Incident and problem management specialist and manager- it/telecoms

Good morning all,
Please read the following before responding to this advert, note that all JD are also below. Please circulate!
Required with your submitted CV are the following; your current earning information and your DOB. Yourcontact details should contain active phone numbers and email addresses. Review your CV every time you make a submission, one CV does not fit all jobs. Kindly note that we need the subject matter of your response to contain the Job Title you are interested in, the file type must be PDF or DOCX, the preference being word documents, any response that contains a file name such as “My CV or My Resume” cannot be treated.

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: Friday, 12^th September 2014
• Location: Lagos, Nigeria
• Closing Date: Tuesday, 16^th September 2014
• Email CV to: [email protected]

VACANCIES:
1. INCIDENT AND PROBLEM MANAGEMENT SPECIALIST AND MANAGER- IT/TELECOMS

DETAILED JOB DESCRIPTIONS

Incident and Problem Management Specialist and Manager- IT/Telecoms
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.

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: 4 to 10 years’ relevant work experience in IT production environment, NYSC is ESSENTIAL.
Previous Experience: Telecoms Exposure Required.
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