Major Incident Specialist I

CSG Systems; Cape Town, Centurion; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Professional Development

Remote Flexibility

Inclusive Culture

Job summary

CSG Systems is seeking a Major Incident Specialist I to monitor enterprise applications, assess real-time incidents, and drive rapid triage. You’ll coordinate stakeholder communications and collaborate with Problem Management to identify root causes.

The role supports 24/7/365 coverage with rotating shifts in a hybrid environment, including weekends and public holidays. Prior IT service experience and strong English communication are required.

Qualifications

• Must have excellent verbal and written English communication under pressure.
• Strong analytical and problem-solving skills are essential.
• Prior customer service, call center, or service desk experience is a plus.

Responsibilities

• System and event monitoring of enterprise applications and infrastructure.
• Serve as initial major incident contact, triage, and rapid stakeholder engagement.
• Coordinate cross-functional bridge calls and real-time incident status updates.

Skills

English communication

Analytical skills

Problem-solving

Remote work discipline

Education

IT degree

Business Information Systems

BCom

Linguistics/Communications

Job description

**About the Role** Hi, I'm Zandile Vanqa, your Recruiter and guide to joining CSG. At CSG, you're more than your CV. We value your unique background and believe your perspective will help us elevate the work we do together. By channelling the power of all, we transform ordinary experiences into extraordinary ones- for both our customers and our employees. Channel the power of YOU and begin the journey to becoming a CSGerAs a **Major Incident Specialist I**, you will play a vital role in CSG’s IT Service Continuity and Incident Management function. You will actively monitor enterprise applications, perform real-time incident assessments, and drive initial triage when business-critical issues arise. Working alongside seasoned technical professionals, you will coordinate rapid recovery efforts, maintain stakeholder communications, and partner with Problem Management to identify root causes and prevent recurring issues. **What You’ll Do*** **System & Event Monitoring:** Actively monitor CSG applications, infrastructure, and performance events using enterprise observability and alerting toolsets to detect potential disruptions early.* **Major Incident Response:** Serve as the initial point of contact and facilitator for critical system alerts, initiating triage, severity assessments, and rapid stakeholder engagement.* **Communication & Coordination:** Facilitate cross-functional bridge calls, maintain real-time whiteboard/incident status updates, and draft business-impact communications during high-priority incidents.* **Data Analysis & Continuous Improvement:** Pull and analyze incident metrics to collaborate with Problem Management, helping identify root causes and long-term remediation actions.* **Shift Operations:** Support 24/7/365 coverage through rotational shift work, including weekends, public holidays, and coverage shifts as needed. **What You Bring*** **Citizenship:** South African Citizen.* Degree in Information Technology, Business Information Systems, BCom, Linguistics/Communications, or a related field.* 1-3 years' experience in related field* Exceptional verbal and written English communication skills, with the ability to convey complex technical information clearly under pressure.* Prior customer service, call center, or service desk experience is an advantage.* Strong analytical and problem-solving skills, high attention to detail, self-discipline in a remote environment, and a calm demeanor during high-pressure situations.* Must be available to work in a hybrid environment including shift work. **Who Will Excel in This Role*** **The Clear Communicator:** You effortlessly connect cross-functional technical teams and global stakeholders while maintaining composure in fast-paced environments.* **The Problem Solver:** You are naturally curious, proactive about finding why things break, and focused on practical solutions.* **The Adaptable Teammate:** You thrive in dynamic 24/7 environments, embracing shift flexibility, remote autonomy, and continuous learning. **What We Offer*** **Professional Development:** Structured training, continuous skill development, and clear career progression pathways within IT Service Management.* **Remote Flexibility:** Work-from-home setup supported by collaborative, modern digital workplace tools.* **Inclusive Culture:** Active participation in Employee Belonging Groups and global diversity initiatives. **Location(s):**ZA.National.RemoteSouth Africa Remote, ZA.Cape Town.Office, ZA.Centurion.Office