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Incident Management Technical Lead

The Incident Management Technical Lead will work with a team of analysts to provide end to end proactive incident management services to multiple international customers. He / She will report to the Incident Management Team Leader

The team will consist of approximately 20 incident analysts across multiple customer.

Certain customers containing a ring-fenced set of analysts.

Job requirements: 


Day to Day Duties


·         As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.

·         Always meet customer expectations

·         Communication internally and to customer should be on time.

·         Time management:

·         Lunch & breaks = 1 hour daily in total


Relationship management:

  • Will have to collaborate with Team Members, Customers and Client Management team.
  • Liaises with service desk team leader in order to ensure alignment and to improve escalated operational issues.
  • Regular meetings with internal incident management analysts to ensure the focus and communication is effective and efficient
  • Regular meetings and session with the 1st line technical leads and team leaders discussing Highlights, Lowlights, Issues and risks.

Work management:

·         Provide end to end proactive incident management services to multiple international customers.

·         Ensuring the teams processes and procedures being followed are to the same industrialised standard process shared with both UK & SA.

·         Escalate problems as appropriate to your Team Leader in order to ensure consistent timely resolution of issues raised.

·         Oversee and be responsible for all Incident management documentation pertaining to each customer.  Ensure accuracy, quality and completeness of service desk documentation

·         Act as 2IC in absence of your Team Leader

·         Facilitate meetings and conference calls

·         Chair and host meetings / minute taking and documenting actions




·         Custodian of the folder structure housekeeping.

·         Review documentation, identify gaps and be responsible for creating documentation adhering to standards & quality

·         Keep in line with the CC standards, only deviating when contractual obligated too or agreed with SM’s in UK.


·         Being accountable for actions

·         Mentoring and providing advice and guidance to peers

·         Leading by example – Punctual, role model etc.

·         Strong sense of maturity towards work and colleagues

·         Supportive


·         Experienced within the ITIL Service Desk

·         Positive and adaptable attitude, pleasant and friendly.

·         Demonstrate knowledge and proficiency in working within an ITIL conformant Incident management environment

·         Good personal presentation.

·         Ability to communicate effectively at all levels, both written and verbal.

·         Ability to perform well under pressure.

·         Works accurately and with eye for detail.

·         Handles in the best interest of both customer and company.

·         Ability to facilitate multi-departmental functions, to achieve necessary success.

·         Ability to compile and analyze data.

·         Willingness to be a member of a dedicated team showing eagerness to drive forward.

·         Ability to work under minimum supervision

·         Mentor and leadership to each member of the team

·         Set the example and being a role for each member of the team




·         Grade 12 – subjects:  Mathematics, Computer Science.

·          Excellent working knowledge of MS Operating System & MS Office

·         Strong documentation skills in PowerPoint and Excel

·         ITIL Foundation V3

·         1 - 2 years prior experience in the ITIL Incident management team / strong leadership skills



·         MCP

·         MCITP

Start Date:

  • Immediately


Reference Number: 





Western Cape - Northern Suburbs (Cape)




Market Related

Job Type: 



Information Technology