Senior Major Incident & Escalations Lead

NSC Global; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading IT service provider based in South Africa is looking for a Major Incident & Escalations Manager. This mid-senior level role involves coordinating with various teams to manage major incidents, ensuring clear communication and follow-ups post incidents. Candidates must have 5-8 years in an ITSM/Service Delivery role and a Bachelor Degree or equivalent. The position requires a problem-solving attitude and willingness to work in a 24x7 shift rotation, offering a competitive salary and growth opportunities.

Qualifications

• 5-8 years experience in ITSM/Service Delivery role.
• Strong knowledge of ITIL v3 Foundation.
• Advanced working knowledge of Customer Service.

Responsibilities

• Coordinate with Service Desk to identify Escalations & Major Incidents.
• Diagnose and log Major Incidents for accurate communication.
• Chair Post Incident Review meetings and ensure follow-up actions.

Skills

Autonomy

Influence

Coordination

Complexity Analysis

Business Skills

Service Management Experience

Clear Communication

Team Player

Education

Bachelor Degree or equivalent IT diploma

Tools

IT Service Management systems

Job description

A leading IT service provider based in South Africa is looking for a Major Incident & Escalations Manager. This mid-senior level role involves coordinating with various teams to manage major incidents, ensuring clear communication and follow-ups post incidents. Candidates must have 5-8 years in an ITSM/Service Delivery role and a Bachelor Degree or equivalent. The position requires a problem-solving attitude and willingness to work in a 24x7 shift rotation, offering a competitive salary and growth opportunities.