Major Incident Manager: Lead Critical Incident Response

Ekco; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Time Off: 25 days annual leave + PH

Birthday Leave: One extra day off

Company Pension Scheme

Employee Assistance Programme (EAP)

Pluralsight access

International progression potential

Job summary

Ekco in Cape Town is seeking a Major Incident Manager to own end-to-end incident handling in a multi-client MSP environment. You will decide on severity, coordinate resources, chair bridge calls, and maintain a clear incident timeline and communications to customers and internal stakeholders.

You will lead PIRs, track root cause and corrective actions, and produce incident reports for governance, aligning with ITIL practices and ITSM tooling such as Halo, ServiceNow, or Autotask.

Qualifications

• Proven experience managing major/critical incidents within an MSP or complex multi-client environment.
• Strong knowledge of ITIL incident, problem, and change management; ITIL Foundation certified as minimum.
• Excellent stakeholder management, clear communication under pressure.
• Calm, decisive, and structured in high-pressure situations.
• Technical literacy across common infrastructure, network, cloud, and applications.
• Experience using ITSM tooling (Halo) for incident reporting.
• Outstanding written incident reports and post-incident reviews capability.
• Experience driving corrective actions to completion.

Responsibilities

• Own the major incident management process end to end from detection to closure.
• Decide on incident severity, escalation paths, and resource allocation.
• Chair major incident bridge calls and maintain a single incident timeline.
• Provide clear, jargon-free updates to customers and stakeholders during incidents.
• Lead post-incident reviews and track root causes and actions.
• Produce incident reports for governance forums and improve processes.

Skills

Major Incident Management

ITIL Foundation

Stakeholder Management

Clear Communication

Cross-Functional Collaboration

Tools

Halo ITSM

ServiceNow

Autotask

Job description

Ekco in Cape Town is seeking a Major Incident Manager to own end-to-end incident handling in a multi-client MSP environment. You will decide on severity, coordinate resources, chair bridge calls, and maintain a clear incident timeline and communications to customers and internal stakeholders.

You will lead PIRs, track root cause and corrective actions, and produce incident reports for governance, aligning with ITIL practices and ITSM tooling such as Halo, ServiceNow, or Autotask.