• Application Deadline: Tue, 6 Dec 2022 00:00:00 GMT
• Position: Coordinator - Major Incident and Problem Management


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 7 years


• Location Lagos


• Job Field ICT / Computer 
  

Description

• Ensure process compliance from initiation to closure of incidents


• Drive the efficiency and effectiveness of the incident management process with resolver teams


• Execute the steps to recover services as per the MI checklist provided for each severity type of major incidents


• Provide MIR updates within the Major Incident recovery window; documenting all logs and steps taken by technical team 


• Ensure that ALL Incidents are resolved within Service Level Agreements/Operational Level Agreements and trigger appropriate technical escalation levels (L2 and L3) while managing incidents to avoid breaches


• Create and link known error articles where applicable. Also provide guidance to resolver teams to use KEDB for reduction of MTTR. 


• Reduce Severity 3 and Severity 4 incidents – apply LEAN principle where possible to control the volume of incidents and ensure Year-on-Year number of Severity 3 and Severity 4 trends are on the decline


• Follow-up rigorously on the closure of Severity 3 and Severity 4 over business and non-business hours, weekend s and holidays with an aim of minimum possible service disruption and improving daily closure rate


• Regularly audit to ensure that relevant CI’s are being tagged by technical team or any other teams closing the incident and produce analytical report on a sampling basis for non-compliant support groups


• Convert recurring or unknown issues into problems with an objective of ZERO repeat incident policy


• Invoke HA and/or DR switchover as per the checklist defined for service recovery and in line with related policies, processes and procedures 


• Identify, initiate, schedule and conduct incident War-Room/Technical Bridge for ALL major incidents


• Ensure the closure of all resolved Incident records confirmed by the end-user; identify cases where such actions are not taken and escalate such cases to IT management


• Verify and validate resolution with end-users before resolving assigned Incidents as per policy 


• Review incident handling by DCFLS/Service Desk and put measure in place to close identified gaps


• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable


• Chair the Daily Incident Management Meeting and publish incident report daily and contribute on ITSM weekly/Monthly report


• Publish at least one case study per quarter in KMDB and register CSI as per criteria defined


• Ensure all ITIL guiding principles are applied within the MTNN IT Division (Incident Management, Problem, Configuration, Release and Change control)


• Train and coach the Service Desk and DCFLS to ensure error-free incident categorization and assignments to technical teams. In parallel, train the Call Center agents & Customer Relations unit to ensure duplicate incidents are not logged in widespread cases


• Conduct training/awareness sessions for IT team on Incident Management Process compliance, to highlight positives (what went right) and Learnings (what went wrong) per Quarter


• Engage Vendor Management for OEM related cases where incidents are taking longer time to close


• Engage third party partners when there is a service recovery need for third party-oriented cases by joining War-Room/Technical Bridge with internal technical teams

Education:

• First degree or equivalent in a relevant discipline (Telecoms, Computer Science, IT) 


• Fluent in English 

Experience:

• 3 - 7 years of experience which includes:


• Good understanding of ITIL Practices and Guiding Principles.


• Basic knowledge of IT Infrastructure, Application Support and Cloud.