Major Incident Manager

RMB; Randburg; On-site; ZAR 680,000 - 840,000; Full time

Job summary

FNB, Randburg, is seeking a Major Incident Manager to own and coordinate the major incident process within the FirstRand Group. You will act as the single point of contact for all parties during major incidents and drive resolution, communications, escalation, and post-incident reviews.

The role includes shift work and standby to ensure SLA adherence. The ideal candidate has 3–5 years in a similar role, ITIL Incident Management Certification, and hands-on experience with ITSM tools.

Qualifications

• 3–5 years of incident management experience.
• ITIL Incident Management Certification.
• Experience with major incident processes and ITSM tools.

Responsibilities

• Own and coordinate major incident processes in the organization.
• Classify and prioritize major incidents and assign to the correct support groups.
• Enforce incident SLAs and escalate when needed to Major Incident Management.
• Communicate incidents to FirstRand Group stakeholders per SLAs.
• Provide post-incident reporting and contribute to executive reviews.

Skills

Strong communication

Decision making

Interpersonal skills

Stakeholder engagement

Ability to work under pressure

Education

ITIL Incident Management Certification

Tools

ITSM tool

TSM

Job description

## Major Incident ManagerApply: Randburg: Full time: Posted Today: End Date: October 5, 2026 (6 days left to apply): R53943# **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. **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* The role does encompass shift work and standby **You will have access to:*** Opportunities to network and collaborate.* Challenging Work.* Opportunities to innovate.#Post#FNB#LI-NN2**Are you interested to take the step? We look forward to engaging with you further. Apply now!**