IT Operations Incident Lead

Date: 13-Jun-2019

Location: Bellville, Western Cape, South Africa

Company: Sanlam Group

Who are we?

The Sanlam Personal Finance (SPF) cluster is responsible for Sanlam’s retail business in South Africa. SPF provides clients across different market segments (entry-level, middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Designed to facilitate long-term wealth creation, protection and niche financing, these solutions are engineered around client needs.

What will you do?


Outputs/Core Tasks


  1. Coordinate and drive IT, system and infrastructure incidents in order to restore normal service operation as quickly as possible.
  2. Minimising the disruption to business, members and external partners.
  3. Ensure adherence to the incident management process and facilitate the execution of the incident management process.
  4. Focus on the following key accountabilities:


  • Own, review and refine the incident management process to improve resolution times, information exchange and problem identification.
  • Execution of the incident management process, including internal and external incident logging, and routing of incidents to the respective partners, driving out root cause analysis, and future remedial action.
  • Analysis of incident feedback or progress to assess reallocation, further investigation or risk mitigation.
  • Define, manage and utilise internal and external partner escalation contacts to expedite the resolution of incidents.
  • Facilitate internal and external partner communication relating to unavailable or impacted services, and resumed services.
  • Monthly IT service level reporting, including incident reporting, system performance monitoring, adherence to service level agreements for internal and external partners.
  • Support business operations by taking responsibility for IT-related issues or incidents arising from business processes.
What will make you successful in this role?





  • Degree in Information Technology




  • 2-3 years ITIL experience
  • 2-3 years’ experience in the field of IT incident management, including incident identification, incident analysis, incident escalation, incident resolution and root cause analysis.




  • Good understanding of information technology, systems, infrastructure, networks, solutions and products.
  • Good understanding of service impacts on the customer, and use this insight to drive resolution activity and solutions.




  • Excellent communication skills
  • Decision making
  • Analytical thinking
  • Innovative thinking
  • Work standards / Quality orientation
  • Planning and organising
  • Treating customers fairly
  • Building and maintaining relationships
  • Influencing / Gaining commitment
  • Results driven
  • Team success
  • Adaptability
  • Learning orientation
  • Stress tolerance
  • Computer skills  -  MS Office (Advanced MS Excel)
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
Cultivates innovation - Stage 3
Customer focus - Stage 3
Drives results - Stage 3
Collaborates - Stage 3
Being resilient - Stage 3
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. 


Closing Date: 27 June 2019

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.

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