Huawei Careers - Incident and Problem Manager ~ Ugandan Jobline Jobs

Organisation: Huawei

Technologies Co (U) Limited

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.

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.

Key Duties and Responsibilities: 

·        
In charge of driving the efficiency and

effectiveness of the incident management process

·        
Preparing and submitting management information,

including KPIs and reports

·        
Monitoring the effectiveness of incident management

and making recommendations for improvement

·        
In charge of developing and maintaining the incident

management system

·        
Driving, developing, managing and maintaining the

major incident process and associated procedures

·        
Regular review and audit the process

·        
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.

·        
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.

·        
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

·        
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.

·        
Reviewing and auditing the process.

Qualifications, Skills and

Experience:  The applicants

should hold necessary qualifications and experience to perform the

aforementioned duties and responsibilities

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.

Duty Station: Kampala,

Uganda