specialist incident, PROBLEM and change management
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Please note short listing is based on the requirements in the given job descriptions below such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience.
· Date Posted: Saturday, 1st March 2014
· Location: Lagos, Nigeria
· Closing Date: Tuesday, 4th March 2014
· Email CV to: [email protected]
specialist incident, PROBLEM and change management
Core Job Functions / Responsibility:
The Incident Management department is the Central Communication point for Major Incidents managed by the organization. He is responsible for the complete process adherence and handling of problems according to SLAs. He will apply a structured methodology and lead change management.
Primary activities
· Respond to user escalations and engage functional escalation and service delivery management as required.
· Responsible for escalating Incidents and User Service Requests within the organization
· Assist the queue managers with the correct rerouting of the misrouted tickets
· Participate in incident management meetings
· Identify process improvements
· Provide incident report to problem management
· Monitoring of tickets and taking the actions necessary to meet service targets
· Managing Incidents including Major Incident with a priority of “Critical” or “High”,
· Managing user escalations for Incidents and user service requests,
· Ensuring correct execution of Incident Management Process is sent
· Assess the change impact
· Complete change management assessments
· Create change management strategy
· Identify, analyse, prepare risk mitigation tactics
· Identify and manage anticipated resistance
· Support communication efforts and Support training efforts
· Integrate change management activities into project plan
· Evaluate and ensure user readiness
· Manage stakeholders
· Track and report issues
· Define and measure success metrics and monitor change progress
Job Requirements and Skills
Graduate Qualifications: A First degree BEng, BSc, BTec, Science or Technology Only from a recognised University REQUIRED.
Post Graduate Qualifications: Master’s degree or Post Graduate Qualification would be of ADVANTAGE.
Experience: 5 to 7 years’ relevant work experience in IT production environment, NYSC is ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.), ISO, ITIL, PMP, Applications etc. would be of ADVANTAGE.
Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· Communication, Influencing and Negotiation
· Delegation/ Supervisory
· Problem Solving, Passion for Excellence, Integrity and Empowering people
· Growing people, Team work and Customer Focus
· Business Application Development skills
· Location: Lagos
