Major Incident & Problem Manager

Advania Group; Cape Town; Hybrid; ZAR 391,000 - 446,000; Full time

Job summary

Advania seeks an experienced Major Incident & Problem Manager to lead restoration of critical IT services in a hybrid Cape Town environment. You will coordinate major incidents, drive rapid restoration, and manage problem records while engaging with clients and suppliers to improve service stability.

The role focuses on root cause investigations, post-incident reviews, and ongoing service improvement within a complex managed services setting. Hybrid work policy applies.

Qualifications

• Extensive experience leading major incident management and problem management.
• Experience in MSP/service integrator/complex enterprise IT environments.
• Proven ability to manage high-priority service disruptions and drive restoration.
• Experience leading root cause investigations and reviewing RCA outputs.
• Strong understanding of enterprise IT: infrastructure, cloud, networking, apps, end-user computing.
• Ability to identify trends and opportunities for service improvement.
• Excellent written and verbal communication with stakeholders and customers.
• ITIL certification or equivalent experience preferred.

Responsibilities

• Lead and coordinate the response to major IT incidents.
• Drive rapid service restoration and minimise business disruption.
• Chair incident bridge calls and coordinate technical teams.
• Provide clear, timely updates to customers and stakeholders.
• Manage escalations and support senior stakeholder communication.
• Oversee problem management for major and recurring issues.
• Lead root cause investigations and post-incident reviews.
• Track corrective actions through to completion.
• Identify trends and recommend service improvements.
• Maintain known errors, workarounds and lessons learned documentation.

Skills

Major Incident Mgmt

Problem Mgmt

ITIL

Job description

Major Incident & Problem Manager

Position Overview

We are looking for an experienced Major Incident & Problem Manager to lead the restoration of critical IT services and drive long-term service stability across a complex managed services environment.

This role is responsible for coordinating major incidents, leading root cause investigations, managing problem records, and ensuring corrective actions are delivered through to resolution. Working closely with technical teams, stakeholders, clients and third-party suppliers, you will play a key role in minimising business disruption, improving service performance, and embedding continual service improvement across the organisation.

Salary & Benefits

The budgeted salary for this role is between 35,000 - 40,000 ZAR monthly, depending on experience.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Lead and coordinate the response to major IT incidents
• Drive rapid service restoration and minimise business disruption
• Chair incident bridge calls and coordinate technical teams
• Provide clear, timely updates to customers and stakeholders
• Manage escalations and support senior stakeholder communication
• Oversee problem management for major and recurring issues
• Lead root cause investigations and post-incident reviews
• Track corrective actions through to completion
• Identify trends and recommend service improvements
• Maintain known errors, workarounds and lessons learned documentation

Qualifications & Experience

The right candidate for this role will have:

• Strong experience in Major Incident Management and Problem Management
• Previous experience in an MSP, service integrator, or complex enterprise IT environment
• Proven ability to manage high-priority service disruptions and drive service restoration
• Experience leading root cause investigations and reviewing RCA outputs
• Good understanding of enterprise IT environments, including infrastructure, cloud, networking, applications and end-user computing
• Ability to identify trends, recurring issues and improvement opportunities
• Confident working with technical teams, stakeholders, customers and third-party suppliers
• Excellent written and verbal communication skills
• Strong attention to detail, professionalism and a proactive approach
• ITIL certification or equivalent experience preferred

About Us

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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