Contract Incident Mng Co-Ord in Computer & IT

Mission/ Core purpose of the Job: (Short description)
• The objective of the Incident Management Lifecycle is to restore the service as quickly as possible to meet Service Level Agreements. The process is primarily aimed at the user level.
•
Context: (Global influences, environmental / industry demands, organizational mission, etc.)
• Highly pressurized environment due to the Incident Manager being the single point of contact into IS Organization
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Role Complexity:
• Open an Incident Management record
• Maintain the Incident Management record to reflect the current status of the incident
• Assign the Incident Management record to an Incident Resolver
• Analyze the incident and determining appropriate workaround or resolution
• Implement a workaround or resolution to facilitate resumption of normal service operation (note that depending on the nature of the actions involved, actual implementation of a work-around or resolution is likely to be managed via the Change Management process)
• Monitor the Incident Management tool queues to ensure that Incident Management records are managed effectively and efficiently
• Invoke escalation of support efforts when necessary to ensure resumption of normal ser-vice operation (measured via Incident Management record ‘resolution’) within committed service levels
• Provide communications regarding incident resolution status/outlook to impacted users, as appropriate to the impact of the incident
• If applicable, raise Problem Management records (for high severity incidents or multiple incidents sharing the same symptoms) to SM Problem Management in order to drive identification of Root Cause (as an input to the Problem Management process)
• Close the Incident Management record
Task Complexity:
• Open an Incident Management record
• Maintain the Incident Management record to reflect the current status of the incident
• Assign the Incident Management record to an Incident Resolver
• Analyze the incident and determining appropriate workaround or resolution
• Implement a workaround or resolution to facilitate resumption of normal service operation (note that depending on the nature of the actions involved, actual implementation of a work-around or resolution is likely to be managed via the Change Management process)
• Monitor the Incident Management tool queues to ensure that Incident Management records are managed effectively and efficiently
• Invoke escalation of support efforts when necessary to ensure resumption of normal ser-vice operation (measured via Incident Management record ‘resolution’) within committed service levels
• Provide communications regarding incident resolution status/outlook to impacted users, as appropriate to the impact of the incident
• If applicable, raise Problem Management records (for high severity incidents or multiple incidents sharing the same symptoms) to SM Problem Management in order to drive identification of Root Cause (as an input to the Problem Management process)
• Close the Incident Management record
Supervisory Complexity:
• None
Leadership Complexity:
• Informal leadership internally to team members
Managerial complexity:
• None
Lateral dimensions of the position
Creativities (improvement/innovation inherent)
• Be proactive rather than reactive, i.e. don’t only fix, prevent
Vulnerabilities (control span)
• Customer Perception
• System interdependencies

Collaboration
Responsibility towards:

1. Direct reports: None
2. Matrix reports: None
3. Key customers: All users within regions
4. Key suppliers/partners: Users
5. Relations: Users
Discretionary Space
Independent thought and Judgment:
• Troubleshoot and use discretion general user support
Authorities:
• None
Minimum Requirements
Education:
• Matric
• Microsoft Office Knowledge
• ITIL Certification
• Overall IT Knowledge – Unix –Linux – Wintel – Database .
Experience:

• Minimum 3 Years management experience in the IT industry
• Service Management experience•
Training:

• Leadership
• Negotiation
• Conflict resolution
• Presentation and facilitation skills
• ITIL fundamentals•
Competencies
Knowledge:

• Expert knowledge of information systems and operational processes, across platforms
• Expert knowledge of leadership and management skills
• Expert knowledge of ITIL skills
• Knowledge of the Telecommunications industry (preferred)
• Expert Knowledge of a customer focused call centre
Skills / physical competencies:

• Awareness of the Major Incident Management process
• Capable of making decisions
• Good communicator
• Good negotiator