ITIL Incident & Problem Manager — Flexible Hours

Computacenter; Durbanville; Hybrid; ZAR 700,000 - 1,000,000; Full time

Job summary

Computacenter is seeking an ITIL Process Manager to be the central interface between customers and operations. You will manage escalations, perform root cause analysis, and implement preventive measures to stabilize services.

You will lead Major Incident and Problem management calls, document transparently, and coordinate experts to deliver quick, effective solutions. Fluent English is essential; German will be advantageous. Flexible hours and mobile working options are offered.

Qualifications

• Clear, calm, goal-oriented communication with stakeholders at all levels.
• Strong analytical mindset is advantageous but not mandatory.
• Fluent English, both written and spoken; German is a plus.

Responsibilities

• End-to-end ownership from escalation and recovery to root cause analysis and prevention.
• Lead Major Incident and Problem management calls with transparent documentation.
• Coordinate with the right experts to drive quick, effective solutions.
• Identify weaknesses early and manage ITIL processes in line with SLAs and KPIs.
• Stay calm and focused during critical outages; contribute Remedy, ServiceNow and Power BI experience.

Skills

Communication

Stakeholder management

Analytical skills

Calm under pressure

Team player

Independent working

Education

Matric

Tools

Remedy

ServiceNow

Power BI

Job description

Computacenter is seeking an ITIL Process Manager to be the central interface between customers and operations. You will manage escalations, perform root cause analysis, and implement preventive measures to stabilize services.

You will lead Major Incident and Problem management calls, document transparently, and coordinate experts to deliver quick, effective solutions. Fluent English is essential; German will be advantageous. Flexible hours and mobile working options are offered.