Incident and Problem Manager
CyberPro Consulting|Posted 1 month ago
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Skills and experience
Location and salary
Role description
Purpose of the Role:
We are seeking an experienced Incident and Problem Manager to oversee the end-to-end lifecycle of incident and problem resolution processes. The successful candidate will play a critical role in minimizing the impact of IT incidents on business operations, enhancing service reliability, and driving continuous service improvement across the organization.
Key Responsibilities:
Incident Management:
• Manage and coordinate the end-to-end lifecycle of major and recurring IT incidents.
• Facilitate and chair war rooms and recovery efforts during high-impact incidents.
• Ensure timely and accurate communication with internal teams, business stakeholders, executives, and customers.
• Compile and present post-incident reports to executive forums, customers, and regulatory bodies.
• Perform trend analysis on incidents and proactively address root causes to prevent recurrence.
• Ensure compliance with SLAs, escalation processes, and incident resolution timelines.
• Monitor Command Centre escalations and trigger appropriate communication protocols.
Problem Management:
• Lead root cause analysis (RCA) processes and collaborate with internal technical teams and third-party vendors to drive permanent resolutions.
• Identify and log reactive and proactive problem tickets.
• Drive service improvement initiatives and document known errors and resolutions in the knowledge base.
• Compile monthly reporting packs on CTL (Close-the-Loop) issues and major incident trends.
Collaboration & Reporting:-solving, and stakeholder communication will be highly valued and continuously developed.
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About CyberPro Consulting
CyberPro Consulting is a software services company that focusses on Digital, Data Analytics, Software and AI Solutions as well as Cloud enablement services.
CyberPro’s story began in 2000 as a small web and e-commerce dev company startup and has seen us grow into one of the top IT services providers in South Africa, with a team of over 500 consultants.
Our customer base ranges from most of SA's blue chip and mid-size brands down to a bunch of exciting local and international startups disrupting various industries. The verticals we service cover a wide range of industries from financial services and retail through to telecoms and manufacturing customers and everything in between. As a CyberPro Consultant you get exposed to a diverse range of complex enterprise scale projects utilizing the latest technology. As part of a consulting services tech company you will find yourself working with some of the top people in the industry solving interesting problems.
Why Work for Us
- Well established brand and reputation in the market
- Solid track record in delivery
- Learn from top experts in the industry
- Earn top remuneration
- Exposure to a wide range of customers, projects and tech
- One of the most diverse teams in the industry
- South African as well as offshore project opportunities
Our Hiring Process
As each CyberPro team member is a representative of our company, we take our hiring process seriously. This means top skills, relevant education, the ability to deliver, strong interpersonal skills and, above all, the right attitude. Our process typically consists of a technical or other relevant skills assessment, and one or two interviews with key stakeholders, followed by an offer. We try and make the process as painless and quick as possible but at the same time ensuring that our reputation as one of the leaders in our industry stays intact.
Perks at CyberPro Consulting
Tech Stack
application and data
utilities
dev ops
business tool
