Job Description

To manage and resolve IT incidents and problems efficiently, ensuring minimal disruption to business operations. The role involves identifying root causes, implementing preventative measures, and improving overall IT service delivery, with a strong focus on adherence to ITIL processes and collaboration across business units.Responsibilities:Incident ManagementMonitor, log, and manage IT incidents according to defined SLAs.Communicate effectively regarding incidents across relevant stakeholders.Create and manage war-rooms for critical incidents.Track incidents through to resolution and ensure closure.Ensure ITIL processes related to incident management are strictly followed.Track alerting mechanisms for incident identification and ensure business units implement necessary alerting where gaps are identified.Provide monthly reports on Severity 1 and Severity 2 incidents experienced within CBP.Ensure incident reports are created and distributed for all critical outages.Ensure corrective actions are captured in Jira and followed up to completion.

Problem ManagementTrack incidents that evolve into problems and ensure proper documentation.Ensure business units within CBP create problem records where root causes have not been identified.Conduct root cause analysis and implement permanent solutions to prevent recurrence.Work closely with Change Management to ensure changes linked to incidents or problems are implemented and closed appropriately.

Process Governance & CommunicationEnsure the incident management process is well documented, understood, and communicated across all CBP business units and dependent teams.Liaise with service desk, infrastructure, and application teams to ensure alignment and effective incident/problem resolution.

Reporting & AnalysisGenerate and distribute incident and problem reports to management.Identify trends and recommend improvements to IT processes and service delivery.Qualifications & Experience:Diploma or Degree in IT, Computer Science, or related field.ITIL Foundation certification (ITIL Intermediate or Expert is a plus).3–5 years’ experience in IT incident and problem management.Experience in financial services or banking environment preferred.Skills & Competencies:Strong analytical and troubleshooting skills.Excellent communication and stakeholder management.Ability to work under pressure and manage multiple priorities.Familiarity with ITSM tools (e.g., ServiceNow, Jira, Remedy).Understanding of infrastructure and application support.Proactive approach to process improvement and governance.Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

19/09/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.