Major Incident & Escalations Manager

NSC Global; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading IT service provider based in South Africa is looking for a Major Incident & Escalations Manager. This mid-senior level role involves coordinating with various teams to manage major incidents, ensuring clear communication and follow-ups post incidents. Candidates must have 5-8 years in an ITSM/Service Delivery role and a Bachelor Degree or equivalent. The position requires a problem-solving attitude and willingness to work in a 24x7 shift rotation, offering a competitive salary and growth opportunities.

Qualifications

• 5-8 years experience in ITSM/Service Delivery role.
• Strong knowledge of ITIL v3 Foundation.
• Advanced working knowledge of Customer Service.

Responsibilities

• Coordinate with Service Desk to identify Escalations & Major Incidents.
• Diagnose and log Major Incidents for accurate communication.
• Chair Post Incident Review meetings and ensure follow-up actions.

Skills

Autonomy

Influence

Coordination

Complexity Analysis

Business Skills

Service Management Experience

Clear Communication

Team Player

Education

Bachelor Degree or equivalent IT diploma

Tools

IT Service Management systems

Job description

Major Incident & Escalations Manager – NSC Global

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Key Competencies

• Autonomy – Perform day‑to‑day activities under routine supervision with major discretion in managing problem investigations or recurring events/incident(s) by providing solutions in coordination with relevant technical resolver groups
• Influence – Ensure regular interaction with management and may influence immediate colleagues and liaise with other teams as and when required
• Co‑ordination – Work with off‑shore and on‑shore teams across service desk management, technical resolver groups, problem management, and service managers to deliver seamless service
• Complexity – Analyze trends and ensure consistent reporting as per client requirement from an end‑to‑end Major Incident Management perspective
• Business skills – Demonstrate ability to use appropriate methods, tools, and applications in a rational and organized way
• Problem Escalation – Escalate to elevated expertise, integrating with Problem, Change and Configuration Management where applicable
• Planning & Teamwork – Plan, work in a team, schedule and monitor own work within specified deadlines
• Technical Application – Absorb and apply technical information presented systematically
• Service Management Experience – Practical experience of service management systems
• Documentation – Propose solutions to service‑impacting problems and document all activities within the corporate tool set
• High Service Delivery Standard – Maintain a high standard of service delivery and associated documentation

Responsibilities

• Escalation Management – Coordinate with Service Desk, Incident Co‑coordinators and Service Delivery Managers to identify Escalations & Major Incidents
• Major Incident Management – Diagnose, escalates to appropriate and consistent quality standards; coordinate Service Desk, IT support staff and customers to ensure accurate communication during escalations/major incidents
• Problem Management – Diagnose, log and escalates to appropriate and consistent quality standards; coordinate Service Desk, IT staff and customers during problems
• Post Incident Reviews – Chair Post Incident Review meetings following Major Incidents; issue written reports to management and ensure identified actions are completed in a timely manner
• Trend Analysis – Produce trend analysis of recurring problems/ incidents, extract key trends, hold regular meetings with IT support groups to review and press for final resolutions, produce escalation reports on unresolved issues
• Internal Customer Interface – Deliver high‑standard communication to customers and service area to ensure escalated incidents & problems are dealt with by priority and customer needs; attend customer meetings, review SLA performance, and represent the service viewpoint

Qualifications

• Education – SC – IT, BCS, BCA, Bachelor Degree, or 3‑year IT diploma (or equivalent)
• Experience – 5‑8 years in an ITSM / Service Delivery role; at least 4 years in Technology Industry and Service Desk / Help Desk environments
• Knowledge – Advanced working knowledge of Customer Service; ITIL v3 Foundation; desirable understanding of infrastructure services (Network, Server, Storage), basic IT hardware & networking concepts, experience of ITIL Service Support and Delivery processes
• Professional skills – IT Service Desk Management, ITSM, Network+, CCNA or above (advantage)

Additional Competencies

• Communication – Clear, presentable and excellent oral & written communication at all levels
• Working Together – Team player; plan, present, schedule & monitor work in line with team and project requirements
• Commitment – Well‑organised, disciplined and practical approach
• Persuasiveness – Resolve complex issues under routine supervision, advise and formulate strategies
• Analytical Ability – Grasp new concepts, evaluate results; good problem‑solving skills
• Creativity – Develop new ideas and solutions, absorb technical information and apply it effectively

Job Motivation

High level of interest and enthusiasm for job responsibilities and a can‑do attitude.

Additional Requirements

NB: Candidates MUST be willing to work in a 24x7 shift rotation.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industry

IT Services and IT Consulting