Senior Manager: Incident Management

Role Purpose

This role is responsible for overseeing and managing incidents that disrupt Technology services and to ensure incidents are resolved quickly, with the appropriate teams and resources engaged promptly and efficiently to minimise the impact on business operations. As an Incident Manager, you will be responsible for the end-to-end management of incidents, ensuring that they are resolved in a timely and effective manner. You will also be responsible for communicating with stakeholders, providing status updates and coordinating the incident response team. The role is also responsible for managing, reporting and audit requirements on all incidents in Technology. It is pivotal to minimize the impact of any event upon the LIT network and to ensure the continuity of essential services. This role will work closely with various teams to develop and execute incident management strategies that promote employee adoption, minimize resistance, and drive positive outcomes for LIT. This role plays a crucial role in LIT to ensure that all Incident Management policies are adhered to and is the focus point in critical Incident Management from incident notification, escalation and managing till resolution. The Incident Manager role is responsible for ensuring that incidents within LIT are properly recorded, classified, managed and resolved in a timely manner.

Role Description

1. Develop and execute incident management strategies, policies & procedures.
2. Coordinate with various teams to ensure successful resolution of incidents.
3. Responding to a reported service incident, identifying the cause, and initiating the incident management process.
4. Assign and escalate incidents to the appropriate resolver groups or individuals.
5. Overall responsibility in the Incident Management process.
6. Manage all major Incidents & events.
7. Setup incident & crisis management teams and be the SPOC for incident control & management.
8. Escalation Management for any critical incidents that do occur.
9. Assess Incident Maturity.
10. Develop plans and tactics to move up the process maturity curve.
11. Communicate with stakeholders on the status, impact, and resolution of incidents.
12. Reporting on compliance & non-compliance per area in incident management processes.
13. Ensure continuous improvement plans for incident management.
14. Provide reports and metrics on incident management performance and trends.
15. Conduct root cause analysis and identify preventive actions to avoid recurrence of incidents.
16. Monitor and improve all network monitoring and support functions.
17. Engage with the various NOC support teams and implement operational improvement plans.
18. Ensure performance requirements of network facility monitoring are met to ensure faults are attended to and restored in the shortest possible time.
19. Engage, monitor, and report on the performance of the outsourced partners.
20. Co-ordinate national network operations (Service Assurance) meetings.
21. Effectively deal with network outage and monitoring shortfalls.
22. Manage the effectiveness and performance of the network monitoring tools.
23. Consult with senior management and review proposals to determine goals, time frame, funding limitations and procedures for accomplishing the improvements.
24. Oversee and support the NOC with network monitoring functions under their control.
25. Co-ordinate the sub-departments, internal and external stakeholders to meet company operational goals and objectives.
26. Proactive notification and updates of service failures to be sent timeously to respective stakeholders in order to inform all impacted customers.
27. Ensure efficient use of various ERP tools used by the organization to support functional analysis and reporting.
28. Implement, document, and enforce applicable procedures to deliver a unified service within the department.
29. Review report on all non-conformance issues.
30. Reporting progress of network outages to senior management at regular intervals.
31. Interact with internal and external stakeholders to implement plans to reduce any risks associated.
32. Support and execute the company’s business continuity incident management plans for Network Operations.
33. Effectively manage and report on network operations related EXCO escalations.
34. Provide reports and metrics on incident management performance and trends.
35. Conduct root cause analysis and identify preventive actions to avoid recurrence of incidents.
36. Provide reports and metrics on change management performance and trends.

Minimum Requirements

• B-Degree/similar technical qualification or relevant technical experience in Operations: Essential
• ITIL V3 Foundation: Desirable
• Cisco or similar certification: Desirable
• 5-8 years Telecommunications environment: Essential
• 5-8 years technical experience and relevant technical certification: Essential
• At least 3 years of experience in incident management: Essential
• Experience with IT service management tools such as ServiceNow: Essential
• Knowledge of ITIL framework and best practices for IT service management: Essential
• All Appointments are subject to the Labour Legislation in the respective country.