Incident Manager

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Vitality Group

Vitality Group, a subsidiary of Discovery Limited is responsible for the expansion of the Vitality Shared-Value Insurance business model beyond South Africa and the UK, serving to fully leverage the assets and intellectual property of Discovery beyond its primary markets. The business forms equity or contractual partnerships with leading global insurers to integrate Vitality and shared value with partner’s insurance and financial services products in the markets where they operate. Vitality Group also operates a business providing wellness solutions to employer groups in the United States. Vitality Health International, a business unit within Vitality Group coordinates and focuses on resource allocation to Discovery’s emerging, global health insurance initiatives. Vitality Group is also responsible for Discovery’s 25 percent equity investment in Ping An Health, the largest comprehensive medical insurer in China.

To date, Vitality Group’s businesses jointly reach more than 27 million unique lives across 39 markets (Argentina, Austria, Australia, Brazil, Canada, Czech Republic, China, Democratic Republic of Congo, Ecuador, France, Germany, Ghana, Hong Kong, Indonesia, Italy, Japan, Kenya, Macao, Malaysia, Mexico, Mozambique, Netherlands, New Zealand, Nigeria, Pakistan, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Korea, Spain, Sri Lanka, Thailand, the United States, Vietnam and Zambia) as well as our primary markets in South Africa and the United Kingdom.

Key Purpose

As owner of the escalation process the Incident Manager will take ownership of Major Incidents, ensuring co-ordination of the resolving parties, effective communication to stakeholders and completion of Post Incident Reviews. This role also requires working flexible hours (24x7) and a willingness to work on-call if required.

Areas of responsibility may include but not limited to

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations
• Ability to effectively operate and communicate efficiently under pressure
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Determines if an incident needs to be escalated according to priority and severity of the issue
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Ensure the closure of all resolved and end-user confirmed Incident records
• Drive cross functional and technical team collaboration during problem resolution
• Facilitate timely identification, escalation, resolution, and follow-up for all outstanding issues
• Identify potential problems and/or increasing trend of repetitive Incidents
• Initiation of a Bridge Call and War Room where required to facilitate restoration of services
• Provide guidance to the Incident Process Coordinators
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
• Manage workload through effective staff capacity management and scheduling
• Available for on-call and emergency response rotation as needed
• Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets
• Attendance at the regular CAB meetings to contribute to discussions and impact assessments of proposed service changes as well as ensuring business impacts and communication is taken care of ahead of changes being implemented
• Escalation of risks and issues to management/executives
  
  

Personal Attributes and Skills

• Fast learner who takes initiative
• Strong and professional communication
• Attention to detail
• Ability to work under pressure
• Adapting and responding to change
• Energetic team player
• Optimizes work processes
• Plans and aligns
• Self-development
• Action oriented

Education and Experience

Education:

• ITIL
• Project Management beneficial
• BSc in Computer Sciences/ Information Systems or equivalent IT tertiary qualification
   
  Experience:

• More than 2 years’ experience in Incident Management
• ITSM Tools (Servicenow experience preferred)
• APM and Infrastructure Monitoring Tools (DynaTrace experience preferred)
• AWS Cloudwatch and integration with other tools
• More than 2 years’ experience troubleshooting and resolving technical issues in a distributed environment
• Implementation and maintenance of a CMDB
• Strong verbal and written communication skills with competency to present to an executive level
   

Knowledge:

• ITIL
• APM and Infrastructure Monitoring Tools

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.