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

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

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IHS Towers is the largest independent mobile telecommunications infrastructure provider in Europe, Africa and the Middle East. Founded in 2001, IHS provides services across the full tower value chain – colocation on owned towers, deployment and managed services.
Today IHS Towers has operations in Nigeria, Cameroon, Côte d’Ivoire, Zambia and Rwanda. Following the recent acquisitions of MTN and Etisalat’s tower portfolios in Nigeria, IHS owns over 23,300 towers in Africa.

We are recruiting to fill the position below:
Job Title: Manager, ITSSC Incident, Problem & Service Management
Location: Lagos, Nigeria

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
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

Application Closing Date
25th May, 2021.

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