About the Group

The National Social Security Fund (NSSF) is Uganda's main supplier of social security It helps workers save for retirement, sickness, and other social welfare requirements by offering provident fund services that encourage long-term savings NSSF has been around since 1985 and is now a very regarded organization It is known for being reliable, efficient, and playing a big part in the country's financial system, with millions of Ugandans depending on its services The business encourages a professional, welcoming, and cooperative work atmosphere It gives its employees chances to grow, build their careers, and find a good balance between work and personal life in a setting that values honesty, creativity, and social responsibility NSSF offers a lot of services, such as pension plans, medical benefits, and different welfare programs These services are all based on collecting money from both employees and employers The company uses cutting-edge technology and good financial management to do this

Summary of the Job

The Incident Specialist is in charge of leading, coordinating, and improving the Incident and Problem Management processes so that IT service disruptions are fixed as quickly as possible throughout the organization The job is mostly about leading significant incidents, figuring out what caused them, and coordinating technical support It also involves driving ongoing service improvement through knowledge management and following industry best practices This job is very important for keeping business effect to a minimum, making sure services are always available, and maintaining service quality requirements, especially in high-demand settings like banks

Duties, Roles, and Responsibilities in Detail

1. Managing and Coordinating Incidents

• Oversee the IT Service Desk and Technical Support teams to make sure that incidents and service requests are handled quickly and within agreed-upon SLAs
• Be the Lead Major Incident Manager, running war rooms and getting teams from different departments to work together to fix services in really serious situations
• Be the main point of contact for unresolved or business-critical problems, making sure they are resolved quickly and that stakeholders are kept in the loop
• Give executive-level help with all IT-related problems that the NSSF Board and senior management have

2. Finding and Fixing Problems

• Lead the Problem Management processes by looking at incident trends and finding Known Errors to make sure that permanent remedies are put in place
• Be in charge of creating, documenting, and carrying out Root Cause Analysis (RCA) processes for major occurrences, and making reports that senior stakeholders may use
• Set up preventive measures, knowledge articles, and process changes to stop incidents from happening again
• Look at trends in incidents and problems to find ways to keep becoming better

3. Improving Processes and Managing Knowledge

• Follow ITIL standards for Incident and Problem Management best practices and make sure they are followed
• Set up knowledge management frameworks that cut down on the need to rediscover solutions and raise first-call resolution rates to make your firm more efficient
• Make and keep up performance metrics, dashboards, and reports for problems and incidents to make sure everyone is aware of what is going on and is responsible for it

4. Managing Stakeholders and Leading a Team

• Work with teams from different departments (Applications, Infrastructure, Cybersecurity, and Business Units) to speed up the resolution of incidents and make sure that communication is clear
• Help Incident and Problem Coordinators learn and grow by giving them advice and mentoring them This will help create a culture of service quality and accountability
• Make sure that the financial services environment follows all rules, security, and audit requirements
• Attend service review meetings and help with IT risk management projects

Skills, Education, and Qualifications

Additional Qualifications

• ITIL v3/v4, ISO 27001, and other IT professional qualifications that are recognized by professionals
• Having further qualifications in Quality Assurance, Service Operations, or Incident/Problem Management is a plus
• A history of successfully directing big incident management teams, coordinating root cause analysis, and putting in place permanent fixes
• Experience managing service desk operations and overseeing IT support teams in busy settings

Important Skills

Competencies in Behavior

• Honesty and commitment
• Being proactive and coming up with new ideas
• Talking to and influencing stakeholders
• Being strong and resourceful
• Building relationships and leading a team
• Good in figuring things out and analyzing them

Skills in Technology

• Advanced Incident and Problem Management
• Advanced Root Cause Analysis and Post-Incident Reporting
• Advanced Leadership in Technical Support and Service Desk
• Advanced Business Process and IT Service Management
• Risk and Control (Intermediate)
• Advanced Data Analysis and Knowledge Management