Incident Manager

Why choose Logicalis?

It’s not just IT solutions, It’s IT global know-how!  Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

The SIAM function manages multiple service suppliers by integrating them, so they can collaborate to give the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

The Incident Manager under the SIAM function will be accountable for the documentation and implementation of the Incident Management process. Develop KPIs to drive maturity of the process and encourage stakeholder buy-in. Ensure organisational change management to adopt the process. Implement monthly reporting for service review discussions.

The goal of the overall Incident Management process is to effectively manage the lifecycle of all incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place.

ROLE AND DELIVERY RESPONSIBILITIES:

• Implement the Incident Management process,
• Develop the policy and process documents and review them at predefined intervals,
• Develop KPIs and publish reports to provide daily, weekly and monthly performance against the KPIs and SLA metrics per customer,
• Collaborate with the Problem Management team to analyse incident trends and opportunities to reduce/prevent recurring incidents and to ensure the known error database is being used during the resolution of incidents,
• Innovate the process to support seamless integration with other ITIL processes,
• Ensure that MIM and Incident Management seamlessly integrate so that P2 incidents are managed similarly in principle by the Incident Management team,
• Ensure the correct Categories, priorities, services and request catalogue including request items is configured in the ITSM toolset in aid of correct first assignment,
• Incident communication Templates etc are designed for consistent communication at defined intervals.

KEY PERFORMANCE INDICATORS:

• Incident process Implementation and adoption,
• SLA performance against agreed metrics,
• Innovate the process against agreed metrics,
• Ensure IR’s (Incident Report) are completed with high level of quality and delivered within agreed times.

PERSON REQUIREMENTS:

EXPERIENCE:

• Previous experience as an Incident Manager (process owner) 2-4 years preferred,
• Previous experience as an Incident Coordinator 3-5 years preferred,
• Desired technical experience

QUALIFICATIONS:

• Grade 12
• ITIL Foundation qualification
• Prince II (advantageous)

ADDITIONAL SKILLS/ATTRIBUTES:

• Good understanding of IT infrastructure
• Self-motivated with the ability to work unsupervised.
• Attention to detail
• Punctuality
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Possess proficient analytical and decision-making skills
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
• Proficient relationship building skills – predict customer behaviour and respond accordingly
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations
• Good communicator with the customer environment
• Able to operate as a good team player
• Drive and Energy