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Incident Manager

Vitality

Job Location:

Johannesburg - South Africa

Monthly Salary: Not provided by the employer

Posted: 11 July 2026 (30+ days ago)

Application Deadline: 3 November 2026

Vacancies: 1 Vacancy

Job Summary

Team V1 Technology Operations

Working Pattern - Hybrid 2days per week in the Vitality Sandton Office.Full time 37.5 hours per week -This role operates on a rotating 24/7 shift roster. Weekday shifts are 06:0014:00 14:0022:00 and 22:0006:00 while weekend shifts are 06:0018:00 and 18:0006:00. You will work a combination of day afternoon and night shifts including weekends and public holidays in line with business requirements. Weekend shifts are 12 hours in duration with rostered days off built into the schedule. Flexibility to work across all shift patterns is essential.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

Proven Major Incident Management
Strong IT Service Management Governance
Demonstrated Executive Stakeholder Engagement

What this role is all about:

We are looking for an experienced Major Incident Manager to lead the resolution of high-priority incidents across our global technology this role you will coordinate technical teams manage stakeholder communications and drive service restoration efforts ensuring minimal disruption to business operations. Taking ownership of the end-to-end incident lifecycle you will lead major incident response activities facilitate effective escalation processes provide clear updates to key stakeholders and support continuous service improvement through post-incident reviews and root cause analysis. This is an excellent opportunity for a service-focused professional who thrives in a fast-paced environment and is passionate about delivering operational excellence.

Key Actions

Take ownership of major incidents leading the escalation process and coordinating all resolving teams to restore services as quickly as possible
Assess incident priority and severity ensuring timely escalation and effective management of business-critical issues
Drive cross-functional collaboration during incident resolution facilitating bridge calls and war rooms when required
Provide clear proactive communication and status updates to IT leaders stakeholders and executive audiences throughout the incident lifecycle
Monitor incident trends identify recurring issues and develop knowledge articles and repeatable procedures to reduce future incidents
Lead post-incident reviews and root cause analysis activities driving corrective actions to prevent recurrence and improve service resilience
Ensure incident management processes meet agreed service levels maintain high-quality records and oversee the closure of resolved incidents
Coordinate operational planning risk escalation capacity management and on-call response activities to support 24/7 service continuity

What do you need to thrive

ITIL certification with a strong understanding of Incident Management and IT Service Management best practices
Degree in Computer Science Information Systems or an equivalent IT-related qualification; Project Management certification or training would be advantageous
Proven experience in Incident Management with at least 2 years managing and resolving major or high-priority incidents
Hands-on experience with ITSM platforms ideally ServiceNow to manage incident workflows and service processes
Strong knowledge of monitoring and observability tools including Dynatrace AWS CloudWatch and related integrations
Demonstrated experience troubleshooting and resolving technical issues within complex distributed environments
Experience implementing maintaining and utilising Configuration Management Databases (CMDBs) to support operational effectiveness
Excellent verbal and written communication skills with the ability to confidently engage and present to senior stakeholders and executive audiences

So whats in it for you

Bonus Schemes A bonus that regularly rewards you for your performance
Retirement support We will match your contributions up to 5% of your salary
Health & wellbeing Discovery Medical Health Scheme
Financial protection - Life assurance income protection and short and long-term disability insurance

These are just some of the many perks that we offer! To view the extensive range of benefits we offer please visit our careers page.Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successfulin your application and join us at Vitality this is our promise to you we will:

Help you to be the healthiest youve ever been.
Create an environment that embraces you as you are and enables you to be your best self.
Give you flexibility on how where and when you work.
Help you advance your career by playing you to your strengths.
Give you a voice to help our business grow and make Vitality a great place to be.
Give you the space to try fail and learn.
Provide a healthy balance of challenge and support.
Recognise and reward you with a competitive salary and amazing benefits.
Be there for you when you need us.
Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong and are supported to be happy and healthy.

About You

About Us

Vitality South Africa plays a key role in the development and delivery of the sharedvalue insurance model within the Discovery Group. The team leads key strategic initiatives in the South African market strengthens alignment across the organisation and ensures the successful implementation of Vitalitys health and wellness addition the team provides specialised expertise cutting edge technology behavioural science and health and wellness drawing on both global innovation and local market within Vitality South Africa are dynamic and fastpaced. As such we are seeking individuals who are adaptable solutionsoriented and capable of delivering highquality sustainable value in a complex and evolving environment.

Employment Equity:

The Companys 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.

Required Experience:

Manager

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