Incident Manager (IT07) - Fixed-term 6-month contract

at  University of the Witwatersrand

REQUIREMENTS:

• Education:
• Grade 12
• Degree/Diploma in Information Technology or relevant qualifications; National Certificate in Information Technology; Technical Support or relevant ICT OEM Certificates (Qualification/s need to be NQF Level 7 and above).
• Experience:
• Minimum 5 years of related experience in the ICT field.
• Additional:
• Valid driver’s license.
  Detailed Description
  Job Requirements
  Additional Details
  How To Apply

MAIN PURPOSE:

The Incident Manager plays a critical role within the Incident Resolver Group, owning the incident control process for Wits-ICT. This position is responsible for overseeing day-to-day operations related to ICT requests, incidents, and problems reported by staff, students, contractors, and project teams.

KEY RESPONSIBILITIES:

1. System Administration (ITSM - Witshelp Tool)

• Security Implementation: Develop and enforce robust security policies for the ITSM system.
• Performance Assurance: Ensure high availability and optimal performance of the system.
• Collaboration: Work closely with developers and system administrators to resolve issues and fulfil requests.
• Monitoring: Continuously monitor network communications, analyse system logs, and proactively identify potential issues.
• SQL Server Management: Administer SQL Server and perform necessary scripting tasks.
• Documentation: Create and maintain a comprehensive internal wiki for technical documentation and IT policies.

1. Incident Management

• Service Oversight: Manage service failures, outages, and incidents with accountability and efficiency.
• Progress Tracking: Monitor and report on the resolution of incidents, ensuring timely updates.
• Process Improvement: Identify and discuss opportunities for streamlining processes with unit managers.
• Team Development: Mentor team members on both existing and new technologies.
• Incident Logging: Maintain a detailed log of incidents and resolutions to identify trends and recurring issues.

1. Problem Management

• Lifecycle Management: Oversee the entire lifecycle of problem records, ensuring proper tracking and resolution.
• Post-Mortem Analysis: Lead post-mortem meetings to identify root causes and implement corrective actions.
• Investigation: Drive investigations to uncover the root causes of problems and recommend service improvements.
• Facilitation: Organize and lead problem management meetings focusing on major incidents and trends.

1. Resource Management

• Coordination: Strategically coordinate resources to ensure swift incident diagnosis and resolution.
• Workload Management: Oversee incident team member assignments, redistributing workloads as necessary.

1. Service Level Management

• Process Effectiveness: Ensure that Service Level Management processes operate effectively and efficiently.
• Performance Reviews: Conduct regular Service Performance Reviews, implementing necessary improvements.
• Linkage Maintenance: Ensure tight integration between Service Level Management and related processes.

1. Continuous Research

• Best Practices: Continuously research and integrate best practices for incident management.
• Methodology Adaptation: Adjust methodologies and tools based on research findings to meet service expectations.
• Rapid Learning: Quickly assimilate and apply new technical information effectively.