Major Incident Manager

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

You will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.
The purpose of IT Service Operations Incident Management is to promote and reinforce adherence to the incident workflow processes, policies, and procedures are being used for the effective and prompt handling of service interruptions to ensure the overall delivery of service is of a quality standard (as measured against Service Agreements).

Manage Incidents:

• Oversee the major incident management process.

• Set up and host bridge calls.

• Prioritising the incidents in consultation with the Service Delivery Managers based on business impacts.

• Drive Major Incidents from beginning to end working with a wide range of technical teams and stakeholders, including external vendors.

• Coordinate resources to drive service restoration.

• Produce Incident Reports to be distributed to Senior IT Management and Business partners for major disruptions in service.

• Utilise IT Service Management (ITSM) tool (e.g. Service Now) to ensure tickets are being work-flowed according to standard process, procedures, and policies.

• Understand Change Management process to ensure it is adhered to during service restoration activities.

• Handover to Problem Management on restoration of Major disruptions in service.

• Manages escalations and complaint of poor service of non-major incidents until final resolution.

Development and Enhancements:

• Identify enhancements to the ITSM tool to improve the user experience.

• Uses the ITSM system and process to identify process, people, technology improvements within ITSM end to end management (Service Improvement Initiatives)

Training:

• Responsible for the development, maintenance, and education/training of the IT Service Management (ITSM) tool, incident process, standards, and procedures.

• Promote and reinforce adherence to process and policies associated with Incident Management.

Reporting:

• Uses the ITSM system to produce Standard and Ad hoc Reports for identified customers and clients.

Risk Management:

• Provide input to annual audits for both internal and external auditors.

Collaboration:

• Responsible for maintaining a positive collaboration between all the ITSM processes. (Service Desk, Configuration, Incident, Request, Problem, Change, Security, Service Level Management, Customer Engagement, Service Catalogue).

• Assisting and guiding Projects who have new or amended IT Services into the ITSM system and enabling new roles within Towers where required.

Requirements:

• IT degree in computer science or related field, beneficial.

• 1 to 2 years’ experience Incident Management preferred.

• Understanding of ITSM Management systems and ITSM concepts.

• Experience in written and verbal communication skills for the purpose of being able to relate technical information to business or non-technical users/stakeholders.

• ITL certification, or comparable, preferred.

• Knowledge of Incident/Problem trending.

Advantageous:

• A certificate in Major Incident Management (additional modules beneficial).

• A certificate in ITIL V4 Foundation (additional modules beneficial). 

• A certificate in Cloud Foundation (additional Modules beneficial).

Skills

Collaboration, IT Operations Support, IT Service Management (ITSM), IT Service Operation, Major Incident Management, Reporting, Risk Management, ServiceNow IT Service Management (ITSM), Training People, Written Verbal Communication

Competencies

CollaboratesCommunicates EffectivelyDecision QualityEnsures AccountabilityManages ComplexityOptimizes Work ProcessesPlans and AlignsTech Savvy

Education

Bachelors Degree (B)

Closing Date

04 June 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!