The Incident manager works within the Production Support team to oversee the lifecycle of unplanned interruptions and reductions of IT planned services in order to help the restoration of service in the quickest time. They will work to manage both internal and external stakeholders and manage post incident reporting and reviews.

The incident manager will also be responsible for the production and delivery of MI relevant to the role and be an active participant in IT audits.

Organisational Design

Production Support sits within the CIO function of FNZ.

This position is part of the regional Production Support department and reports to Head of Production Support.

The role is located in all locations

Team Responsibilities

Team management – Provide support to the Head of SA Production Support in all areas of the agreed services

Team management – Support the regional CIO to ensure service is met for all platforms

Team management – Work with other functions and teams in Production Support to prioritise and resolve key and critical issues

Application Support – ensure that the application is maintained and working efficiently and against agreed service levels

Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

Stakeholder management – support client and internal management through provision of MI, direct input into meetings and other feedback as required.

Specific Role Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident and initiating the incident and problem management process.
• Engaging with relevant internal and external stakeholders to ensure clear communications and all parties are engaged at the right level
• Ensure post incident reviews occur and actions are tracked and closed timely with appropriate escalation as needed
• Engage with delivery to ensure a smooth integration of change.
• Producing and maintaining documents that outline incident management protocols
• Working with other incident managers to ensure a seamless transition of incidents where required between jurisdictions and time zones.
• Production of MI to help manage service and identify risks and improvements
• Engage with FNZ clients to allow for timely and accurate completion of IT audits

Performance Assessment

KPI reporting – issue management performance against KPIs

Availability – uptime during core and non-core hours

Performance – performance metrics during core and non-core hours

Reliability – test results and performance during real failure events

Experience required

• Minimum 3 years relevant experience
• University degree or equivalent.
• Ability to learn quickly in a dynamic fast-paced industry.
• Enjoy working as part of a high-performance team.
• Passionate about creating innovative solutions for customers.
• Highly logical.
• Highly self-motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.
• Superior analytical thinking and keen attention to detail.
• Proven problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent organisational, administration and time management skills.
• Good team communication skills, confident in dealing with internal and external clients.
• Highly developed written and oral communication skills.
• Interest / familiarity with financial markets and products.

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Production Manager • Johannesburg, South Africa

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