Introduction:
Business Unit: Altron Digital Business
Location: Gauteng
Appointment Type: Permanent
We are looking for an Incident and Problem Coordinator. This position coordinates cross-functional services, facilitates the CAB, oversees major incidents, handles problem management, ensures contract governance, coordinates ticket resolution, and escalates incidents when needed. The Required Tasks and Candidate Requirements are including, but not limited to
Required Tasks:
Matric, National Certificate and relevant certifications
Bachelor’s degree in information technology field (Advantage
Maintain and update the known error database to ensure Major incidents are resolved as soon as possible.
Identify knowledge articles to facilitate timely resolution of incidents.
Ensure the Change Management process is followed and actively monitor compliance.
Compile RCAs following P1 incidents and log associated problems, while tracking actions to prevent recurrences.
Tracking open actions to resolve major incidents permanently and identify Root causes.
Managing major incidents to closure via war rooms and ensure critical landscapes are up to date.
Lead and facilitate major incident bridges and war rooms.
Management Reporting: Issue timely, structured communications to all stakeholders, including executive summaries and status updates during and after incidents.
Engaging with technical teams and senior management on operational and tactical level.
Requirements:
Information Communication Technologies (ICT’s), preferably Microsoft SharePoint, and Telecommunication application knowledge
ITIL V4 Foundation
SIAM Foundation (advantegeous)
Minimum 5 years of relevant experience in ICT support/services
Minimum 2 years’ experience in IPC coordination on team leader level
Minimum 2 years’ experience Data Analysis & reporting skills
Minimum 2 years’ experience in Knowledge of Applications and Technologies
General Comment/s: Client site - On site