Established in 2008
Geidea epitomises customer-focused empowerment and commercial success through continuous innovation. Geidea provides best-in-class digital payment solutions, enabling businesses of all sizes to thrive. Our technology reflects our team - smart, innovative, and forward-thinking.
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Job Purpose
We are currently seeking an Incident Manager responsible for overseeing the incident management and resolution process. This role involves prioritizing and escalating IT incidents, coordinating the incident response team, implementing workarounds, conducting trend analyses, and performing root cause analyses when applicable.
Key Accountabilities and Decision Ownership
- Establish and enforce incident response service level agreements (SLAs) in consultation with business end users.
- Analyze the performance of incident management activities to identify problems and devise solutions to enhance service quality.
- Prepare budget proposals and operational expenditure statements.
- Collaborate with other departments to identify and/or procure service management software for internal staff and external clients.
- Conduct research on emerging products, services, protocols, and standards related to help desk technology procurement and development.
- Manage vendor relationships and oversee procurement processes for new systems technologies.
- Lead incident response teams across the organization during escalated incidents and monitor resolutions to ensure effectiveness.
- Track incident report trends and generate statistical analysis reports.
- Recommend necessary system reconfigurations based on incident trends.
- Oversee the development and dissemination of help sheets, usage guides, and FAQs for end users.
- Attend training seminars, conferences, and trade shows to enhance knowledge in current and future incident management technologies.
- Develop and implement incident management training procedures and policies.
Must Have Technical/Professional Qualifications
- 7-10 years of experience in a related field.
- At least 4 years of equivalent work experience with IT Service Management (ITSM) and ITIL methodologies.
- Certifications in ITIL.
- Proven experience in managing a technical support team and developing effective service-level agreements.
- Exceptional knowledge of computer hardware.
Our Values
- Customer First: Customer needs are prioritized in our design thinking and service approach.
- Open: Our culture promotes constant improvement and evolution.
- Real: We value transparency and honesty in communication.
- Bold: We challenge ourselves to think differently.
- Resilient: We learn from setbacks and emerge stronger.
- Collaborative: We believe in the power of teamwork to achieve more.
Join us to be a part of Geidea's commitment to changing lives through innovative solutions.
