About the company

Responsibilities:

• The Critical Escalation & RCA support manager is responsible for end-to-end management of all IT Major Incidents and the RCA process.
• You will leverage technology to issue all communications and providing key stakeholder management.
• Lead, drive, facilitate and chair all investigation activities, meetings and conference calls.
• Form collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
• Matrix management of people, processes and resources including third parties to move forward to resolution.
• Accountable for resolving the outage via workaround or permanent fix.
• Ensuring all administration and reports are maintained and up-to-date.
• Supporting and nurturing process improvements and knowledge base improvements.
• Continually maintaining and developing tools and resources to manage major incidents effectively.
• Provide periodic major incident metrics reports.
• Provide L1/L2 support and escalation point for our call centres.

Qualifications/Experience:

• Experience in major incident & RCA management.
• Ability to handle and perform in stressful situations.
• Skilled in driving the resolution of complex problems with information technology software and hardware.

• Degree in computer sciences or equivalent and/or relevant voice certifications is a must
• You have a good understanding of cloud computing technologies, business drivers, emerging technologies & trends and the impact they have.

• Excellent analytical, communication, negotiation, influencing skills that allow you to communicate effectively to stake holders at all levels including Executive Directors
• Extensive experience in MS systems
• Solid understanding of information processing fundamentals and best practices
• Experience in people management and supporting the development of others
• Strong organisational and problem-solving skills
• Dynamic, clear and flexible out of the box thinker
• Fluency in English