Job Description

• Lead the major incident life cycle and ensuring it is handled in accordance with Group Major Incident procedure.
• Ensure the levels of Major Incident classification and prioritization are understood and applied.
• Ensure Major Incidents are assigned to the correct support groups to ensure resolution is applied with in SLA.
• Post incident reporting as well as monthly executive reporting to the FirstRand Group Stakeholders.
• Ensure Major Incident records to be completed accurately within the ITSM tool.
• Enforce SLA’s developed to contract quality and deliver for inclusion of the group service levels.
• Technical or first line troubleshooting where applicable. Analysing historical data to identify and eliminate potential incidents before they occur or during a major incident.
• Identify underlying causes of incidents and preventing recurrences.
• Ensure Vendor management and remediation is directed where appropriate.
• Communicate all Major Incident to the FirstRand Group stakeholders in accordance to documented SLA’s.
• Understand the Problem and Change management processes to ensure root cause remediation on major incidents.
• Drive validation processes by obtaining sign-off from technical service and senior management to deliver incident resolution.
• Involvement in high-risk changes to facilitate quick resolution during implementation.
• Present incidents in senior stakeholder forums as well as detailed outcomes actions and resolutions.
• Audit/Risk reviews – ensure all audit and risk requirements are in accordance with group standard.
• Develop and review the major incident management process and policy for major incident across group, including definition of incidents, classification and prioritisation and aligning standard target resolution times.
• Ensure business and stakeholder relationships is maintained.

You will be an ideal candidate if you have:

• Completed a BTech in Information Technology or relevant degree
• 4-5 years experience in a similar role including:
• IT Service Management
• Incident management
• Problem Management
• Completed an ITIL certification
• Financial services or banking experience preferred

You will have access to:

• Opportunities to network and collaborate
• Opportunities to innovate

We can be a match if you are:

• Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough to
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it

Are you interested to take the step? We look forward to engaging with you further. Apply now!

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.