Lead: Incident Digital Consumer & Customer Job at The Coca-Cola Company

Job Description

• Coca-Cola Beverages Africa (CCBA) presents an exciting opportunity for a Lead: Incident Digital Consumer & Customer to join the Technology Enablement team at CCBA. The role will report to the Group Head: Technology Enablement.

Key Purpose:

• To lead and govern incident, major incident and problem management across the technology environment, ensuring rapid restoration of business-critical services, minimising operational disruption and reducing the recurrence of incidents through strong ITSM governance, root cause management and continuous service improvement

Key Duties & Responsibilities
Key Outputs and Accountabilities include, but are not limited to:

• Incident & Major Incident Management: Lead the end-to-end incident and major incident management process, ensuring rapid restoration of services and effective coordination during business-impacting incidents.
• Problem Management & Root Cause Resolution: Drive root cause analysis and problem management to reduce repeat incidents and improve long-term service stability.
• ITSM Process Governance: Own and continuously improve assigned ITSM processes, ensuring adherence to organisational and ITIL standards.
• Business-Critical Platform Support: Act as an operational focal point for critical technology platforms, proactively managing service risks and performance.
• Service Improvement: Identify and deliver initiatives that improve service quality, reduce operational risk and enhance user experience.
• Stakeholder & Escalation Management: Provide clear, credible and timely communication to business and technology stakeholders during critical incidents.
• ITSM Platform Optimisation: Support workflow automation, reporting, analytics and optimisation of ITSM platforms.
• Vendor, Compliance & Cost Governance: Manage vendor performance, operational compliance, software lifecycle considerations and cost optimisation.

Skills, Experience & Education

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems or a related discipline.
• ITIL v4 Foundation Certification required.
• ITIL Intermediate/Managing Professional certification advantageous.
• Service Management or Operations Management certification advantageous.

Experience

• 4–5 years’ experience in IT Service Management, Incident Management, Major Incident Management or IT Operations.
• Experience operating in complex enterprise environments.
• Experience managing incidents across infrastructure, applications, cloud, cybersecurity and vendor ecosystems.
• Practical experience with ITIL-based Incident, Major Incident and Problem Management.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy or ManageEngine.
• Experience managing service providers and supporting audit and compliance requirements.

Skills

• Incident and Major Incident Management
• IT Service Management
• Root Cause Analysis and Problem Solving
• Stakeholder and Escalation Management
• Vendor Management
• Governance, Risk and Compliance
• Service Improvement
• Reporting and Analytics
• Strong communication and influencing capability

Deadline:3rd September,2026