Major Incident Lead — IT Crisis & Communications

Wesbank; Randburg; On-site; ZAR 548,000 - 656,000; Full time

Benefits offered by this job

Opportunities to network

Challenging work

Opportunities to innovate

Job summary

WesBank is seeking a Major Incident Manager in Randburg to own and coordinate the major incident process across the FirstRand Group. You will serve as the single point of contact for all parties during major incidents and drive end-to-end responses, communications, escalations, resolutions, and post-incident reviews.

The role requires 3-5 years in a similar capacity with ITIL certification and TSM experience, offering shift and standby duties within a dynamic IT operations environment.

Qualifications

• 3-5 years of experience in a similar role.
• ITIL Incident Management Certification.
• TSM experience.

Responsibilities

• Own and coordinate the major incident process within the FirstRand Group Ltd.
• Act as single point of contact for all parties involved during a major incident.
• Ensure incident responses, communication, escalation, resolution, and post-incident review are concluded effectively.
• Produce post-incident reporting and monthly executive reporting to FirstRand Group stakeholders.
• Handle Major Incidents in accordance with Group Major Incident procedure and SLA.
• Assign incidents to correct support groups to ensure resolution within SLA.
• Maintain Major Incident records in the ITSM tool and escalate as needed.
• Escalate to Major Incident management if P1/P2 criteria are met.
• Communicate Major Incidents to stakeholders per documented SLA.

Skills

ITIL Incident Management

Stakeholder engagement

Communication

Decision making

Job description

WesBank is seeking a Major Incident Manager in Randburg to own and coordinate the major incident process across the FirstRand Group. You will serve as the single point of contact for all parties during major incidents and drive end-to-end responses, communications, escalations, resolutions, and post-incident reviews.

The role requires 3-5 years in a similar capacity with ITIL certification and TSM experience, offering shift and standby duties within a dynamic IT operations environment.