Major Incident Manager

FirstRand Bank India; Randburg; On-site; ZAR 900,000 - 1,400,000; Full time

Benefits offered by this job

Opportunities to network and Collabora

Challenging Work

Opportunities to innovate

Job summary

FirstRand Bank India is seeking a Major Incident Manager to own and coordinate the major incident process across the FirstRand Group. The role requires acting as the primary contact during incidents, ensuring timely responses and effective post-incident reviews.

Applicants should have 3-5 years in a similar role, plus ITIL Certification and TSM experience. The position involves shift work and on-site responsibilities at the Randburg campus.

Qualifications

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

Responsibilities

• Own and coordinate the Major Incident process within the FirstRand Group.
• Act as a single point of contact for all parties involved during a Major Incident.
• Ensure incident responses, communication, escalation, resolution and post-incident review are completed effectively.
• Provide post-incident reporting and monthly executive reporting to stakeholders.

Skills

Strong communication

Decision making

Interpersonal skills

Stakeholder engagement

Work under pressure

Education

ITIL Incident Management Certification

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.

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

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

30/10/26

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.