Major Incident Specialist

As a Major Incident Specialist I , you will play a vital role in CSG’s IT Service Continuity and Incident Management function. You will actively monitor enterprise applications, perform real-time incident assessments, and drive initial triage when business‑critical issues arise. Working alongside seasoned technical professionals, you will coordinate rapid recovery efforts, maintain stakeholder communications, and partner with Problem Management to identify root causes and prevent recurring issues.

• System & Event Monitoring: Actively monitor CSG applications, infrastructure, and performance events using enterprise observability and alerting toolsets to detect potential disruptions early.
• Major Incident Response: Serve as the initial point of contact and facilitator for critical system alerts, initiating triage, severity assessments, and rapid stakeholder engagement.
• Communication & Coordination: Facilitate cross‑functional bridge calls, maintain real‑time whiteboard/incident status updates, and draft business‑impact communications during high‑priority incidents.
• Data Analysis & Continuous Improvement: Pull and analyze incident metrics to collaborate with Problem Management, helping identify root causes and long‑term remediation actions.
• Shift Operations: Support 24/7/365 coverage through rotational shift work, including weekends, public holidays, and coverage shifts as needed.

• Citizenship: South African Citizen.
• Degree in Information Technology, Business Information Systems, BCom, Linguistics/Communications, or a related field.
• 1-3 years’ experience in related field
• Exceptional verbal and written English communication skills, with the ability to convey complex technical information clearly under pressure.
• Prior customer service, call center, or service desk experience is an advantage.
• Strong analytical and problem‑solving skills, high attention to detail, self‑discipline in a remote environment, and a calm demeanor during high‑pressure situations.
• Must be available to work in a hybrid environment including shift work.

• The Clear Communicator: You effortlessly connect cross‑functional technical teams and global stakeholders while maintaining composure in fast‑paced environments.
• The Problem Solver: You are naturally curious, proactive about finding why things break, and focused on practical solutions.
• The Adaptable Teammate: You thrive in dynamic 24/7 environments, embracing shift flexibility, remote autonomy, and continuous learning.

• Professional Development: Structured training, continuous skill development and clear career progression pathways within IT Service Management.
• Remote Flexibility: Work‑from‑home setup supported by collaborative, modern digital workplace tools.
• Inclusive Culture: Active participation in Employee Belonging Groups and global diversity initiatives.

ZA.National.

Remote South Africa Remote, ZA.Cape Town.

Office, ZA.Centurion.

Office

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at  or email us at  CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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