Production Incident Support Manager

FNZ Group; Johannesburg; On-site; ZAR 500,000 - 750,000; Full time

Job summary

A leading technology service provider is seeking an Incident Manager to oversee IT service interruptions and ensure quick restoration of services. The role involves managing internal and external stakeholders, performing incident management, and supporting IT audits. Ideal candidates will have at least 3 years of experience, a relevant university degree, and strong problem-solving abilities in a high-pressure environment.

Qualifications

• Minimum 3 years relevant experience.
• Ability to learn quickly in a dynamic fast-paced industry.
• Passionate about creating innovative solutions.

Responsibilities

• Overseeing the incident management process.
• Engaging stakeholders for clear communication.
• Managing post incident reviews and tracking actions.

Skills

Problem-solving

Analytical Thinking

Communication

Team Collaboration

Time Management

Education

University degree or equivalent

Job description

The Incident manager works within the Production Support team to oversee the lifecycle of unplanned interruptions and reductions of IT planned services in order to help the restoration of service in the quickest time. They will work to manage both internal and external stakeholders and manage post incident reporting and reviews.

The incident manager will also be responsible for the production and delivery of MI relevant to the role and be an active participant in IT audits.

Organisational Design

Production Support sits within the CIO function of FNZ.

This position is part of the regional Production Support department and reports to Head of Production Support.

The role is located in all locations

Team Responsibilities

Team management – Provide support to the Head of SA Production Support in all areas of the agreed services

Team management – Support the regional CIO to ensure service is met for all platforms

Team management – Work with other functions and teams in Production Support to prioritise and resolve key and critical issues

Application Support – ensure that the application is maintained and working efficiently and against agreed service levels

Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

Stakeholder management – support client and internal management through provision of MI, direct input into meetings and other feedback as required.

Specific Role Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident and initiating the incident and problem management process.
• Engaging with relevant internal and external stakeholders to ensure clear communications and all parties are engaged at the right level
• Ensure post incident reviews occur and actions are tracked and closed timely with appropriate escalation as needed
• Engage with delivery to ensure a smooth integration of change.
• Producing and maintaining documents that outline incident management protocols
• Working with other incident managers to ensure a seamless transition of incidents where required between jurisdictions and time zones.
• Production of MI to help manage service and identify risks and improvements
• Engage with FNZ clients to allow for timely and accurate completion of IT audits

Performance Assessment

KPI reporting – issue management performance against KPIs

Availability – uptime during core and non-core hours

Performance – performance metrics during core and non-core hours

Reliability – test results and performance during real failure events

Experience required

• Minimum 3 years relevant experience
• University degree or equivalent.
• Ability to learn quickly in a dynamic fast-paced industry.
• Enjoy working as part of a high-performance team.
• Passionate about creating innovative solutions for customers.
• Highly logical.
• Highly self-motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.
• Superior analytical thinking and keen attention to detail.
• Proven problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent organisational, administration and time management skills.
• Good team communication skills, confident in dealing with internal and external clients.
• Highly developed written and oral communication skills.
• Interest / familiarity with financial markets and products.

Create a job alert for this search

Production Manager • Johannesburg, South Africa

We Care About Your Privacy

We and our 1 partners store and access personal data, like browsing data or unique identifiers, on your device. Selecting I Accept enables tracking technologies to support the purposes shown under we and our partners process data to provide. Selecting Reject All or withdrawing your consent will disable them. If trackers are disabled, some content and ads you see may not be as relevant to you. You can resurface this menu to change your choices or withdraw consent at any time by clicking the Show Purposes link on the bottom of the webpage [or the floating icon on the bottom-left of the webpage, if applicable]. Your choices will have effect within our Website. For more details, refer to our Privacy Policy.

We and our partners process data to provide:

Use precise geolocation data. Actively scan device characteristics for identification. Store and/or access information on a device. Personalised advertising and content, advertising and content measurement, audience research and services development.