Major Incident Manager

FirstRand Bank Limited; Randburg; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

FirstRand Bank Limited is seeking a Major Incident Manager to own and coordinate the major incident process across the FirstRand Group. You will serve as the central point of contact for all involved parties, ensuring timely responses, escalation, resolution, and post-incident reviews, with monthly executive reporting to stakeholders.

The role requires 3–5 years in a similar role with ITIL Incident Management certification and TSM experience, and involves shift work and standby as part of the

Qualifications

• Strong communication, decision making and interpersonal skills.
• Good stakeholder engagement and management.
• Able to work under pressure.
• Very good technical skills on the application above.

Responsibilities

• Own and co-ordinate the major incident process within the FirstRand Group Ltd.
• Act as single point of contact for all parties during a major incident.
• Ensure incident responses, escalation, resolution and post-incident review are completed effectively.

Skills

Communication

Stakeholder management

Work under pressure

Technical skills

Tools

TSM

Job description

Job Description Hello Future Major Incident Manager Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Overview of the role

The role is responsible for owning and co-ordinating the major incident process within the FirstRand Group Ltd. The Major Incident Manager acts as a single point of contact for all parties involved during a major incident/s. The responsibility lies with the Major Incident Manager to ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner. Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders.

You will be responsible for

• To ensure all Major Incidents are handled in accordance to Group Major Incident procedure.
• The levels of Major Incident classification & prioritization are understood and applied.
• Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
• Major Incident records to be completed accurately within the ITSM tool.
• Enforcement of incident SLA's and assignment group escalation where necessary.
• Technical or first line troubleshooting where applicable.
• Vendor remediation is directed where appropriate.
• Escalation of Incidents to Major incident management should it meet P1/P2 Criteria (See FirstRand IT Major Incident Management Standard).
• Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA's.
• The role does encompass shift work and standby.

What you will need

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

We can be a match if you can

• Strong communication, decision making and interpersonal skills.
• Good stakeholder engagement and management
• Able to work under pressure
• Very good technical skills on the application above

You will have access to

• Opportunities to network and collaborate.
• Challenging Work.
• Opportunities to innovate.

05/10/26

All appointments will be made in line with FirstRand Group's Employment Equity plan.

The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group's purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.