• 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: