{"id":3526238,"url":"https://alion.io/job/tymebank-incident-coordinator","title":"Incident Coordinator","company":{"id":61747,"name":"TymeBank","domain":"gotyme.co.za","url":"https://alion.io/company/gotyme-co-za","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa","Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":27000,"period":"year","method":"role_country_seniority_unknown","sample_n":83},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"Datadog","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-30T14:16:28Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T00:46:09Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"The Incident Coordinator plays a critical role in maintaining operational stability and customer trust across GoTyme Bank’s cloud-based banking platform. This role is responsible for monitoring system health, coordinating incident responses, analysing root causes, and driving continuous improvement across the organisation.\nYou’ll work closely with GoTyme Bank’s Engineering, Site Reliability Engineering (SRE), Cybersecurity, Product, and Business Operations teams to ensure incidents are managed efficiently and transparently, with minimal impact on customers.\nRequirements\nKey Responsibilities\nIncident Detection & Monitoring\nMonitor alerts, dashboards, and observability tools across cloud and application environments.\nPerform initial assessment and triage of incidents, escalating according to severity and impact.\nEnsure incident tickets are created, categorised, prioritised, and updated accurately in the ITSM system.\nIncident Coordination\nAct as the first point of contact for incident notifications.\nCoordinate responses across all incident priorities and support the Incident Manager during P1 & P2 major incidents\nFacilitate collaborative communication between technical and operational teams.\nTrack incident progress to ensure timely resolution and clear communication.\nCommunication & Stakeholder Management\nProvide timely updates to internal stakeholders throughout the incident lifecycle.\nDraft incident summaries and customer communication notes (where required).\nSupport incident-related reporting to risk, compliance, and leadership teams.\nPost-Incident Activities\nRecord incident details, impact analysis, timelines, and remediation actions.\nParticipate in post-incident reviews, ensuring action items are documented and tracked to closure.\nIdentify trends, recurring issues, and improvement opportunities across systems and processes.\nProcess & Tooling Support\nMaintain and improve incident workflows and runbooks within ITSM tooling (e.g., Jira Service Management, ServiceNow).\nAssist in refining alert rules, escalation paths, and documentation.\nSupport the adoption of automation and proactive monitoring capabilities.\nSkills & Experience Required\nTechnical Skills\nUnderstanding of cloud environments (AWS, Azure, GCP) and modern SaaS components.\nFamiliarity with monitoring/observability tools (CloudWatch, Datadog, Grafana, Splunk, ELK, etc.).\nBasic knowledge of networking, APIs, microservices, CI/CD pipelines, and common failure patterns.\nExperience working with ITSM tools (e.g., JSM, ServiceNow).\nIncident Management Competencies\nSolid understanding of incident, problem, and change management processes.\nAbility to prioritise based on customer/business impact.\nComfortable operating in high-pressure situations with a structured and calm approach.\nSoft Skills\nStrong communication skills-clear, concise, and confident.\nAnalytical thinker with attention to detail.\nHighly organised and able to manage multiple tasks simultaneously.\nCollaborative mindset with ability to coordinate across multiple technical and business teams.\nPreferred Qualifications\nA relevant degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.\nExperience in fintech, banking, or another highly regulated industry.\nKnowledge of risk, compliance, and regulatory reporting requirements.\nITIL certification or formal incident management training.\nExperience supporting 24/7 operational environments or participating in on-call rotations.","description_format":"text","description_chars":3489,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-30T14:16:28Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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