IT Service & Incident Manager

What We'll Bring

At TransUnion, a leader in the information services industry, we've made a habit of impacting the world around us. Our commitment to technology is second to none. And because we constantly encourage new ideas and new thinking from our employees, our continued growth is assured. Our Johannesburg office is looking for an IT Service and Incident Manager.

What You'll Bring

• 12+ years software development projects experience
• ITSM certification (or commitment to gaining ITSM certification promptly – budgets allowing)
• Project management qualification, skills and experience in an agile context including structure and planning competency
• The ability to manage changes, consider impacts and re-plan accordingly
• Experience in problem, incident management and outage management
• Experience in or management of software development
• Deep understanding of the bureau’s technical landscape will be a benefit
• Strong understanding of technology, and the full SDLC
• The ability to lead teams, drive teams to desired outcomes and ensure clarity of each person’s role within the team
• The ability to form relationships based on mutual respect and understanding
• Strong ability to work with people including a high EQ and the ability to have tough conversations
• Excellent written and verbal communication skills
• An understanding of deployment and release management processes and considerations
• A track record of success in past roles

Responsibilities

Impact You'll Make

Working closely with both SEC, Infrastructure and Applications teams in the documentation and definition our IT Service Management landscape including:

• Documenting and maintaining our service strategy – specifically initially focusing on:

- Incident management process (including facilitating the re-imagination of how teams currently attend to incidents)

- Problem management process

- Change management process

- Documenting the IT Service catalog

- Documenting policy and procedure management processes with support from legal, audit and compliance

- Documenting asset management processes (including server and application)

Working with stakeholders such as Scrum Masters, Technology Leads, SEC, Infrastructure and InfoSec in the co-ordination, planning and execution of incident management. Own, coordinate and drive the resolution of tickets including:

• Drive resolution of priority one and two incidents and outages
• Drive overall ticket resolution within SLA’s

Working with stakeholders such as Delivery & Release Assurance Managers, Scrum Masters, Technology Leads, SEC and Infrastructure in the co-ordination, planning and execution of problem management specifically covering:

• Prioritization of high priority defects
• Oversee allocation and resolution of defects

Owning and driving compilation (and later automation) of reports and dashboards pertaining to service management, specifically including:

• Ticket prioritization, aging, resolution and SLA’s
• Defect prioritization, aging, resolution and SLA’s
• Service availability
• Volumes