Vacancy for Major Incident & Problem Management Cordinator at Mactay Consulting

Role Complexity:Act as the primary point of reference for questions on all major incidents, problems, suggestions, and complaints about the interfacing systems and recommend needed adjustments to the problematic system as appropriateCoordinate and attend post mortem meetingsManage any identified problem in clients IS environmentInvestigate and drive resolution to problems logged via BMC ITSM Tool - Remedy|Linking incidents with Problem Management – ability to relate incidents with Problem recordsUnderstanding Business Impact Analysis of IT ServicesCoordinate and Drive  major incident resolution, problem and PMT meetingsTask Complexity:Drive availability of all Enterprise systems in client’s office in  NigeriaCoordinate, convene and facilitate major incident and problem review meetingsAssemble and maintain problem history records; prepare statistics and trend reports for use in review of the problem management processDevelop faults/problem trend analysis and prepare service improvement plans to address identified gapsEnsure every reoccurring problems has a problem ticket for proper tracking and root cause analysisDrive major incident resolution within stipulated timeframe and ensure problem records are logged, tracked and Root cause Analysis determinedManagement of KEDBCoordinate High Alert sessionsDrive proactive problem managementAnalyse incidents, events and problem trends with a view to identify SIP.

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