Major Incident Specialist I

About the role

As a Major Incident Specialist I you will join CSG’s IT Service Continuity and Incident Management team, monitoring enterprise applications and leading the initial response to business‑critical issues. You will work closely with seasoned technical professionals to ensure rapid recovery and continuous improvement.

Key responsibilities

• Actively monitor CSG applications, infrastructure and performance events using enterprise observability and alerting tools.
• Serve as the first point of contact for critical alerts, perform triage, severity assessment and engage stakeholders.
• Facilitate cross‑functional bridge calls, maintain real‑time incident status boards and draft business‑impact communications.
• Analyse incident metrics, collaborate with Problem Management to identify root causes and drive long‑term remediation.
• Provide 24/7/365 coverage through rotational shift work, including weekends and public holidays.

Required profile

• South African citizenship.
• Degree in Information Technology, Business Information Systems, BCom, Linguistics/Communications or a related field.
• 1‑3 years of experience in a related role, preferably with customer service, call centre or service desk exposure.
• Excellent verbal and written English communication skills, able to convey complex technical information under pressure.
• Strong analytical and problem‑solving abilities, high attention to detail and a calm demeanor in high‑pressure situations.
• Willingness to work in a hybrid environment with shift flexibility.

What we offer

• Professional development through structured training, continuous skill development and clear career progression pathways.
• Remote flexibility supported by modern digital workplace tools.
• An inclusive culture with active employee belonging groups and global diversity initiatives.