Service Support Coordinator at Procept Associates Professional Services Limited

Job Profile/Job Description:

• Detect Major Incident and coordinate resolution with stake holder management and communication;
• Implement Alert for proactive Incident management detection and resolution;
• Implement Alert for proactive Incident management detection and resolution;
• Provide technical information, customer assistance, and solutions to technical problems across the enterprise;
• Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities;
• Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management;
• Initiate service improvement programs and liaise with the Change Management team over proposed changes;
• Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements;
• Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user;
• Eliminate/ minimize downtime/ disruptions to service delivery due to IT problems/ issues;
• Formulate and maintains Customer relationship strategies to satisfy MTN Nigeria customers;
• Develop IT/IS action plan to address identified issues with customer satisfaction;
• Manage Major Incidents and Problems across all IS Enterprise Systems;
• Ensure operational procedures and practices are well defined, documented and consistently applied;
• Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization;

JOB REQUIREMENTS:

• First degree in Computer Science or IT related fields;
• ITIL3/4 Foundation Certificate;
• 2-3 years of managing major incident in a medium to large organization;
• Minimum of 1 year experience in problem and incident management
• Hands-on experience with Enterprise Service Management software such as ServiceNow or Ivanti.