Job Opportunities in South Africa

Main Purpose:
The Incident Manager plays a critical role within the Incident Resolver Group, owning the incident control process for Wits-ICT. This position is responsible for overseeing day-to-day operations related to ICT requests, incidents, and problems reported by staff, students, contractors, and project teams.
Key Responsibilities:

1. System Administration (ITSM - Witshelp Tool)

• Security Implementation: Develop and enforce robust security policies for the ITSM system.
• Performance Assurance: Ensure high availability and optimal performance of the system.
• Collaboration: Work closely with developers and system administrators to resolve issues and fulfil requests.
• Monitoring: Continuously monitor network communications, analyse system logs, and proactively identify potential issues.
• SQL Server Management: Administer SQL Server and perform necessary scripting tasks.
• Documentation: Create and maintain a comprehensive internal wiki for technical documentation and IT policies.

2. Incident Management

• Service Oversight: Manage service failures, outages, and incidents with accountability and efficiency.
• Progress Tracking: Monitor and report on the resolution of incidents, ensuring timely updates.
• Process Improvement: Identify and discuss opportunities for streamlining processes with unit managers.
• Team Development: Mentor team members on both existing and new technologies.
• Incident Logging: Maintain a detailed log of incidents and resolutions to identify trends and recurring issues.

3. Problem Management

• Lifecycle Management: Oversee the entire lifecycle of problem records, ensuring proper tracking and resolution.
• Post-Mortem Analysis: Lead post-mortem meetings to identify root causes and implement corrective actions.
• Investigation: Drive investigations to uncover the root causes of problems and recommend service improvements.
• Facilitation: Organize and lead problem management meetings focusing on major incidents and trends.

4. Resource Management

• Coordination: Strategically coordinate resources to ensure swift incident diagnosis and resolution.
• Workload Management: Oversee incident team member assignments, redistributing workloads as necessary.

5. Service Level Management

• Process Effectiveness: Ensure that Service Level Management processes operate effectively and efficiently.
• Performance Reviews: Conduct regular Service Performance Reviews, implementing necessary improvements.
• Linkage Maintenance: Ensure tight integration between Service Level Management and related processes.

6. Continuous Research

• Best Practices: Continuously research and integrate best practices for incident management.
• Methodology Adaptation: Adjust methodologies and tools based on research findings to meet service expectations.
• Rapid Learning: Quickly assimilate and apply new technical information effectively.

Requirements:

• Education:
• Grade 12
• Degree/Diploma in Information Technology or relevant qualifications; National Certificate in Information Technology; Technical Support or relevant ICT OEM Certificates (Qualification/s need to be NQF Level 7 and above).
• Experience:
• Minimum 5 years of related experience in the ICT field.
• Additional:
• Valid driver’s license.

Detailed Description

Job Requirements

Additional Details

How To Apply

Please note that applications have to be done through i Recruitment only. No hardcopies or emails should be submitted.
By submitting an application for this post the Applicant acknowledges that their personal information will be processed by the University. The Applicant, by their conduct in proceeding with an application for this position, gives their consent to the processing of their personal information as required by the University’s Recruitment, Selection and Appointment Policy. Such processing includes logging their information on the University’s recruitment systems and disclosing their personal information to University employees identified to take part in the selection and recruitment process. The Applicant consents to any further processing of their personal information as may be required for relevant verification and reference check purposes. The confidentiality of the Applicant's personal information will be maintained.
The University is committed to employment equity. Preference may be given to appointable applicants from the underrepresented designated groups in terms of the relevant employment equity plans and policies of the University. The University retains the right not to make an appointment and to verify all information provided by candidates.
Please note that correspondence will only be entered into with shortlisted candidates. The University reserves the right not to make an appointment or to re-advertise.
Closing Date: 29 October 2024

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Work At Home