Major Incident Manager
Core
Own and coordinate the major incident process, acting as the single point of contact for all parties during incidents to ensure effective response, communication, escalation, and resolution.
Role type
Major Incident Manager
Builds
Incident response workflows and post-incident reports for FirstRand Group stakeholders
Domain
Financial Services / IT Operations
Required skills
ITIL Incident Management, ITSM tool proficiency, SLA enforcement, incident classification and prioritization, vendor remediation direction, stakeholder communication, technical troubleshooting
Preferred skills
Shift work adaptability, standby availability
Technologies
ITSM tools
Responsibilities
Coordinate major incident responses and post-incident reviews, ensure incidents are assigned to correct support groups within SLA, enforce incident SLAs and escalations, communicate incidents to stakeholders, complete incident records accurately, direct vendor remediation, escalate P1/P2 incidents
Seniority
Mid-level, hands-on IC
