Incident Manager at MacTay Consulting

MacTay Consulting – We are one of the first and leading management consulting firm in Nigeria, providing HR services to our clients in Africa since 1982. We focus on adding value to organisations through customized solutions that meet our clients’ needs. We have a proven track record of providing excellent services that impact our clients’ businesses.

We are recruiting to fill the position below:

Job Title: Incident Manager

Location: Lagos

Job Responsibilities

• Lead and facilitate the engaged team toward restoration of service in shortest possible lead times.
• Engage relevant stakeholders & escalate when necessary to expedite resolution.
• Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
• Initiate management and technical escalations when required.
• Log all Incident details, allocating approved categorization and prioritization.
• Keep users informed about their IncidentsТ status at agreed intervals.
• Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
• Provide first-line investigation and diagnosis of all Incidents via major incident report.
• Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
• Escalate critical outages to Problem Manager after restoration for RCA.
• Remain available at all times during the designated shift and/or roster period.
• End to end incident owner.

Job Requirements

• Leadership skills: Good in People and Process Management
• Language skills: Fluent spoken English & excellent English written communication skills
• Values and behaviors: Pro-active and able to work under pressure
• First Degree from any institution
• Years of experience: 3-6.

Application Closing Date
19th April, 2020.