Incident & Problem Leadership Champion

PurpleBlue Technologies; Pretoria; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

PurpleBlue Technologies in Pretoria seeks a Senior Major Incident & Problem Manager to lead incident response, drive problem management, and coordinate cross-functional teams to restore services quickly. You will chair war-room sessions, provide regular updates, and ensure RCA actions are implemented on time.

The role requires ITIL-aligned experience, strong leadership, and proven ability to manage critical incidents and vendor coordination in a high-availability environment.

Qualifications

• ITIL-aligned environments
• High-availability ICT operational environments
• Experience coordinating cross-functional technical teams and war-room scenarios
• ITIL certification preferred

Responsibilities

• Lead, coordinate and manage all Major Incidents and Problem Management activities
• Chair all Major Incident war-room/SWAT calls
• Provide stakeholder updates every 2 hours until resolution
• Ensure 90–100% SLA compliance in escalation and coordination
• Conduct proactive problem management by analysing incident trends
• Ensure RCA reports completed within SLA timeframes
• Implement RCA recommendations within timelines
• Update knowledge base with known errors and lessons learned
• Update CMDB entries for Major Incident/Problem closure
• Coordinate third-party supplier activities related to Major Incidents and Problems

Skills

ITIL v4

CMDB usage

ServiceNow/Remedy

Executive-level reporting

Crisis communication

SWAT leadership

Escalation authority

Decision making

Trend analysis

RCA methodologies

SLA governance

Education

ITIL certification preferred

Tools

ServiceNow

Remedy

CMDB

Job description

PurpleBlue Technologies in Pretoria seeks a Senior Major Incident & Problem Manager to lead incident response, drive problem management, and coordinate cross-functional teams to restore services quickly. You will chair war-room sessions, provide regular updates, and ensure RCA actions are implemented on time.

The role requires ITIL-aligned experience, strong leadership, and proven ability to manage critical incidents and vendor coordination in a high-availability environment.