Major Incident Specialist I

CSG; Centurion; Hybrid; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Professional Development

Remote flexibility

Inclusive culture

Job summary

CSG is seeking a Major Incident Specialist I to monitor enterprise applications, assess real-time incidents, and drive initial triage. You will coordinate rapid recovery efforts, communicate with stakeholders, and partner with Problem Management to identify root causes and prevent recurrences.

The role requires shift work in a hybrid environment and strong English communication, with opportunities to contribute to 24/7 operations and continuous improvement initiatives.

Qualifications

• Degree in IT, BIS, BCom, Linguistics/Communications or related field.
• 1–3 years in a related field.
• Exceptional verbal and written English communication under pressure.
• Prior customer service or service desk experience is an advantage.
• Willingness to work in a hybrid environment with shift work.

Responsibilities

• Monitor enterprise applications, perform real-time incident assessments and drive initial triage.
• Coordinate rapid recovery efforts and maintain stakeholder communications during incidents.
• Facilitate cross-functional bridge calls and draft business-impact communications.
• Analyze incident metrics and coordinate with Problem Management for root cause actions.
• Support 24/7/365 shift coverage as needed.

Skills

Verbal and written English

Analytical thinking

Remote work discipline

Shift work availability

Customer service experience

Education

Bachelors in Information Technology

BCom

Linguistics/Communications degree

Tools

Observability tools

Incident management tools

Job description

About the Role

As 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

Accommodation

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at [phone] or email us at [e-mail]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That’s just who we are. Learn more about CSG Inclusion & Impact here.