Major Incident Manager

Overview of the role:

• The role is responsible for owning and co-ordinating the major incident process within the FirstRand Group Ltd.
• The Major Incident Manager acts as a single point of contact for all parties involved during a major incident/s.
• The responsibility lies with the Major Incident Manager to ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner.
• Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders

You will be responsible for:

• To ensure all Major Incidents are handled in accordance to Group Major Incident procedure.
• The levels of Major Incident classification & prioritization are understood and applied.
• Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
• Major Incident records to be completed accurately within the ITSM tool
• Enforcement of incident SLA’s and assignment group escalation where necessary.
• Technical or first line troubleshooting where applicable.
• Vendor remediation is directed where appropriate.
• Escalation of Incidents to Major incident management should it meet P1/P2 Criteria (See FirstRand IT Major Incident Management Standard).
• Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.

What you will need:

• 3- 5 years experience in a similar role  
• ITIL Incident Management Certification
• TSM experience

We can be a match if you can:

• Strong communication, decision making and interpersonal skills.
• Good stakeholder engagement and management
• Able to work under pressure
• Very good technical skills on the application above
• The role does encompass shift work and standby

You will have access to:

• Opportunities to network and collaborate.
• Challenging Work.
• Opportunities to innovate.

End Date: October 30, 2026