Derivco is a global tech company, providing premium software and management platforms, with deep roots in the iGaming sector. Founded  30 years ago, Derivco has over 1800 global experts based across Australia, Europe, Southern Africa, and North America. Derivco’s teams around the world have been the early pioneers behind leading technology infrastructure and management platforms for some of the world’s biggest iGaming brands.

We are currently looking for a Incident Commander to join our team in Cape Town!

Role Overview: Control end-to-end incident management processes for High Priority tickets including coordination, preparation, follow-up and communication during and after the incident, minimising the impact of major incidents and ensuring that service operations are restored as quickly as possible with minimal adverse impact on business operations, and that agreed levels of service quality are maintained.

Key Responsibilities:

Incident handling

• Review and confirm categorisation of high severity incidents in terms of impact on business service operations.
• Manage high severity incidents through to resolution in accordance with SLAs and incident management processes.
• Provide updates to stakeholders on business critical incidents within SLAs.
• Lead post incident resolution reviews, determine underlying causes and identify preventative actions.

Knowledge of NOCs, Practices and Continuous Improvement

• Review incident management processes and performance and recommend improvements. 
• Write manuals to ensure a consistent approach to incident resolution.
• Adjust and implement team processes, measures, tools, technology and standards according to agreed practices.

Stakeholder management

• Understand stakeholder requirements and keep them informed about the provision of incident management services.
• Collaborate with stakeholders to understand their requirements for incident management services.

NOC management and planning

• Identify risks that may compromise the timeliness and quality of delivery.

Key Qualifications and Experience:

• Bachelor's degree in Computer Science, Information Technology, Engineering or other relevant field of study.

Derivco is an equal opportunities employer.

We value people as individuals with diverse opinions, cultures, lifestyles and circumstances and we are committed to equality of opportunity and to providing a productive working environment free from unfair and unlawful discrimination.