• Supervise IT Service Desk and Technical Support teams to ensure timely resolution of incidents and service requests within agreed Service Level Agreements (SLAs).
• Act as Lead Major Incident Manager, chairing war rooms and coordinating cross-functional teams to restore services during high-severity incidents.
• Serve as the primary escalation point for unresolved or business-critical incidents, ensuring prompt resolution and effective stakeholder communication.
• Provide executive-level IT support for NSSF Board and senior management.
• Drive Problem Management processes by analyzing incident trends, identifying Known Errors, and implementing permanent fixes.
• Lead Root Cause Analysis (RCA) for major incidents, producing actionable reports for senior stakeholders.
• Develop preventive measures, knowledge articles, and process improvements to reduce incident recurrence.
• Implement and enforce Incident and Problem Management best practices aligned with ITIL standards.
• Analyze incident and problem trends to identify opportunities for continuous improvement.
• Establish knowledge management frameworks to enhance first-call resolution rates and reduce solution rediscovery.
• Develop and maintain performance metrics, dashboards, and reports for incidents and problems to ensure transparency and accountability.
• Collaborate with Applications, Infrastructure, Cybersecurity, and Business Units to drive efficient incident resolution and communication.
• Mentor and guide Incident and Problem Coordinators, fostering a culture of service excellence and accountability.
• Ensure compliance with regulatory, security, and audit requirements in financial services/telecom environments.
• Participate in service review meetings and contribute to IT risk management initiatives.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Professional certifications in ITIL v3/v4, ISO 27001, or other relevant IT certifications.
• Additional certifications in Incident/Problem Management, Service Operations, or Quality Assurance are an advantage.
• Work Experience

• Minimum of 5 years in IT service management, with at least 3 years in Incident Management, Problem Management, or Quality Assurance in a high-demand financial institution or telecom environment.
• Proven experience leading major incident management teams, conducting root cause analysis, and implementing permanent solutions.
• Demonstrated expertise in supervising IT support teams and managing service desk operations in high-pressure environments.
• Key Competencies

• Commitment & Integrity
• Proactivity & Innovation
• Stakeholder Communication & Influencing
• Resilience & Resourcefulness
• Relationship Building & Team Leadership
• Strong Analytical & Problem-Solving Skills
• Advanced Incident & Problem Management
• Advanced Root Cause Analysis & Post-Incident Reporting
• Advanced Service Desk & Technical Support Leadership
• Advanced Business Process & IT Service Management
• Intermediate Risk & Control
• Advanced Knowledge Management & Data Analysis

Application ProcessInterested candidates should complete the application form via the following link by Friday, 10th October 2025: