recurrence, and improve customer satisfaction scores.
• Evaluate post‑incident review effectiveness.

Competencies & Capabilities

• Logical and systematic problem analysis.
• Strong communication skills (technical to engineers, executive level).
• Project management abilities.
• Team leadership.
• Attention to detail.
• Crisis management (maintain calm, lead under pressure).
• Empathy and customer focus.
• Adaptability under pressure.
• Conflict resolution.
• Time management.
• Collaboration across teams.