{"id":3845298,"url":"https://alion.io/job/firstrand-major-incident-manager-2","title":"Major Incident Manager","company":{"id":4436,"name":"FirstRand","domain":"firstrand.co.za","url":"https://alion.io/company/firstrand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0.2,"time_to_fill_p50_days":11,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Randburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-26T15:31:52Z","employer_posted_date":null,"last_verified_at":"2026-10-26T15:31:52Z","board_verified":false,"closed_at":null,"days_open":13,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":13},"description":"Overview of the role:\n\n The role is responsible for owning and co-ordinating the major incident process within the FirstRand Group Ltd.\n\n The Major Incident Manager acts as a single point of contact for all parties involved during a major incident/s.\n\n 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.\n\n Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders\n\nYou will be responsible for:\n\n To ensure all Major Incidents are handled in accordance to Group Major Incident procedure.\n\n The levels of Major Incident classification & prioritization are understood and applied.\n\n Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.\n\n Major Incident records to be completed accurately within the ITSM tool\n\n Enforcement of incident SLA’s and assignment group escalation where necessary.\n\n Technical or first line troubleshooting where applicable.\n\n Vendor remediation is directed where appropriate.\n\n Escalation of Incidents to Major incident management should it meet P1/P2 Criteria (See FirstRand IT Major Incident Management Standard).\n\n Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.\n\nWhat you will need:\n\n 3- 5 years experience in a similar role \n\n ITIL Incident Management Certification\n\n TSM experience\n\nWe can be a match if you can:\n\n Strong communication, decision making and interpersonal skills.\n\n Good stakeholder engagement and management\n\n Able to work under pressure\n\n Very good technical skills on the application above\n\n The role does encompass shift work and standby\n\nYou will have access to:\n\n Opportunities to network and collaborate.\n\n Challenging Work.\n\n Opportunities to innovate.\n\nEnd Date: October 30, 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