39 Incident Management jobs in South Africa

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Direct message the job poster from xneelo (Pty) Ltd

At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

About the role

In the dynamic world of IT, incidents are an inevitable part of the journey. At xneelo, we don't just react to challenges; we embrace them as pivotal opportunities for growth and resilience. We're seeking a creative, intelligent, and resourceful Incident Management Practice Lead to propel our incident response and resolution capabilities to unprecedented levels.

Reporting directly to the Head of IT Infrastructure, you will be the definitive owner of xneelo's Incident Management practice. Your mission will be to embed its principles and practices deeply across the entire organisation, transforming every incident into a powerful learning experience.

Key Responsibilities:

• Own and Evolve the Practice: Take full ownership of xneelo's Incident Management Practice, continuously refining processes, tools, and best practices.
• Evangelise Incident Management: Champion the value and importance of a robust incident management culture across all teams.
• Drive Process Excellence: Develop and implement streamlined incident processes, ensuring clarity, efficiency, and consistent application.
• Empower Through Training: Design and deliver comprehensive training programs to equip all employees with the knowledge and confidence to effectively identify, report, and contribute to incident resolution.
• Lead and Empower Champions: Steer our dedicated group of incident management champions, guiding their discussions to identify challenges and unearth key learnings. This will strengthen the group's capacity to drive incident management maturity across the organisation through effective incident handling and conducting blameless post-mortems.
• Foster a Learning Culture: Cultivate an environment where every incident is seen as a crucial learning opportunity, systematically reducing the likelihood of future repeats.
• Drive Continual Improvement: Apply a tenacious approach to identify root causes, implement preventative measures, and ensure ongoing enhancements to our systems and processes.

What You'll Bring:

You are an exceptional individual with a blend of critical skills and an invaluable mindset -

• Exceptional Communication & Collaboration: An excellent communicator, both verbally and in writing, you excel at building rapport and fostering strong relationships. You get on well with people and are adept at navigating crucial conversations with a candid, "clear and kind" approach. You're comfortable partnering with product owners, engineering, support, and leadership to align on priorities, balance trade-offs, and implement incident practice improvements without unnecessarily disrupting product delivery. You also have experience working with 3rd party systems and collaborating with 3rd party suppliers.
• Deep Technical Expertise & Experience: You possess relevant IT systems management experience, with a clear advantage in incident management. You have broad exposure relating to software systems, IT infrastructure & security, and data centers. Crucially, you have a successful track record at running Root Cause Analysis sessions, often known as Blameless Post-Mortems.
• Growth Mindset & Innate Service: A fast learner, you embody humility, readily saying “I messed up” and “I don’t know, please help” when needed. You bring an innate customer service mindset to every challenge, understanding the profound impact of incident management on customer confidence.
• Strategic & Operational Impact: You are able to bridge operational incident response with long-term resilience planning, actively contributing to process design, automation opportunities, and overall organisational incident readiness.
• Strong Organisational Acumen: Possessing strong administrative and organisational skills, you can manage complex processes and documentation with precision and efficiency.

Why Join xneelo?

At xneelo, our sincere desire is for our team members to be inspired by their success and able to operate with a high level of discretion and autonomy, always guided by our principles and values. This role offers a unique opportunity to shape foundational operational excellence, contribute directly to customer satisfaction, and grow your expertise within a leading hosting provider. We hope this appeals to you and look forward to hearing from you.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at xneelo (Pty) Ltd by 2x

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At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

About the role

In the dynamic world of IT, incidents are an inevitable part of the journey. At xneelo, we don't just react to challenges; we embrace them as pivotal opportunities for growth and resilience. We're seeking a creative, intelligent, and resourceful Incident Management Practice Lead to propel our incident response and resolution capabilities to unprecedented levels.

Reporting directly to the Head of IT Infrastructure, you will be the definitive owner of xneelo's Incident Management practice. Your mission will be to embed its principles and practices deeply across the entire organisation, transforming every incident into a powerful learning experience.

Key Responsibilities:

• Own and Evolve the Practice: Take full ownership of xneelo's Incident Management Practice, continuously refining processes, tools, and best practices.

• Evangelise Incident Management: Champion the value and importance of a robust incident management culture across all teams.

• Drive Process Excellence: Develop and implement streamlined incident processes, ensuring clarity, efficiency, and consistent application.

• Empower Through Training: Design and deliver comprehensive training programs to equip all employees with the knowledge and confidence to effectively identify, report, and contribute to incident resolution.

• Lead and Empower Champions: Steer our dedicated group of incident management champions, guiding their discussions to identify challenges and unearth key learnings. This will strengthen the group's capacity to drive incident management maturity across the organisation through effective incident handling and conducting blameless post-mortems.

• Foster a Learning Culture: Cultivate an environment where every incident is seen as a crucial learning opportunity, systematically reducing the likelihood of future repeats.

• Drive Continual Improvement: Apply a tenacious approach to identify root causes, implement preventative measures, and ensure ongoing enhancements to our systems and processes.

What You'll Bring:

You are an exceptional individual with a blend of critical skills and an invaluable mindset -

• Exceptional Communication & Collaboration: An excellent communicator, both verbally and in writing, you excel at building rapport and fostering strong relationships. You get on well with people and are adept at navigating crucial conversations with a candid, "clear and kind" approach. You're comfortable partnering with product owners, engineering, support, and leadership to align on priorities, balance trade-offs, and implement incident practice improvements without unnecessarily disrupting product delivery. You also have experience working with 3rd party systems and collaborating with 3rd party suppliers.

• Deep Technical Expertise & Experience: You possess relevant IT systems management experience, with a clear advantage in incident management. You have broad exposure relating to software systems, IT infrastructure & security, and data centers. Crucially, you have a successful track record at running Root Cause Analysis sessions, often known as Blameless Post-Mortems.

• Growth Mindset & Innate Service: A fast learner, you embody humility, readily saying “I messed up” and “I don’t know, please help” when needed. You bring an innate customer service mindset to every challenge, understanding the profound impact of incident management on customer confidence.

• Strategic & Operational Impact: You are able to bridge operational incident response with long-term resilience planning, actively contributing to process design, automation opportunities, and overall organisational incident readiness.

• Strong Organisational Acumen: Possessing strong administrative and organisational skills, you can manage complex processes and documentation with precision and efficiency.

Why Join xneelo?

At xneelo, our sincere desire is for our team members to be inspired by their success and able to operate with a high level of discretion and autonomy, always guided by our principles and values. This role offers a unique opportunity to shape foundational operational excellence, contribute directly to customer satisfaction, and grow your expertise within a leading hosting provider. We hope this appeals to you and look forward to hearing from you.

At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

About the role

In the dynamic world of IT, incidents are an inevitable part of the journey. At xneelo, we don't just react to challenges; we embrace them as pivotal opportunities for growth and resilience. We're seeking a creative, intelligent, and resourceful Incident Management Practice Lead to propel our incident response and resolution capabilities to unprecedented levels.

Reporting directly to the Head of IT Infrastructure, you will be the definitive owner of xneelo's Incident Management practice. Your mission will be to embed its principles and practices deeply across the entire organisation, transforming every incident into a powerful learning experience.

Key Responsibilities:

• Own and Evolve the Practice: Take full ownership of xneelo's Incident Management Practice, continuously refining processes, tools, and best practices.

• Evangelise Incident Management: Champion the value and importance of a robust incident management culture across all teams.

• Drive Process Excellence: Develop and implement streamlined incident processes, ensuring clarity, efficiency, and consistent application.

• Empower Through Training: Design and deliver comprehensive training programs to equip all employees with the knowledge and confidence to effectively identify, report, and contribute to incident resolution.

• Lead and Empower Champions: Steer our dedicated group of incident management champions, guiding their discussions to identify challenges and unearth key learnings. This will strengthen the group's capacity to drive incident management maturity across the organisation through effective incident handling and conducting blameless post-mortems.

• Foster a Learning Culture: Cultivate an environment where every incident is seen as a crucial learning opportunity, systematically reducing the likelihood of future repeats.

• Drive Continual Improvement: Apply a tenacious approach to identify root causes, implement preventative measures, and ensure ongoing enhancements to our systems and processes.

What You'll Bring:

You are an exceptional individual with a blend of critical skills and an invaluable mindset -

• Exceptional Communication & Collaboration: An excellent communicator, both verbally and in writing, you excel at building rapport and fostering strong relationships. You get on well with people and are adept at navigating crucial conversations with a candid, "clear and kind" approach. You're comfortable partnering with product owners, engineering, support, and leadership to align on priorities, balance trade-offs, and implement incident practice improvements without unnecessarily disrupting product delivery. You also have experience working with 3rd party systems and collaborating with 3rd party suppliers.

• Deep Technical Expertise & Experience: You possess relevant IT systems management experience, with a clear advantage in incident management. You have broad exposure relating to software systems, IT infrastructure & security, and data centers. Crucially, you have a successful track record at running Root Cause Analysis sessions, often known as Blameless Post-Mortems.

• Growth Mindset & Innate Service: A fast learner, you embody humility, readily saying “I messed up” and “I don’t know, please help” when needed. You bring an innate customer service mindset to every challenge, understanding the profound impact of incident management on customer confidence.

• Strategic & Operational Impact: You are able to bridge operational incident response with long-term resilience planning, actively contributing to process design, automation opportunities, and overall organisational incident readiness.

• Strong Organisational Acumen: Possessing strong administrative and organisational skills, you can manage complex processes and documentation with precision and efficiency.

Why Join xneelo?

At xneelo, our sincere desire is for our team members to be inspired by their success and able to operate with a high level of discretion and autonomy, always guided by our principles and values. This role offers a unique opportunity to shape foundational operational excellence, contribute directly to customer satisfaction, and grow your expertise within a leading hosting provider. We hope this appeals to you and look forward to hearing from you.

Divisional Head: Security Infrastructure and Incident Management

Location: Pretoria

Description

The main purpose of this position is to provide leadership and strategic direction for the Security Infrastructure and Incident Management Division, which includes the provision/oversight of the physical security systems, physical security infrastructure, and security liaison and response functions.

The successful candidate will be responsible for the following key performance areas:

• Oversee functions of the division (i.e. the provision/oversight of the physical security systems, physical security infrastructure, and security liaison and response functions).
• Provide input into the departmental strategy and policy in line with the South African Reserve Banks (SARB) strategy, and communicate and clarify the vision and strategic goals of the department to own team.
• Develop and implement policies for the division in support of the departmental strategy.
• Develop and implement the divisional operational plan to ensure strategic and operational objectives are achieved.
• Ensure compliance with policy, procedures and audit findings to mitigate risk in the division.
• Oversee the management of all personnel and resources allocated to the division.
• Create a performance culture in the division, define performance expectations and conduct effective performance management of direct reports.
• Oversee the divisional costs, ensuring alignment with related functions and the organisational value chain.
• Oversee and authorise the provision of management information for decision-making purposes.
• Oversee the provision of security systems management for the SARB Group to ensure that appropriate security infrastructure is utilised, and that adequate support and maintenance mechanisms are in place.
• Oversee the design, implementation and maintenance of security systems to ensure a secure operational environment.
• Oversee the SARB Groups capacity to manage and coordinate all incidents through the National Operations Centre (NOC).
• Oversee the provision of security services across the SARB Group in line with the service delivery model.
• Oversee the National Incident Management Centre and ensure that the SARB Group is able to adequately and appropriately detect, respond and recover from relevant incidents.
• Oversee physical assets and infrastructure design elements within a facility for security purposes unrelated to systems.

Job requirements

• Honours degree/Postgraduate Diploma (NQF8) in Computer Science, Information Technology or an equivalent qualification;
• a minimum of 10 years experience in a security and/or systems management environment with at least five years in a senior management position; and sound knowledge and experience in areas such as incident management, infrastructure management, security systems management and stakeholder engagement.

The following would be an added advantage:

• Successfully completed a Senior Management Development Programme.
• Additional requirements include:
• leading change;
• strategic thinking;
• building and maintaining trust;
• developing and empowering others;
• fostering diversity and inclusion;
• leading teams through effective communication and collaboration;
• managing complexity and ambiguity;
• building and maintaining relationships;
• a drive for results; and
• Sound judgement and decision-making skills.

Ultima Cape Town, Western Cape, South Africa

Ultima Cape Town, Western Cape, South Africa

Direct message the job poster from Ultima

Service Desk Engineer

Location - Onsite - Cape Town

Hours - 5 days a week. Working 40 hours per week between 7am to 7pm. Working 2 weekends per month/4 week period on average.

About this role:

The 1st line Support Engineer provides technical support to resolve technical issues related to IT hardware, software, and network connectivity. We have a supportive and collaborative environment where you can contribute your customer service and IT support experience to help exceed customer expectations.

The ideal candidate will be friendly and have great written and verbal communications skills along with a warm and professional demeanour and a willingness and ability to learn new skills within the IT industry.

Do you have:

Experience on an IT service desk?

Great problem-solving skills?

Training:

Your first two weeks of training will be with one of our friendly trainers who are 1st line engineers themselves. They will teach you how to use our service desk software to log tickets and take phone calls. You will then move onto customer specific training to learn their processes. At the end of the week you will be assigned a buddy on the service desk who will be available to help on all your calls until you are comfortable to work more independently.

Day to Day:

Once training is completed, your day-to-day duties and responsibilities will include:

• Logging user’s issues or requests utilising our ticketing tool (ITSM tool).
• Troubleshooting, resolving or escalating user’s issues via phone call, web chat or via our ITSM tool ServiceNow.
• Updating your team lead on knowledge or training gaps which if filled will help you provide

better service to our customer.

• Thrive in a team environment, operating efficiently and effectively, while valuing diverse perspectives.
• Show determination to meet or exceed our customer centric call quality audit targets.

· Willingness to learn

· Ability to build good relationships with others

· Good written and verbal communication skills

· An understanding of how to use Microsoft Office/O365 applications

· An understanding of Active directory and Microsoft Exchange

· Self-motivated

· Organisation and time management skills

· Adaptable to change

• Seniority level Associate

• Employment type Full-time

• Job function Information Technology and Customer Service
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Ultima by 2x

Cape Town, Western Cape, South Africa 1 week ago

Cape Town, Western Cape, South Africa 1 week ago

Cape Town, Western Cape, South Africa 4 days ago

Cape Town, Western Cape, South Africa 4 days ago

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DUTIES AND RESPONSIBILITIES:

Team Leadership & Management:

1. Manage the daily operations of the Service Desk team, including 1st and 2nd line support
2. Build and maintain a cohesive team; coach, mentor, and develop staff
3. Ensure the team is aligned with business goals and service objectives
4. Lead by example, modeling the desired work ethic and professional behavior

Service Delivery & SLA Management:

1. Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues
2. Track, analyze, and report on performance against SLAs and other key service metrics
3. Coordinate escalations and resolve high-priority incidents in a timely manner
4. Implement and monitor service improvement plans

Process & Continuous Improvement:

1. Identify and implement process improvements to enhance service desk efficiency and service quality
2. Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards
3. Drive the adoption of tools and technologies to improve service delivery

Reporting & Metrics:

1. Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction
2. Analyze trends and use data to identify areas for improvement

Stakeholder Management:

1. Serve as the primary point of contact for all service desk-related issues within the organization
2. Communicate effectively with key stakeholders, ensuring alignment with business objectives
3. Manage relationships with external vendors and partners where applicable

Technical Support & Escalation Management:

1. Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests
2. Provide guidance and escalation support for the team on complex technical issues
3. Collaborate with other IT teams to ensure seamless resolution of cross-functional issues

REQUIREMENTS:

1. 5+ years of experience in IT technical support, including 2+ years in a managerial role
2. Demonstrated experience managing 1st and 2nd line support teams
3. Experience working under high-pressure environments and adhering to SLAs
4. Strong background in ITIL or other relevant service management frameworks
5. Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems. Hands-on experience in troubleshooting technical issues across a range of technologies and platforms
6. Knowledge of helpdesk ticketing systems and performance metrics reporting
7. Familiarity with cloud technologies, VPNs, remote access, and desktop support
8. Soft Skills: Strong leadership, communication, and interpersonal skills. Ability to coach and develop a team while fostering a positive and productive working environment. Excellent problem-solving skills with the ability to handle complex and escalated issues. High level of accountability and ownership for the Service Desk's performance

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Job Title: Service Desk Engineer (Hybrid – Cape Town)

We’re looking for a skilled Service Desk Engineer to join our dynamic IT team based in Cape Town . This hybrid role requires working in-office three times a week , with the flexibility to work remotely on the remaining days.

Key Responsibilities:

• Provide first- and second-line technical support to end users.

• Troubleshoot hardware, software, and network issues.

• Manage service requests and incidents through the ticketing system.

• Collaborate with internal teams to ensure timely issue resolution.

Requirements:

• Proven experience in a service desk or IT support role.

• Strong knowledge of Windows OS, Microsoft 365, and basic networking.

• Excellent communication and problem-solving skills.

• Customer-focused with a proactive approach.

If you're a tech-savvy professional who thrives in a collaborative environment, we’d love to hear from you!