Team – V1 Technology Operations
Working Pattern - Hybrid – 2 days per week in the Vitality Sandton Office. Full time, 37.5 hours per week.
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 environment. In 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, what’s 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 successful in your application and join us at Vitality, this is our promise to you, we will:
- Help you to be the healthiest you’ve 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.
Vitality South Africa plays a key role in the development and delivery of the shared‑value 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 Vitality’s health and wellness programmes. In addition, the team provides specialised expertise, cutting edge technology, behavioural science and health and wellness, drawing on both global innovation and local market insight. Roles within Vitality South Africa are dynamic and fast‑paced. As such, we are seeking individuals who are adaptable, solutions‑oriented, and capable of delivering high‑quality, sustainable value in a complex and evolving environment.
Employment Equity:
The Company’s 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.
