Incident Specialist

Job Description

JOB TITLE: Incident Specialist

JOB GRADE: D1

REPORTS TO: IT Senior Manager

DEPARTMENT: Technology and Enterprise Solutions

DUTY STATION: Head Office – Workers’ House

Job Purpose:

The Incident Specialist is responsible for leading, coordinating, and optimizing the Incident and Problem Management processes to ensure timely resolution of IT service disruptions across the organization. The role focuses on major incident leadership, root cause analysis, and technical support coordination, while driving continuous service improvement through knowledge management and industry best practices. This position plays a critical role in minimizing business impact, safeguarding service availability, and upholding service quality standards, particularly within high-demand environments such as financial institutions and telecoms.

Duties and Responsibilities include:

· Supervise the IT Service Desk and Technical Support teams to ensure timely resolution of incidents and service requests within agreed SLAs.

· Act as Lead Major Incident Manager, chairing war rooms and coordinating cross-functional teams to restore services in high-severity situations.

· Serve as the primary escalation point for unresolved or business-critical incidents, ensuring swift resolution and communication to stakeholders.

· Provide executive-level support for all NSSF Board and senior management IT-related issues.

· Drive Problem Management processes, ensuring permanent fixes are implemented by analyzing incident trends and identifying Known Errors.

· Lead the design, documentation, and execution of Root Cause Analysis (RCA) processes for major incidents, producing actionable reports for senior stakeholders.

· Establish preventive measures, knowledge articles, and process improvements to minimize recurrence of incidents.

· Implement and enforce Incident and Problem Management best practices in line with ITIL standards.

· Review incident and problem trends to identify opportunities for continuous improvement.

· Enhance organizational efficiency by establishing knowledge management frameworks that reduce rediscovery of solutions and improve first-call resolution rates.

· Develop and maintain performance metrics, dashboards, and reports for incidents and problems, ensuring transparency and accountability.

· Partner with cross-functional teams (Applications, Infrastructure, Cybersecurity, and Business Units) to drive faster incident resolution and ensure effective communication.

· Provide guidance and mentorship to Incident and Problem Coordinators, fostering a culture of service excellence and accountability.

· Ensure compliance with regulatory, security, and audit requirements within the financial services/telecom environment.

· Participate in service review meetings and contribute to IT risk management initiatives.

Education Requirements:

· Bachelor’s degree in Computer Science, Information Technology, or related field.

· Professional certifications in ITIL v3/v4, ISO 27001 and other related IT professional certifications.

· Additional certifications in Incident/Problem Management, Service Operations, or Quality Assurance are an added advantage.

Work Experience

· Minimum of 5 years’ experience in IT service management, with at least 3 years dedicated to Incident Management, Problem Management, or Quality Assurance within a busy financial institution or telecom.

· Proven track record in leading major incident management teams, coordinating root cause analysis, and implementing permanent solutions.

· Experience supervising IT support teams and managing service desk operations in high-demand environments.

Key Competences:

· Commitment & Integrity

· Proactivity & Innovation

· Stakeholder Communication & Influencing

· Resilience & Resourcefulness

· Relationship Building and Team Leadership

· Strong Analytical and Problem-Solving Skills

· Incident & Problem Management (Advanced)

· Root Cause Analysis & Post-Incident Reporting (Advanced)

· Service Desk & Technical Support Leadership (Advanced)

· Business Process & IT Service Management (Advanced)

· Risk and Control (Intermediate)

· Knowledge Management & Data Analysis (Advanced)

CLICK HERE TO APPLY