Manager : Incident & Change JHB1

October 18, 2024

Liquid Tech (Pty) Ltd.

FULL TIME

The role is a combination of Change and Incident Management, and it plays a crucial role in ADC to ensure that all changes and policies are adhere too and are the focus point in critical Incident management from incident notification, escalation and managing till resolution. The two disciplines go hand in hand to support the organization strive for customer excellence to reduce time on all ADC sites.
The role is responsible for managing, reporting and audit requirements on incident and changes to the infrastructure and IT/OT systems. The role is pivotal to minimize the impact of any event upon the data centres and to ensure the safety of individuals, the continuity of essential services, and the protection of assets and information. The incumbent will be the focal point to manage incident across all data centres to resolution.
Key Result Areas
Changes & Incident Management

Develop and execute change & incident management strategies, policies & procedures
Coordinate with various teams to ensure successful implementation of changes
Monitor and respond to incoming service incidents reported by users or detected by monitoring tools.
Manage all major Incidents & events. Setup incident & crisis management teams and be the SPOC for incident control & management.

Changes & Incident Compliance

Assess Incident & Change Maturity. Develop plans and tactics to move up the process maturity curve.
Identify change & incident champions and ensure compliance to change processes. Drive a culture of compliance and adoption.
Review and assess proposed changes for risk and impact analysis. Make recommendations for approving or rejecting changes.
Quality control on all change & incident and ensure accurate capturing into appropriate systems.

Quality Assurance and Reporting

Oversee the technical aspects of implementing changes
Ensure that changes are tested and validated and backout plans are incorporated
Coordinate with the teams to minimize disruptions during the change.
Provide reports and metrics on incident management performance and trends

Formal Qualifications

Higher diploma in IT/Engineering
Certification in ITIL Foundation or higher is an advantage

Experience

At least 3 years of experience in service management, preferably in incident management
At least 3 years of experience in similar position
At least 3 year experience with IT service management tools such as Service Now

Knowledge Areas

Knowledge of ITIL framework and best practices for IT service management
High computer literacy and expertise using operational OT & IT systems.
Understanding of technology, products and services offered
Good understanding in the working of Data Centre Infrastructure
Familiarity with company policies and procedures

Skills

Ability to work alone or as part of a cross-functional team
Ability to coordinate and communicate with all site teams regarding Incidents and Changes
Good people skills, and verbal and written communication skills
A friendly and approachable attitude to work
Good analytical thinking ability
Logical approach to problem solving
Ability to work under pressure to deadlines and targets
Motivated and disciplined
Process-oriented and conscientious