Major Incident Manager

FirstRand Limited; Randburg; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

FirstRand Limited is seeking a Major Incident Manager in Randburg to own and coordinate the major incident process across the group. You will serve as the primary contact for incident stakeholders and ensure timely escalation, resolution, and post-incident reviews are delivered to a high standard.

The role requires 3-5 years in a similar position, ITIL certification, and strong communication and technical skills to manage high-pressure incidents and drive executive reporting.

Qualifications

• 3-5 years experience in a similar role.
• ITIL Incident Management Certification required.
• Strong communication and stakeholder management skills.

Responsibilities

• Own and co-ordinate the major incident process within the FirstRand Group.
• Act as a single point of contact for all parties during a major incident.
• Ensure incident responses, escalation, resolution and post-incident reviews are effective.
• Provide post-incident reporting and monthly executive updates to stakeholders.

Skills

Strong communication

Decision making

Interpersonal skills

Stakeholder engagement

Work under pressure

Technical skills

TSM experience

Education

ITIL Incident Management Certification

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!**