Major Incident Manager

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Position Overview:
The Major Incident Manager (MIM) is primarily responsible for the delivery of ITIL-aligned operations supporting the Major Incident Management Process. The primary objective is to restore normal service operation as soon as possible following a major incident, ensuring minimal adverse impact on business operations within the agreed Service Level Agreement (SLA). The MIM will also own the Problem Management process, including identifying the root cause of major incidents and implementing proactive problem management via trending to prevent reoccurrence of incidents and outages.

Responsibilities:
Incident Detection and Reporting

• Ensure timely detection and accurate reporting of major incidents.

• Establish effective communication channels for stakeholders to report incidents.

Incident Assessment and Classification

• Classify incidents based on severity and impact on business operations.

• Conduct initial assessments to determine the nature and scope of the incident.

Coordination and Management of Incident Response

• Lead response efforts by coordinating between various teams (IT, operations, etc.).

• Develop and implement incident response plans to mitigate impact.

Communication with Stakeholders

• Maintain clear and consistent communication with all stakeholders throughout the incident lifecycle.

• Provide regular updates on incident status, impact, and resolution efforts.

• Facilitate and lead bridge calls, bringing together technical teams, management, and communication specialists to discuss incidents in real-time.

Root Cause Analysis and Problem Management

• Conduct thorough root cause analysis post-incident to identify underlying issues.

• Ensure future prevention measures are put in place.

• Documentation and Reporting

• Ensure comprehensive documentation of incidents, actions taken, and outcomes.

• Prepare post-incident reports summarizing the incident management process and results.

Continuous Improvement

• Analyze incident trends to improve processes and reduce future incidents.

• Implement lessons learned from previous incidents to enhance response strategies.

Qualifications & Experience:

• Major Incident Management or strong Problem Management experience in a managed services environment is essential.

• Preference will be given to candidates with experience in both Service Management Practices.

• Excellent oral and written communication skills.

• Strong active listening skills with the ability to explain complex concepts clearly to individuals and groups.

• Assertive, confident, positive, and professional demeanor.

• Ability to prepare well-structured written material that is easy for the intended audience to follow.

• Represent the organization in an honest, ethical, and professional manner while encouraging others to do so.

• Exceptional attention to detail and thoroughness.

• Previous experience in a similar role within a Service Provider/Managed Services or Service Integrator type business.

• Relevant ITIL certifications (or equivalent experience).

Click here for the list of benefits.

#LI-Hybrid

The budgeted salary for this role is between R25,000 – R35,000

Hybrid working:

This hybrid role, with a remote-first emphasis, necessitates being in the office or at a client site for 4 days each month. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.