26 Oct
Carlysle Human Capital
Midrand
Company: Kapsch SA
Location: SANRAL Data Centre, Midrand
Position: Incident Manager (Service Management)
Contract Period: 6 Months with possibility of extension
Budget: Negotiable
About the Company:
Kapsch TrafficCom South Africa (Kapsch SA) is a global leader in intelligent transportation systems (ITS) and traffic management solutions. The company specializes in delivering advanced technologies and services that improve road safety, reduce congestion, and optimize traffic flow. With a strong presence in South Africa, Kapsch SA provides critical infrastructure solutions such as toll collection systems, traffic monitoring, and control systems.
Kapsch SA is committed to driving innovation in transportation and supporting national road systems. As a trusted partner to key organizations like SANRAL, Kapsch plays an essential role in enhancing South Africa's transportation infrastructure through advanced technology and data management.
About the End Client:
The South African National Roads Agency SOC Ltd (SANRAL) is a state-owned entity responsible for managing and maintaining South Africa's national road network. Established in 1998, SANRAL's core focus is to enhance the country's road infrastructure, fostering economic development and ensuring safer, more efficient transport.
SANRAL is at the forefront of integrating technology into traffic management, with its Data Centre in Midrand serving as a hub for the country's road infrastructure and traffic operations. Kapsch SA partners with SANRAL in supporting the management of national roads, providing vital data center operations and technical support.
Role Requirements:
- ITIL Foundation v3/v4 certification
- Relevant 3-year IT Degree/Diploma and/or Certificate
- ITIL v3 Operations or ITIL v4 Driving Stakeholder Value certification
- 5-8 years' experience in an IT environment
- 3-5 years of experience in IT/Systems Incident or Problem Management with a focus on stringent KPI management
Key Responsibilities:
- Manage incidents and ensure timely resolution within agreed SLA and KPI frameworks
- Oversee the end-to-end incident management process, ensuring incidents are logged, tracked, and resolved effectively
- Lead incident investigations, root cause analysis, and problem-solving efforts to minimize downtime and service interruptions
- Collaborate with technical teams, stakeholders, and management to improve incident response processes
- Ensure accurate and timely communication of incidents to stakeholders, ensuring minimal disruption to services
- Continuously improve incident management procedures in alignment with ITIL best practices
Ideal Candidate:
- Extensive experience in IT service management and incident handling
- Strong knowledge of ITIL processes and incident/problem management
- Demonstrated ability to work under pressure and resolve high-priority incidents efficiently
- Excellent communication skills, with the ability to engage with stakeholders and technical teams effectively
- A proactive,
analytical thinker who excels in improving service management processes
Desired Skills:
- ITIL
- Operations
- Problem Management
▶️ Incident Manager (Service Management) - Gauteng, Midrand
🖊️ Carlysle Human Capital
📍 Midrand