Sigma Qualitas Limited is a network of experienced consultants, with over 50 years work experience in large multinational organizations and the public sector, who have come together for the purpose of giving consultancy services and training to clients across many industries.
Sigma Qualitas is recruiting to fill the position of:
Job Title: Specialist Incident, Problem and Change Management
Job Location: Lagos
Basic Responsibilities:


  • 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.
  • 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, analyze, 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


Qualification and Requirements


  • Graduate Qualifications: A First degree BEng, BSc, BTec, Science or Technology Only from a recognized 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.


Skills:


  • Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly organized, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organized, 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



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