Job Description

Key outputs

• Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA [root cause analysis] and remediation plans and actions)
• Drive for timely workarounds, document known issues and oversee problem management of incidents
• Analyze, determine operational impact and act as final authority for all change implementations
• Analyze, monitor and predict trends and develop plans designed to maintain service effectiveness
• Conduct regular tests to simulate disasters and prepare in the event of real situations
• Act as liaison for all stakeholders with interests and input in incident management processes
• Communicate very effectively with frontline service specialists and BU staff in case of disasters
• Manage and record any changes which are implemented in the environment
• Maintain a cross functional / multi-vendor escalation matrix
• Ongoing refresh of the Business Continuity Plan (BCP)

Qualifications requiredPrescribed:
An undergraduate qualification (bachelors degree or equivalent) in the relevant IM discipline.
Preferred:
It would be advantageous to have a post graduate qualification in the relevant IM discipline OR a proven track record of extensive practical experience in a role and context of similar complexityCertifications requiredITIL Certification and solid understanding of ITIL processesTechnical knowledge

• The specific IM field, controls and risk mitigation
• Business Unit plans and initiatives
• Frontline IM services, toolsets, compliance and standards
• Outsourced team management to ensure effective resource utilization across the portfolio
• Deliver a portfolio of IM services to a defined client base
• Hold vendors to account on SLA indicators
• Liaise with solutions design and architecture to make sure that roadmaps are followed, and services are introduced with excellence
• Analyze and identify risk root causes and quantify potential business impact
• Engage with key stakeholders and understand their process requirements
• Implement best-fit solutions to meet stakeholder requirements and contribute to IM process enhancements
• Perform continuous monitoring reviews and measure defined quality and quantity indicators
• Interpret policy and explain why work needs to be completed in a particular manner
• Explain how a particular process task needs to be fulfilled
• Assign and re-assign work to ensure that outputs and the elimination of waste
• Participate in business initiatives/projects and the different processes involved

ExecutivePlacements.com