Core Description
The Incident Management
Shift Team is responsible for real-time oversight, coordination, and management of service incidents impacting the organisation’s priority customers and critical services.
The role ensures that incidents are identified, prioritised, escalated, and communicated effectively, enabling rapid restoration of services and maintaining service quality commitments.
Key Deliverables / Primary Functions
Monitor incident queues, alarms, and service management tools to identify service-impacting incidents.
Proactively identify incidents affecting priority customers and critical services.
Ensure incidents are correctly logged, categorised, and prioritised.
Escalate incidents according to defined incident management escalation procedures.
Engage senior technical teams, management, and vendors when required.
Ensure escalation timelines are adhered to.
Provide timely and accurate incident updates to internal stakeholders and service management teams.
Ensure incidents are properly updated throughout the lifecycle.
Maintain accurate records of actions taken, teams engaged, and timelines.
Ensure restoration times and service impacts are clearly recorded.
Core Functional Skills & Knowledge
Customer Focus
Core Behavioural Competencies
Delivering Results
Meeting customer expectations _Operational and Tactical
Decision Making
Handling Pressure
Communication and Impact
Minimum Qualifications
NQF 4: Grade 12 National Diploma Additional Qualification preferred or advantage
Experience
2 years’ experienceCertifications
ITIL Foundation
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Interact directly with internal & external clients
Special Requirements/ Employment Condition
Ability to cope under pressure
Workplace/Physical Requirements
Full-time Office Based position
Business Unit: Finance
Department: Internal IT
Reporting: Manager of Operations (Internal IT)
To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels.
Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
Capture all customer interactions into the IT Service Management system.
Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates
Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed.
Follow up on ticket resolution to ensure compliance to service level agreements
Provide technical support in adherence to quality standards and customer service excellence.
Provide professional and empathetic IT Service Desk service to BCX customers
Interacts with internal IT clients
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