Senior Major Incident & Problem Management Lead

Vodafone Group Plc; Bellville; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Retirement funds

Medical aid benefits

Cell phone and data benefits

Staff discounts

Job summary

Vodacom is seeking a Specialist Escalation Management to lead major incident coordination and proactive monitoring across customer, system, digital and network incidents. You will coordinate boilers and war rooms, drive root-cause analysis, and implement preventative actions with cross-functional teams.

Ideal candidates have Matric, a related diploma/degree, and 3 years in Nerve Centre or Fault Management, with strong stakeholder engagement and problem-management skills.

Qualifications

• Matric is essential.
• A relevant diploma or degree in Business Management, Information Systems, or Business Analysis.
• 3 years experience in Nerve Centre or Fault Management.
• Customer Care/Contact Centres experience is essential.
• 2nd line Support experience is essential.

Responsibilities

• Lead end-to-end coordination of major incidents to restore services.
• Analyse operational data to identify trends and risks.
• Coordinate cross-functional stakeholders and governance.
• Provide advanced operational guidance and coaching.

Skills

Major incident coordination

Advanced problem solving

Critical thinking

Analytical thinking

Operational risk management

Stakeholder engagement

Root cause analysis

Conflict management

Education

Diploma/degree in Business Management

Information Systems

Business Analysis

Tools

ICAP

EPPIX

Morpheus

Genesys Cloud

Job description

Vodacom is seeking a Specialist Escalation Management to lead major incident coordination and proactive monitoring across customer, system, digital and network incidents. You will coordinate boilers and war rooms, drive root-cause analysis, and implement preventative actions with cross-functional teams.

Ideal candidates have Matric, a related diploma/degree, and 3 years in Nerve Centre or Fault Management, with strong stakeholder engagement and problem-management skills.