IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world.
The award-winning company provides a range of services including 24 / 7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession.
Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24 / 7 support to our predominantly UK based clients and their global operations via a 1st 3rd line service desk, 365 days per year.
This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
We are now looking for an experienced Major Incident Manager to join our busy team in Cape Town. This role is part of the Service Management and Governance team, a global collaborative team responsible for the operation of ITIL process disciplines e.
g. Continual Service Improvement (CSI), Incident, Knowledge, Problem and Change & Configuration Management.
The Major Incident Manager (MIM) is primarily responsible for the delivery of ITIL aligned operations supporting the Major Incident Management Process.
Your primary objective is the restoration of normal service operation as soon as possible following a major incident, to ensure the minimum adverse impact to business operations, within the agreed Service Level Agreement (SLA).
Duties and Responsibilities :
Responsible for preventing problems and the resulting incidents from open problems from occurring. Supports the knowledge management process by contributing to Known-Error Data in the Knowledge base.
Ensure all necessary updates to the Knowledge Management System are undertaken.
Location and environment
This role will be based in our beautiful Century City offices in Cape Town; however, you will work amongst a wider team split across client sites, London, Cape Town and Manchester offices.
Our culture is non-hierarchical and one which stems from a work hard but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form.
Required skills and capabilities
The ideal candidate will have / be :