Major Incident Manager

RMB Nigeria Limited; Randburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

FNB is seeking a Major Incident Manager to own the incident lifecycle, coordinating actions across teams and ensuring timely resolution. You will serve as the primary contact for stakeholders, manage communications, and drive post-incident reviews in line with ITIL standards.

The role requires 3–5 years in a similar capacity, ITIL certification, and experience with incident management tools. Shift work and standby are part of the role, with opportunities to influence IT resilience across the

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 single point of contact for all parties during major incidents.
• Ensure incident responses, escalation, resolution and post-incident reviews are completed efficiently.
• Enforce incident SLAs and assign to correct support groups.
• Provide monthly executive reporting to stakeholders.

Skills

ITIL Incident Management

Stakeholder engagement

Communication

Decision making

Interpersonal skills

Tools

ITSM tool

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!**