Job Title: Incident and Problem Manager
Organisation: Huawei
Technologies Co (U) Limited
Technologies Co (U) Limited
About Huawei:
Huawei Technologies
Co. Ltd. is a Chinese multinational networking and telecommunications equipment
and services company headquartered in Shenzhen, Guangdong. It is the largest
telecommunications equipment maker in the world, having overtaken Ericsson in
2012. Huawei is a leading ICT solutions provider. Our telecom network
equipment, IT products, and smart devices provide solutions in 170 countries
and regions worldwide. With annual sales revenue of USD39.6 billion in 2013,
Huawei ranked 285th on the Global Fortune 500. Together with our partners, we
are building a better connected world.
Co. Ltd. is a Chinese multinational networking and telecommunications equipment
and services company headquartered in Shenzhen, Guangdong. It is the largest
telecommunications equipment maker in the world, having overtaken Ericsson in
2012. Huawei is a leading ICT solutions provider. Our telecom network
equipment, IT products, and smart devices provide solutions in 170 countries
and regions worldwide. With annual sales revenue of USD39.6 billion in 2013,
Huawei ranked 285th on the Global Fortune 500. Together with our partners, we
are building a better connected world.
Job Summary: The Incident and Problem Manager will render
support in ensuring continuity of best practice in incident management process,
executed by IT service delivery staff, required by CUSTOMER.
support in ensuring continuity of best practice in incident management process,
executed by IT service delivery staff, required by CUSTOMER.
Key Duties and Responsibilities:
·
In charge of driving the efficiency and
effectiveness of the incident management process
In charge of driving the efficiency and
effectiveness of the incident management process
·
Preparing and submitting management information,
including KPIs and reports
Preparing and submitting management information,
including KPIs and reports
·
Monitoring the effectiveness of incident management
and making recommendations for improvement
Monitoring the effectiveness of incident management
and making recommendations for improvement
·
In charge of developing and maintaining the incident
management system
In charge of developing and maintaining the incident
management system
·
Driving, developing, managing and maintaining the
major incident process and associated procedures
Driving, developing, managing and maintaining the
major incident process and associated procedures
·
Regular review and audit the process
Regular review and audit the process
·
Ensuring that all IT teams follow the incident
management process for every incident
Ensuring that all IT teams follow the incident
management process for every incident
·
In charge of ensuring continuity of best practice in
problem management process, executed by IT service delivery staff, required by
CUSTOMER.
In charge of ensuring continuity of best practice in
problem management process, executed by IT service delivery staff, required by
CUSTOMER.
·
Focused on core IT Service Management / ITIL
functions including but not limited to areas such as problem management,
incident management, change management, configuration management, service level
management.
Focused on core IT Service Management / ITIL
functions including but not limited to areas such as problem management,
incident management, change management, configuration management, service level
management.
·
Problem Manager ensures that standardized methods
and procedures (ITIL v3) are used for efficient and prompt handling of all
problems in order to minimize the impact of problem upon service quality and
consequently identifies opportunities to improve the day-to-day operations of
the organization.
Problem Manager ensures that standardized methods
and procedures (ITIL v3) are used for efficient and prompt handling of all
problems in order to minimize the impact of problem upon service quality and
consequently identifies opportunities to improve the day-to-day operations of
the organization.
·
Executes the Problem Management process tasks in
adherence with global and local requirements Coordinates and manages the
Problem Management process activities across the global factory and with
external suppliers to agreed global and local SLAs.
Executes the Problem Management process tasks in
adherence with global and local requirements Coordinates and manages the
Problem Management process activities across the global factory and with
external suppliers to agreed global and local SLAs.
·
Responsible for monitoring the effectiveness of
problem management and making recommendations for improvement
Responsible for monitoring the effectiveness of
problem management and making recommendations for improvement
·
Call and chair Post Mortem Review meetings following
Major Incidents; issue a written Post Mortem report to IT management; ensure
Post Mortem actions are completed in a timely manner.
Call and chair Post Mortem Review meetings following
Major Incidents; issue a written Post Mortem report to IT management; ensure
Post Mortem actions are completed in a timely manner.
·
Send trends analysis of recurring Problems/Incidents
– extract trends on Incident types, Customer types, key problem areas, depts.,
hardware types etc.; hold regular meetings with IT support groups to review
recurring Problems and press for final resolutions – or escalate; produce
‘Escalation Reports’ on recurring issues and issues not being resolved.
Send trends analysis of recurring Problems/Incidents
– extract trends on Incident types, Customer types, key problem areas, depts.,
hardware types etc.; hold regular meetings with IT support groups to review
recurring Problems and press for final resolutions – or escalate; produce
‘Escalation Reports’ on recurring issues and issues not being resolved.
·
Reviewing and auditing the process.
Reviewing and auditing the process.
Qualifications, Skills and
Experience: The applicants
should hold necessary qualifications and experience to perform the
aforementioned duties and responsibilities
Experience: The applicants
should hold necessary qualifications and experience to perform the
aforementioned duties and responsibilities
How to Apply:
All suitably
qualified candidates should visit the web link below and create a profile on
the NFT Consult website by entering their e-mail addresses. Please visit web
link below and click Apply now if convinced you have the job requirements. The
applications/CVs should be prepared in English and submitted in either MS Word
or PDF format will be considered.
qualified candidates should visit the web link below and create a profile on
the NFT Consult website by entering their e-mail addresses. Please visit web
link below and click Apply now if convinced you have the job requirements. The
applications/CVs should be prepared in English and submitted in either MS Word
or PDF format will be considered.
For more of the
latest jobs, please visit https://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline
latest jobs, please visit https://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline
Duty Station: Kampala,
Uganda
Uganda