Job Description

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

Under general direction, assesses complex situations that involve greatest risk. Provides guidance, manage and coordinate the resolution of Major IT incidents to minimise impact and downtime to the Business.

What will make you successful in this role?

• Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key Stakeholders.
• Manage persistent incidents from Trend analysis and/or Management escalations.
• Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
• Understand and appreciate the impact of incidents on the various SGT Clients' Business, and/or Business SLA's allowing for prioritisation and direction.
• Manage Post Mortems for all major incidents to a satisfactory conclusion.
• Continuous improvement of the Major Incident Management Process.
• Keep Service Desk informed of progress on major incidents and potential workarounds.
• Represent SGT in Weekly Report Back Meetings with Client.
• Chair Daily Major Incidents Meeting attended by Third Party Vendor as well as internal Service Support Teams.
• Daily Reporting
• Weekly and Monthly Reporting if required
• Schedule, Facilitate and Chair Ad-hoc task team meetings to ensure that Major/Re-occurring incidents are restored as soon as possible and that the root cause is identified and resolved.
• Provide input for Monthly MIS Reporting.
• Member of Change Approval Board and approval of Emergency Changes.
• Quarterly operation incident reporting as input to the Risk Report.
• Review the continuous improvement of the SGT Incident Management process.
• Trending of re-occurring incidents and assist with the implementing of additional controls and/or process improvements.
• Assist the Service Desk Team Leader with P3 escalations when required.
• Assist with the implementation of Quality Improvement initiatives at the Service Desk.

Additional Requirements

• IT related Degree or Diploma and/or a minimum of 3 years relevant IT experience
• ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)
• 3 Years IT Experience
• Some experience in Incident Management role will be advantageous
• A proven track record of experience in the ITIL disciplines
• Experience in working with multiple Service Providers and Technologies
• Excellenct understanding of ITIL and ITIL Governance
• Knowledge of one or more of the SGT Clients' Business and Systems will be an advantage

Knowledge And Skills

• Profitable Underwriting
• Client service (Complaints/queries/investigations/advice)
• Coaching, training and quality management
• Reporting and ad-hoc meetings

Qualification And Experience

Grade 12

Degree or Diploma with 3 to 5 years related experience

Personal Attributes

Interpersonal savvy - Contributing through others

Decision quality - Contributing through others

Action orientated - Contributing through others

Optimises work processes - Contributing through others

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its business clusters – Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Being resilient - Contributing through others

Collaborates - Contributing through others

Cultivates innovation - Contributing through others

Customer focus - Contributing through others

Drives results - Contributing through others

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

Quick response

Required Knowledge

• K0001   Knowledge of computer networking concepts and protocols, and network security methodologies.
• K0002   Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
• K0004   Knowledge of cybersecurity and privacy principles.
• K0033   Knowledge of host/network access control mechanisms (e.g., access control list, capabilities lists).
• K0038   Knowledge of cybersecurity and privacy principles used to manage risks related to the use, processing, storage, and transmission of information or data.
• K0042   Knowledge of incident response and handling methodologies.
• K0061   Knowledge of how traffic flows across the network (e.g., Transmission Control Protocol [TCP] and Internet Protocol [IP], Open System Interconnection Model [OSI], Information Technology Infrastructure Library, current version [ITIL]).
• K0072   Knowledge of resource management principles and techniques.
• K0121   Knowledge of information security program management and project management principles and techniques.
• K0150   Knowledge of enterprise incident response program, roles, and responsibilities.

Required Skills

• S0086   Skill in evaluating the trustworthiness of the supplier and/or product.

Required Abilities

• A0128  Ability to apply techniques for detecting host and network-based intrusions using intrusion detection technologies.
• A0166  Ability to identify types of Communications Security (COMSEC) Incidents and how they’re reported.