Incident Response Lead | ITIL, German & English Pro

Surgo Pty Ltd; Cape Town; On-site; ZAR 250,000 - 380,000; Full time

Benefits offered by this job

Competitive salary and benefits

Collaborative work environment

Job summary

Surgo Pty Ltd is seeking an Incident Manager in Cape Town to oversee the full incident lifecycle from detection through resolution. The role requires ITIL knowledge and a basic IT/networking background, with strong German and English (C1) proficiency, especially for customer interactions by phone.

You will communicate with stakeholders, maintain high service standards, and manage stress effectively to ensure precise incident handling.

Qualifications

• 1-2 years of experience in incident management or telecom ticketing.
• ITIL Foundation certification is required.
• Basic technical understanding of IT and networking.
• Proficient in German and English at a C1 level.
• Phone communication skills and ability to handle high-stress situations.

Responsibilities

• Oversee and manage the incident lifecycle from detection to resolution.
• Ensure timely and effective communication with stakeholders regarding incident status.
• Utilize ITIL principles to handle incidents according to established procedures.
• Apply basic technical understanding of IT and networking to support incident resolution.
• Demonstrate confident and competent behavior when interacting with customers, particularly via phone.
• Manage stress effectively and maintain a proactive approach to incident management.
• Ensure precision and reliability in all aspects of incident handling.

Skills

ITIL Foundation

German language

English language

Job description

Surgo Pty Ltd is seeking an Incident Manager in Cape Town to oversee the full incident lifecycle from detection through resolution. The role requires ITIL knowledge and a basic IT/networking background, with strong German and English (C1) proficiency, especially for customer interactions by phone.

You will communicate with stakeholders, maintain high service standards, and manage stress effectively to ensure precise incident handling.