Key Responsibility Areas 

• Implementation of ITIL Life Cycle stage (Service Operations) relevant to all types of incidents, requests, problems, events and access management issues raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery 
• Monitoring and evaluation of incidents, request, event and access requirements life cycle against SLA requirements and mitigation of risks 
• Monitoring and evaluation of all escalation mechanisms with regard to management of risk to enable consistent effective service delivery and performance 
• Provide input in planning and facilitating Incident, Request, Event Access Management audits 
• Manage critical and high impact Incidents, Requests, Events and Access Requirements 
• Collaborate with relevant stakeholder in managing the Incident, Request, Event and Access Management life-cycle processes 

 Qualifications and Experience 

• Minimum: 3-year National Diploma in Computer Science, Information Technology, Business Administration/Management or equivalent; and ITIL Foundation Certification. 
• Experience: 3-5 years’ experience in Service Management principles and the application of best practices (i.e ITIL, COBIT, ISO) for Incident, Request, Problem, Event and Access Management; Experience in Service Asset and Configuration Management processes and supporting technologies (i.e ITSM, ARS); Working in a team and team management by applying project management delivery concepts; and Customer interaction.