About the Role
Hi, I'm Zandile Vanqa, your Recruiter and guide to joining CSG. At CSG, you're more than your CV. We value your unique background and believe your perspective will help us elevate the work we do together. By channelling the power of all, we transform ordinary experiences into extraordinary ones- for both our customers and our employees. Channel the power of YOU and begin the journey to becoming a CSGer
As a Major Incident Specialist I, you will play a vital role in CSG’s IT Service Continuity and Incident Management function. You will actively monitor enterprise applications, perform real-time incident assessments, and drive initial triage when business-critical issues arise. Working alongside seasoned technical professionals, you will coordinate rapid recovery efforts, maintain stakeholder communications, and partner with Problem Management to identify root causes and prevent recurring issues.
What You’ll Do
- System & Event Monitoring: Actively monitor CSG applications, infrastructure, and performance events using enterprise observability and alerting toolsets to detect potential disruptions early.
- Major Incident Response: Serve as the initial point of contact and facilitator for critical system alerts, initiating triage, severity assessments, and rapid stakeholder engagement.
- Communication & Coordination: Facilitate cross-functional bridge calls, maintain real-time whiteboard/incident status updates, and draft business-impact communications during high-priority incidents.
- Data Analysis & Continuous Improvement: Pull and analyze incident metrics to collaborate with Problem Management, helping identify root causes and long-term remediation actions.
- Shift Operations: Support 24/7/365 coverage through rotational shift work, including weekends, public holidays, and coverage shifts as needed.
What You Bring
- Citizenship: South African Citizen.
- Degree in Information Technology, Business Information Systems, BCom, Linguistics/Communications, or a related field.
- 1-3 years' experience in related field
- Exceptional verbal and written English communication skills, with the ability to convey complex technical information clearly under pressure.
- Prior customer service, call center, or service desk experience is an advantage.
- Strong analytical and problem-solving skills, high attention to detail, self-discipline in a remote environment, and a calm demeanor during high-pressure situations.
- Must be available to work in a hybrid environment including shift work.
Who Will Excel in This Role
- The Clear Communicator: You effortlessly connect cross-functional technical teams and global stakeholders while maintaining composure in fast-paced environments.
- The Problem Solver: You are naturally curious, proactive about finding why things break, and focused on practical solutions.
- The Adaptable Teammate: You thrive in dynamic 24/7 environments, embracing shift flexibility, remote autonomy, and continuous learning.
What We Offer
- Professional Development: Structured training, continuous skill development, and clear career progression pathways within IT Service Management.
- Remote Flexibility: Work-from-home setup supported by collaborative, modern digital workplace tools.
- Inclusive Culture: Active participation in Employee Belonging Groups and global diversity initiatives.
Location(s):
ZA.National.RemoteSouth Africa Remote, ZA.Cape Town.Office, ZA.Centurion.OfficeAccommodation:
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
Our Guiding Principles:
Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.
Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.
Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
Our Story:
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.
Skills Required
- South African citizenship
- Degree in Information Technology, Business Information Systems, BCom, Linguistics, Communications, or a related field
- 1-3 years of experience in a related field
- Exceptional verbal and written English communication skills
- Strong analytical and problem-solving skills
- High attention to detail and self-discipline in a remote environment
- Calm demeanor during high-pressure situations
- Availability to work in a hybrid environment, including rotational shift work
- Prior customer service, call center, or service desk experience
CSG Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CSG and has not been reviewed or approved by CSG.
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Flexible Benefits — A remote‑first, work‑from‑anywhere approach and paid volunteer time off are emphasized as core parts of the package. This flexibility is highlighted alongside standard health coverage and time‑off offerings.
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Leave & Time Off Breadth — Unlimited or generous PTO, paid holidays, separate sick time, and parental leave are described as standout elements, with mentions of an optional PTO buyback in some cases. These practices position time off as a notable strength.
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Retirement Support — A 401(k) with company match and immediate vesting is presented as a strong component of the package. This supports longer‑term financial security for employees.
CSG Insights
What We Do
Customer experience, commerce and payments have changed forever. With innovative new technologies like 5G and AI reshaping consumer expectations, it’s up to brands to deliver digital, engaging experiences that win over customers, no matter where they are in their customer journey. That’s where CSG comes in. CSG is a purpose-driven, high-growth SaaS platform company helping some of the world’s most recognizable brands solve their toughest business challenges. We’re a trusted partner to global companies that want to evolve to meet the demands of today’s digital economy, with future-ready solutions that drive exceptional customer experiences.
Why Work With Us
We're high on respect and low on ego, making us an easy company to do business with and the best place to work. We cultivate a culture based on integrity, innovation, and impact across all our locations, so our people show up as the most authentic version of themselves and can work together to build a more future-ready world. #ChooseCSG
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