Lead : Incident Logistics
The Coca-Cola Company · Gauteng
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- To lead and govern incident, major incident and problem management across the technology environment, ensuring rapid restoration of business-critical services, minimising operational disruption and reducing the recurrence of incidents through strong ITSM governance, root cause management and continuous service improvement
Key Duties & Responsibilities Key Outputs and Accountabilities include, but are not limited to:
- Incident & Major Incident Management: Lead the end-to-end incident and major incident management process, ensuring rapid restoration of services and effective coordination during business-impacting incidents.
- Problem Management & Root Cause Resolution: Drive root cause analysis and problem management to reduce repeat incidents and improve long-term service stability.
- ITSM Process Governance: Own and continuously improve assigned ITSM processes, ensuring adherence to organisational and ITIL standards.
- Business-Critical Platform Support: Act as an operational focal point for critical technology platforms, proactively managing service risks and performance.
- Service Improvement: Identify and deliver initiatives that improve service quality, reduce operational risk and enhance user experience.
- Stakeholder & Escalation Management: Provide clear, credible and timely communication to business and technology stakeholders during critical incidents.
- ITSM Platform Optimisation: Support workflow automation, reporting, analytics and optimisation of ITSM platforms.
- Vendor, Compliance & Cost Governance: Manage vendor performance, operational compliance, software lifecycle considerations and cost optimisation.
Skills, Experience & Education Qualifications
- Bachelor's Degree in Information Technology, Computer Science, Information Systems or a related discipline.
- ITIL v4 Foundation Certification required.
- ITIL Intermediate/Managing Professional certification advantageous.
- Service Management or Operations Management certification advantageous.
Experience
- 4–5 years' experience in IT Service Management, Incident Management, Major Incident Management or IT Operations.
- Experience operating in complex enterprise environments.
- Experience managing incidents across infrastructure, applications, cloud, cybersecurity and vendor ecosystems.
- Practical experience with ITIL-based Incident, Major Incident and Problem Management.
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy or ManageEngine.
- Experience managing service providers and supporting audit and compliance requirements.
Skills
- Incident and Major Incident Management
- IT Service Management
- Root Cause Analysis and Problem Solving
- Stakeholder and Escalation Management
- Vendor Management
- Governance, Risk and Compliance
- Service Improvement
- Reporting and Analytics
- Strong communication and influencing capability
Deadline:3rd September,2026