The purpose of Global Information Management (IM) is to facilitate the delivery of business processes, communication, collaboration, and knowledge management through the implementation, support, and maintenance of enterprise technology, operational systems, infrastructure, and mining-related applications.

As the Critical Incident Analyst within the IM Operations team, your primary responsibility is to ensure the swift resolution of significant incidents that impact operations. You will manage incident resolution bridges, provide timely and clear updates to stakeholders, and document critical action items to drive resolutions. This role oversees all facets of the incident and problem management lifecycle, ensuring efficient issue evaluation, resolution, and prevention of recurrence.

You will work closely with technical teams, develop and implement procedures for handling problems, and establish solutions for long-term improvements. Operating on a 24/7/365 basis, you will coordinate, escalate, and resolve severe or high-impact technology issues, ensuring the IM environment’s seamless functioning.

Key Responsibilities
ITSM & ITOM Process Enhancement
Develop and propose business cases to implement or improve ITSM and ITOM processes, including Knowledge Management, Incident & Request Management, Problem Management, Change Management, Release Management, Event Management, Service Transition, and CMDB Management (with self-service capabilities).

Incident and Problem Management
Own and lead a structured Root Cause Analysis (RCA) process to resolve critical (P1) incidents, recurring issues, and major events.
Identify process improvement opportunities and implement Continuous Service Improvement principles, using data and metrics to ensure value for stakeholders and users.

Collaboration and Service Portfolio Management
Work with teams to define the service portfolio roadmap, prioritize customer needs, and enhance service maturity levels.
Design and apply scorecards, surveys, and tools to track compliance with KPIs, OLAs, and SLAs.

Monitoring and Reporting
Develop, track, and manage performance dashboards to identify improvement opportunities across business units.
Refine service portfolio metrics to shape the ITSM and ITOM strategy.
Assist with monthly performance and SLA reports, providing insights into the presented data.

Operational Efficiency and Process Governance
Ensure the consistent deployment, execution, and monitoring of ITSM tools and processes, including Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), and Capacity Management.
Ensure services provide tangible value and align with stakeholder needs.

Leadership and Stakeholder Engagement
Lead and coordinate resources during incidents, ensuring effective utilization and resolution of issues.
Foster collaboration across peer groups, centralized competencies, and technical teams.
Build and maintain strong client relationships, addressing needs with a focus on continuous improvement.

Technical Trends and Solutions
Stay informed of emerging technological trends to propose innovative solutions in collaboration with technical specialists.
Support and align with operational technology principles, standards, and designs.

Safety and Compliance
Adhere to regional safety protocols and serve as a safety advocate for IM activities globally.
Ensure IM services are delivered per standard operating procedures and agreed SLAs.

Regional Expertise
Maintain familiarity with South African regional and local conditions, incorporating this knowledge into operations.

Administrative and Coordination Duties
Support IMSS and site superintendents during critical site incidents.
Maintain comprehensive records for critical incident management.
Coordinate communication across business areas to address project processes, budgets, and risk assessments.

Minimum Experience:
Expertise in IM processes, governance, and service delivery.
Strong knowledge of ITIL practices and methodologies.
Proficiency in incident, problem, and change management.
Excellent communication, leadership, and stakeholder engagement skills.
Proven ability to manage resources and resolve high-pressure incidents efficiently.
Advanced analytical skills with a focus on process improvement and service optimization.
Familiarity with ServiceNow ITSM Platform and other ITSM tools.
Ability to operate effectively in a 24/7/365 environment.