12 Problem Management jobs in South Africa

Application Developer-IT Service Management Join to apply for the Application Developer-IT Service Management role at Blue Pearl Application Developer-IT Service Management 2 weeks ago Be among the first 25 applicants Join to apply for the Application Developer-IT Service Management role at Blue Pearl Job DescriptionDescription: Develop Solutions Using Remedy: Installation and Configuration of BMC Remedy Suite including TSO Strong knowledge and experience with ITIL Concepts (e.g. Incident, Request, Problem, Change, Service Level, Release and Knowledge Management) Integration of BMC Remedy with 3rd party systems BMC Remedy and TSO Development Configuration of Service Catalogues A good understanding of the features of BMC Remedy Digitalisation strategy Dashboard creation on Smart Reporting Report creation using Business ObjectsAutomation Scripting Good Knowledge of Linux, Oracle SQL, Perl and Shell scripting Good Knowledge of Telecom Domains like Radio Access Network, Mobile Core, Transmission etc. Working knowledge of Networking concepts like UDP/TCP, MPLS, BGP etc Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Blue Pearl by 2x Get notified about new Information Technology Application Developer jobs in Cape Town, Western Cape, South Africa . Cape Town, Western Cape, South Africa 3 days ago City of Johannesburg, Gauteng, South Africa 4 days ago Mobile and Web Tester - 1 year contract - Cape Town - Hybrid Cape Town, Western Cape, South Africa 3 days ago Cape Town, Western Cape, South Africa 15 hours ago Cape Town, Western Cape, South Africa 3 weeks ago Cape Town, Western Cape, South Africa 2 months ago Cape Town, Western Cape, South Africa 4 weeks ago Cape Town, Western Cape, South Africa 4 weeks ago Cape Town, Western Cape, South Africa 4 weeks ago Cape Town, Western Cape, South Africa 2 weeks ago Mobile and Web Tester - 1 year contract - Cape To Cape Town, Western Cape, South Africa 3 days ago Cape Town, Western Cape, South Africa 3 days ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 5 days ago Intermediate Test Engineers - Cape Town based candidates Only - 1 year Contract - Hybrid Cape Town, Western Cape, South Africa 4 days ago Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 2 months ago Freelance Software Developer (C#) - AI Trainer Cape Town, Western Cape, South Africa 5 days ago Cape Town, Western Cape, South Africa 1 week ago Junior Software Development Engineer (CPT) Cape Town, Western Cape, South Africa 4 days ago Cape Town, Western Cape, South Africa 1 month ago Stellenbosch, Western Cape, South Africa 1 day ago Cape Town, Western Cape, South Africa 16 hours ago Cape Town, Western Cape, South Africa ZAR350,000.00-ZAR420,000.00 1 month ago Cape Town, Western Cape, South Africa 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

IT Service Desk Manager – Incident Management Location:North West
Industry:IT
Salary:£4000 - £5000 per annum + Pension, Medical, Gym
Posted:04/09/2024
Description

IT Service Desk Manager, Incident Management, Product Support, ITIL, SLA/KPI, External Customers, Stakeholder management, Software Delivery – Warrington – 50K (hands-on, not man-management)

* Are you an IT Service Desk Manager who can kick-start a service desk function for a software vendor?
* Are you ITIL trained?
* Do you have experience in Incident management?

Global tech client is looking for a Hands-on Service Desk Manager to be the sole Service Desk specialist in this area of the business.

Working closely with the Service Manager, you will play a crucial role in providing exceptional technical support and will be responsible for making sure that services are being seamlessly delivered to external customers. The ideal candidate will still be hands-on & technical from a product support perspective but also be involved in the day-to-day operations of the service desk. This is an opportunity to grow the service function within the overall business.

A specific training plan is provided for all company products supported on the desk.

Contact me on 0-7-7-9-1-6-1-5-7-0-3 for job spec and client details.

Responsibilities

* Resolving customer issues, incidents, and problems where feasible, through product knowledge and technical investigation.
* Develop trusted relationships with clients and stakeholders responsible for services.
* Ensure adherence to service management principles – ITIL led; Configuration management, problem management, change management, IT helpdesk function, release, and version control.

Skills & Experience

* 5+ years’ service desk/Incident management experience
* Working within a product support role alongside IT technicians and engineers
* Experience in utilising the ITIL framework in the delivery of IT services.
* Experience in overall infrastructure, desktop support, Microsoft & Office 365 suite (Outlook, Exchange, etc.).
* Previous experience of software delivery and/or delivering project services to multi-client environments.

This role has a fantastic career path. There are plans for this role to grow and build a team.

Salary on offer is up to 50K + Bens. Free parking onsite. This is an office-based role. No homeworking. Some flex around start and finish. Office based in the Warrington area, commutable from Wigan, Manchester, and Liverpool.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.

Jo Bevington

Recruiter:Jo Bevington Phone: 0161 913 2621
Email: My Social

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Business Analyst - IT Service Management Company

Hire Resolve is currently seeking a Business Analyst to join our client's team in Johannesburg. As a Business Analyst, you will play a crucial role in understanding and analyzing business needs, defining requirements, and facilitating effective communication between stakeholders and technical teams.

In this role, you will work closely with project managers, developers, and other key stakeholders to gather and document requirements, conduct gap analysis, and contribute to the successful delivery of projects. You will also be responsible for supporting the implementation of new systems or functionalities, conducting user training, and ensuring overall project success.

Requirements:

• Previous experience as a Business Analyst in a professional services environment
• Bachelor's degree in business, finance, and/or IT
• Project Management qualification
• 3+ years' experience involving business analysis, process mapping, or involvement in new system implementation
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Experience in gathering and documenting business requirements
• Agile project management experience (advantageous)
• Ability to work collaboratively with cross-functional teams
• Ability to analyze data using MS Excel or Power BI
• Knowledge of project management methodologies
• Proficiency in business analysis tools and software
• Working knowledge of the software development lifecycle

Benefits:

• Salary negotiable

Contact Hire Resolve for your next career-changing move:

• Our client offers a highly competitive salary based on experience.
• Apply today by contacting Chandre Cronje at Hire Resolve or on LinkedIn.
• Visit the Hire Resolve website: hireresolve.us or email your CV to

We will contact suitable candidates within 3 days. If not suitable, your CV will be kept on file for future opportunities.

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About our client: Our client, a global leader delivering innovative solutions, seeks a dynamic and motivated team member to join their high-performing team. The successful candidate will work in a hybrid or office environment, collaborating with a diverse global team to drive results, foster innovation, and contribute to a culture of inclusion and opportunity. Join our client on a 12-month graduate program designed to kickstart your career.What you will be doing: Play a key role in Incident Management support, where you'll conduct status assessments, engage relevant teams, provide whiteboard updates, facilitate clear communications, and contribute to overall incident management during critical situations.Act as the initial point of contact and facilitator for system-generated events, ensuring timely responses and resolutions across multiple systems and environments within the environment.Embrace a dynamic work schedule that includes a variety of shifts, including weekends and holidays, to provide comprehensive support and coverage.What our client is looking for: A BCom, BA in Linguistics and Communication, Business Systems, or an IT-related qualification.Call center experience preferred.Excellent verbal and written communication.Business-level English proficiency.Work Type: Hybrid with 3 days in their Cape TownJob ID: J107014For a more comprehensive list of opportunities that we have on offer, do visit our website - Incident, Specialist, Graduate, Service Desk, Cape Town, USA hours, rotational shifts, BCom Information Systems, BSc Computer Science, 2025 Graduate Program

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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

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• 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.

#J-18808-Ljbffr

Get AI-powered advice on this job and more exclusive features. 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 Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at xneelo (Pty) Ltd by 2x Get notified about new Incident Management Specialist jobs in City of Cape Town, Western Cape, South Africa . City of Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 3 weeks ago Cape Town, Western Cape, South Africa 4 days ago Cape Town, Western Cape, South Africa 4 days ago Cape Town, Western Cape, South Africa 2 months ago Somerset West, Western Cape, South Africa 2 days ago Cape Town, Western Cape, South Africa 4 days ago Cape Town, Western Cape, South Africa 1 week ago Cape Town, Western Cape, South Africa 1 week ago Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

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. #J-18808-Ljbffr

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.