Overview Mass Foundation Cluster is one of the largest customer-facing business segments in Old Mutual. The IT Service Operations Incident Management role promotes adherence to incident workflow processes, ensuring effective and timely handling of service interruptions. Responsibilities Oversee the major incident management process. Set up and host bridge calls. Prioritise incidents with Service Delivery Managers based on business impact. Drive major incidents end‑to‑end, collaborating with technical teams, stakeholders, and external vendors. Coordinate resources to restore services. Produce incident reports for senior IT management and business partners. Utilise the IT Service Management (ITSM) tool (e.g., ServiceNow) to workflow tickets per standard processes, procedures, and policies. Understand and adhere to Change Management during service restoration. Hand over to Problem Management after restoration of major disruptions. Manage escalations and complaints for non‑major incidents until final resolution. Identify enhancements to the ITSM tool to improve user experience. Identifying process, people, and technology improvements for end‑to‑end ITSM management (Service Improvement Initiatives). Develop, maintain, and deliver training on the ITSM tool, incident process, standards, and procedures. Promote adherence to policies and procedures associated with Incident Management. Produce standard and ad hoc reports using the ITSM system. Provide input for annual audits for internal and external auditors. Maintain positive collaboration across all ITSM processes (Service Desk, Configuration, Incident, Request, Problem, Change, Security, Service Level Management, Customer Engagement, Service Catalogue). Assist and guide projects introducing new or amended IT services into the ITSM system, enabling new roles where required. Qualifications & Experience IT degree in computer science or related field (beneficial). 1 to 2 years of experience in Incident Management (preferred). Understanding of ITSM management systems and concepts. Strong written and verbal communication skills, able to translate technical information for business or non‑technical stakeholders. ITIL certification or comparable (preferred). Knowledge of Incident/Problem trending. Additional Certifications (Advantageous) Major Incident Management certificate. ITIL v4 Foundation certificate. Cloud Foundation certificate. Core Skills Collaboration, IT Operations Support, IT Service Management (ITSM), IT Service Operation, Major Incident Management. Reporting, Risk Management, ServiceNow IT Service Management. Training, written & verbal communication, decision quality, accountability, complexity management, process optimisation, planning and alignment. 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. Closing date: 04 June 2026, 23:59. #J-18808-Ljbffr