Incident Architect : Discovery – South Africa

CLOSING DATE: NOT SPECIFIED

Job Purpose

The primary purpose of the role is to coordinate and restore services (application and infrastructure) in the event of a major incident. This comprises any Application and TS events that occur across the organization. To reduce the crucial outage time for large occurrences and to work proactively to reduce future outages.

Areas of responsibility may include but not limited to

Service

Service strategy.
Service design.
Service transition
Service operation
Continual service improvement
Incident and problem management

Defining the process and RACI for ensuring proper response to incidents and problems.
Providing the initial analysis for identifying the incident context and the three top areas potentially being the root cause.
Providing mitigation plan for completely mitigating or at least minimising the effect of the incident.
Leading the analysis (including involving the correct people) for identifying the problem as well as root cause areas.
Overseeing the postmortem study of problems and guaranteeing an improvement by recommending changes/improvements to the environment to ensure that the problem is resolved, or a relevant risk is found and noted on the risk register.
Configuration management architecture and content design
It is expected that for each of the activities listed in the previous section the relevant artifacts will be created, processes defined, RACI defined, relevant SLAs defined as well as measurements guiding the improvement process put in place, etc.
Managing

Assist in managing high severity incident on a specialist level.
To ensure that regular pro-active measures are put into place.
Managing and guiding staff to enable optimal service delivery.
Management of escalated incidents and communication with related teams
A strong commitment towards professional service delivery
The ability to work in a high-pressure environment.

Customer service:

Ensuring service delivery to the business through monitoring of SLAs
Business expectations
Perception – Uphold the Incident management image. Dazzling our customers
Ensure team productivity and performance is in line with agreed standards.

Guidelines, standards, and Reference Examples:
Participate in internal forums such as Support Services Work Group and lead work streams, to contribute to the methodology and standards. Ensure that knowledge acquired in the Release process is shared within the larger Support community.

Personal Attributes and Skills

Tenacity
Manage Ambiguity
Cultivate Innovation
Drives results.
ITIL Process: Incident Problem and config management
Solid understanding of systems development life cycle
8 to 10 years domain knowledge
Business Continuity
Stakeholder engagement
Telephone etiquette
Linux, PLSQL, Oracle, Network, Virtual services, Firewall, Storage skills
Incident Trend analysis skills
Stress Management
Analytical thinking
Customer service orientation, result orientation, negotiation skills.
Personal organisation and time management skills.
Ability to coach and train people.
Learning orientation
Excellent understanding of
Network technology and design
AD architecture
JVM architecture and monitoring
JEE as well as microservices architecture
API gateways
OS architecture
PKI, Kerberos
Distribution architecture and parallelisation
Relational databases – ideally Oracle DB architecture.
Containerisation – Docker, Kubernetes, virtual machines
Reasonable understanding
VDI solutions purpose and design

Fibre Channel storage area networks

Education and Experience

Matric/Grade 12.
ITIL Foundation Course or ITIL Incident Management Certification
10 year working experience in technology and system architecture.
Problem Management Certificate
Network certificate or any cloud certificate
Beneficial: Relevant tertiary qualification (BCom IT).

Additional requirement

Standby, maybe required to assist staff with escalations and major outages after hours and on weekends

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.