Major Incident Manager

Ekco; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Time Off: 25 days annual leave + PH

Birthday Leave: One extra day off

Company Pension Scheme

Employee Assistance Programme (EAP)

Pluralsight access

International progression potential

Job summary

Ekco in Cape Town is seeking a Major Incident Manager to own end-to-end incident handling in a multi-client MSP environment. You will decide on severity, coordinate resources, chair bridge calls, and maintain a clear incident timeline and communications to customers and internal stakeholders.

You will lead PIRs, track root cause and corrective actions, and produce incident reports for governance, aligning with ITIL practices and ITSM tooling such as Halo, ServiceNow, or Autotask.

Qualifications

• Proven experience managing major/critical incidents within an MSP or complex multi-client environment.
• Strong knowledge of ITIL incident, problem, and change management; ITIL Foundation certified as minimum.
• Excellent stakeholder management, clear communication under pressure.
• Calm, decisive, and structured in high-pressure situations.
• Technical literacy across common infrastructure, network, cloud, and applications.
• Experience using ITSM tooling (Halo) for incident reporting.
• Outstanding written incident reports and post-incident reviews capability.
• Experience driving corrective actions to completion.

Responsibilities

• Own the major incident management process end to end from detection to closure.
• Decide on incident severity, escalation paths, and resource allocation.
• Chair major incident bridge calls and maintain a single incident timeline.
• Provide clear, jargon-free updates to customers and stakeholders during incidents.
• Lead post-incident reviews and track root causes and actions.
• Produce incident reports for governance forums and improve processes.

Skills

Major Incident Management

ITIL Foundation

Stakeholder Management

Clear Communication

Cross-Functional Collaboration

Tools

Halo ITSM

ServiceNow

Autotask

Job description

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, How We Work Matters As Much As What We Deliver. Our People Live By Four Core Values That Shape Everything We Do

• On It: We take ownership, follow through, and get things done.
• All In : We collaborate, support each other, and commit fully to shared goals.
• Connected: We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

If these values resonate with you, you’ll feel right at home here.

The Role

Major Incident Management

• Own the major incident management process end to end detection, declaration, coordination, resolution, and closure.
• Make timely, informed decisions on incident severity, escalation paths, and resourcing, including invoking disaster recovery or business continuity plans where required.
• Maintain a single, accurate incident timeline and decision log for every major incident.
• Chair major incident bridge calls, ensuring the right technical resources are engaged, distractions are minimised, and progress is driven with urgency.

Day-to-day At Ekco

Stakeholder & Customer Communication

• Provide clear, jargon-free, confidence-inspiring updates to customers and internal stakeholders at agreed intervals throughout an incident.
• Manage communications with senior/executive stakeholders (both customer side and internal) during high-severity or reputationally sensitive incidents.
• Coordinate with Account/Service Delivery Managers to ensure customer specific contractual obligations (SLAs, notification windows, reporting requirements) are met.
• Own the drafting and distribution of incident communications, bridge invites, and status updates.

Post-Incident & Continual Improvement

• Lead post-incident reviews (PIRs) for all major incidents, ensuring root cause, contributing factors, and timeline are accurately captured.
• Track root cause analysis and corrective/preventive actions through to completion, holding action owners to account.
• Produce major incident reports for customers and internal governance forums, identifying trends and systemic risks.
• Feed lessons learned into problem management, service improvement plans, and process/documentation updates.

Process, Governance & Reporting

• Own and continually improve the major incident management process and supporting documentation, aligned to ITIL best practice.
• Maintain and test major incident and communication plans, including periodic simulation/rehearsal exercises.
• Produce regular MI performance reporting (volumes, MTTR, SLA impact, recurring themes) for leadership and customer governance meetings.
• Ensure accurate incident records are maintained in the ITSM toolset (e.g. ServiceNow, Halo, Autotask) for audit, billing, and reporting purposes.
• Support internal and external audits (e.g. ISO 20000, ISO 27001, Cyber Essentials) with evidence of incident management practice.

Leadership & Collaboration

• Act as a point of escalation and mentor for the wider service desk and technical teams during incidents, promoting a culture of ownership and urgency.
• Build strong working relationships across Service Desk, Technical Operations, Security, Problem Management, and Account Management functions.
• Represent Major Incident Management in customer-facing governance meetings (Service Reviews, CAB) as required.
• Participate in, and potentially manage, an out-of-hours on-call rota for major incident coverage outside business hours.

Essential Skills & Experience

• Proven experience managing major/critical incidents within an MSP, IT service provider, or complex multi-client technical environment.
• Strong working knowledge of ITIL incident, problem, and change management practices (ITIL Foundation certified as a minimum).
• Excellent stakeholder management skills, with demonstrable experience communicating confidently and clearly to senior/executive audiences under pressure.
• Ability to remain calm, decisive, and structured in high-pressure, ambiguous, and time-critical situations.
• Strong technical literacy across common infrastructure, network, cloud, and application technologies, sufficient to challenge technical teams and understand impact/root cause.
• Experience using ITSM tooling (Halo) for incident and reporting purposes.
• Excellent written communication skills, with the ability to produce clear customer-facing incident reports under time pressure.
• Experience running or contributing to post-incident reviews and driving corrective actions to completion.

Desirable

• ITIL Practitioner/Intermediate qualification (e.g. ITIL 4 Managing Professional).

Benefits / Perks

• Time Off: 25 days annual leave + public holidays
• Birthday Leave: One extra day off to celebrate
• Company Pension Scheme
• Employee Assistance Programme (EAP) for wellbeing support
• EkcOlympics: Global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Real opportunities to grow, including international progression

Why Ekco

• Company of the year 2026 Tech Excellence Awards
• Microsoft’s 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• A culture rooted in diversity, equality, inclusion & belonging
• A commitment to internal mobility and career progression
• Flexible, family-friendly working at the heart of our culture
• Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.