We are pleased to announce the following
vacancy in the Service Assurance and Quality Department within the Technical/IT
Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Incident Manager
Ref: Technical/IT_ IM _Sep 2011
Reporting to the Senior Manager - Service Operations; the holder of the position will manage a team to ensure normal service operation is restored as quickly as possible and within the defined SLA’s during incident(s) to minimize adverse impact on Business operations and ensure correct escalation procedures for Incident Management are followed.
Key ResponsibilitiesIn keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Incident Manager
Ref: Technical/IT_ IM _Sep 2011
Reporting to the Senior Manager - Service Operations; the holder of the position will manage a team to ensure normal service operation is restored as quickly as possible and within the defined SLA’s during incident(s) to minimize adverse impact on Business operations and ensure correct escalation procedures for Incident Management are followed.
- Logging,
classifying and prioritizing reported incidents;
- Escalating
incidents to the respective resources responsible for restoring services
according to defined OLA’s & SLA’s;
- Providing
timely incident notifications to the respective groups;
- Collating
incident progress and updating the respective groups according to the
defined timelines;
- Provide
reports on all the reported incidents and identify gaps aimed at improving
services;
- Documentation
of Incident processes to drive the Service Operations function for
addressing Incidents;
- Manage
staff performance in the team.
Minimum requirements
- Degree
in Computer Science or Information Technology ;
- Microsoft
Certified Professional Certification (MCP) – MCSE, MCSA;
- Unix/Linux
Certification is an added advantage;
- ITIL
V3 Certification or equivalent;
- ICDL
certification;
- Cisco
Certification: CCNA;
- 3-4
years IT Service Management experience with knowledge of IT platforms,
Operating Systems, User Support and Safaricom Systems;
- Experience
in managing escalations using defined OLAs & SLAs;
- Experience
in both hardware/software/system support e.g. as a technician;
- Excellent
Communication, Problem solving and People skills;
- Experience
and knowledge in monitoring IT Systems and Applications.
The deadline for application is Friday 16th September 2011.
The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi
Via email to: hr@safaricom.co.ke
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