Manager, ITSSC Incident, Problem & Service Management at IHS Towers

Job Description

• We are currently recruiting for a Manager, ITSSC Incident, Problem & Service Management . Based in Lagos, you will lead in establishing the policies and systems for delivery of quality incident and problem management processes, for its adoption and adherence across IT.
• While assuming the role of the major incident manager providing Command and Control during significant incidents for prompt resolution. Adopting a proactive approach to incident, problem, and event management to reduce/eliminate future incidents and increase service reliability.

Key Roles & Responsibilities
Overall, responsible for process excellence of the key service operations processes that include incident management, problem management & event management. These include:

Major Incident Management:

• Coordinate activities to respond to major incidents and serve as an escalation focal point OpCo wide
• Collaborate with the various process managers to coordinate support activities and manage communications to manage the expectation of service consumers.
• Ensure that major incidents are managed according to established procedures.
• Responsible for the prompt escalation of lack of progress with the resolution of major incidents.
• Establish policies, systems, and procedures and monitor compliance with the aforementioned.
• Ensure a Major Incident/RCA Report is developed for every major incident which consists of the root cause, resolution details, proactive action plans, and lessons learned.
• Analyze and report trends in incidents and contribute to the service improvement roadmap.
• Monitor incident records to ensure they include adequate information and evidence of follow-up.
• Work with the service desk and support functions to ensure the process maturity target is achieved.
• Chair major incident management meetings and provide minutes to relevant stakeholders.
• Draft management policies and processes for approval by IT leadership.
• Apply relevant standards and best practices (e.g. ITIL/COBIT) to create management measures, metrics, and KPIs for incident management e.g. MTTR, and %SLA performance.
• Responsible for service records/tickets data quality assurance through routine audits and provide recommendations for rectification.
• Apply a variety of analytical methods to identify trends, risks, and opportunities for improvement.
• Report information using a variety of metrics and presentational techniques to convey key messages and findings to IT leadership.
• Measure effectiveness of processes that are benchmarked against best practices and standards
• to identify improvement opportunities.
• Maintain positive business relationships with internal customers, suppliers, and other stakeholders.
• Responsible for effective communication management that involves the drafting, approval, and dissemination of information associated with a major incident.  

Problem Management:

• Possess a comprehensive understanding of all operational activities and aspects of IT infrastructure and security operations.
• Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention are identified to proactively prevent future problems/incidents.
• Ensure recurring incidents are logged as problems and promptly investigated for permanent resolution.
• Ensure the prompt initiation of the problem management process where applicable to allow quicker diagnosis and resolution.
• Prepare statistics, KPIs, and trend reports associated with problem management for IT leadership decision-making.
• Perform trend analysis and prepare process improvement plans that feed into the overall continual service improvement initiative to address identified gaps.
• Collaborate with technical specialists to refine operating processes and procedures to deliver and restore service more efficiently.
• Ensure the problems progress through the entire lifecycle management timely and prioritized.
• Ensure that the problem management data sources are complete and accurate for reliable decision-making.

Event Management:

• Work with the various IT functions to effective event management associated with all deployed monitoring tools and applications on a 24 by 7 basis.
• Ensure that process cross-functional relationship exists for prompt and efficient technical resolution, escalation, and client status updates in the event of an incident.
• Perform periodic audits of application and infrastructure event monitoring processes and practices to ensure conformance with established policies and guidelines.
• Evaluates and understand performance trends of application and integration with ITSM tools such as SysAid..

Experience & Qualifications

• Bachelor’s Degree in Computer Science or Information Technology. Masters would be an added advantage.
• Minimum 6 years of experience in service management project delivery, process implementation, support environments such as NOC /Data Center Operation. A minimum of 2 years in a managerial capacity.
• Certifications in any of the following: ITIL Foundation, ITIL Service Transition, ITIL Release, Control and Validation, ITIL Continual Service Improvement would be useful.

Organizational Competencies

• Be Bold
• Customer Focus
• Innovation
• Integrity

Functional Competencies

• Strong understanding of ITIL Service Operations processes.
• Good planning and organizational skills.
• Familiarity with process capability and maturity assessments.
• Understanding of SaaS, On-prem, and hybrid cloud environment.
• Policy development.
• Information and data analysis.
• Process Improvement.
• Relationship management.
• Knowledge and hands-on experience with
• SysAid and/or other ITSM applications

Behavioural Competencies:

• Ability to work under pressure
• Critical reasoning and problem-solving abilities.
• Effective listening and communication (verbal/written).
• Strong interpersonal skills and a good team player.
• Attention to detail.
• Ownership and initiative
• Time management
• Leadership
• Innovative