Major Incident & Problem Management Coordinator

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  • Location:

    Lagos, Nigeria
  • Industry:

    ICT / Telecommunications
  • Specialization:

    Telecom
  • Job Type:

    Full-time
  • Salary:

    Negotiable
  • Required Experience:

    2 to 5 years
  • Posted:

    15th November, 2017 (1 month ago)
  • Application Deadline:

    23rd November, 2017

Name: AssisttoHire.com
Email: info@assisttohire.com
Phone: 324562524
Website: assisttohire.com
Address: No. 5 Prince Adelowo Adedeji Street Lekki Lagos Nigeria,

Job Description

Role Complexity:
  • Act as the primary point of reference for questions on all major incidents, problems, suggestions, and complaints about the interfacing systems and recommend needed adjustments to the problematic system as appropriate
  • Coordinate and attend post mortem meetings
  • Manage any identified problem in clients IS environment
  • Investigate and drive resolution to problems logged via BMC ITSM Tool - Remedy
  • |Linking incidents with Problem Management – ability to relate incidents with Problem records
  • Understanding Business Impact Analysis of IT Services
  • Coordinate and Drive  major incident resolution, problem and PMT meetings
Task Complexity:
  • Drive availability of all Enterprise systems in client’s office in  Nigeria
  • Coordinate, convene and facilitate major incident and problem review meetings
  • Assemble and maintain problem history records; prepare statistics and trend reports for use in review of the problem management process
  • Develop faults/problem trend analysis and prepare service improvement plans to address identified gaps
  • Ensure every reoccurring problems has a problem ticket for proper tracking and root cause analysis
  • Drive major incident resolution within stipulated timeframe and ensure problem records are logged, tracked and Root cause Analysis determined
  • Management of KEDB
  • Coordinate High Alert sessions
  • Drive proactive problem management
  • Analyse incidents, events and problem trends with a view to identify SIP.

Responsibilities


Requirements

Education:

  • First degree in Computer Science or an IT equivalent degree
  • Foundation Certificate in ITIL – IT Service Management
  • Practitioner certificate  in IT Service Management will be an added advantage.
Experience:
  • At least 4 years work experience comprising:
  • Minimum of 2 years experience in IT Service Support and Delivery Experience
  • Min 2 years Problem & Major Incident Management Experience
  • Project management Experience
  • Crisis Management
  • Experience dealing with Problem management issues
  • Experience working on a range of service providers
  • Understanding of service delivery and service support environment
  • Windows, Unix, LINUX, Mobile APPS, Enterprise Application knowledge
Training:
  • ITIL Foundation v3
  • Project Management
  • ITIL v3 Practitioner Problem Management 

Qualifications

Education:

  • First degree in Computer Science or an IT equivalent degree
  • Foundation Certificate in ITIL – IT Service Management
  • Practitioner certificate  in IT Service Management will be an added advantage.

Required Skills