IT Service Resolution Supervisor

Job Title: IT Service Resolution Supervisor (1 year contract)

Reports To: IT Service Manager

Job Sector: Oil & Gas

Location: Abuja

Salary: 700,000

Job Purpose

The IT Service Resolution and Availability Supervisor is responsible for overseeing the Incident Management, Request Fulfillment, Problem Management, and Service Level Management processes within the IT Service Management team. This role ensures service availability and swift resolution of IT issues, aiming to provide exceptional customer service, reduce downtime, and support continuous improvement within IT services.

Key Responsibilities

1. Incident Management

• Oversee and coordinate the Incident Management process to ensure prompt resolution of incidents and minimize impact on business operations.

• Ensure incidents are accurately logged, categorized, prioritized, and escalated as needed.

• Coordinate resources for high-priority and major incidents, communicating with relevant stakeholders to provide updates and resolve issues.

• Perform incident post-mortem analyses to identify root causes and recommend preventative measures.

2. Request Fulfillment

• Manage the Request Fulfillment process to ensure timely and accurate completion of service requests.

• Monitor the quality and efficiency of request handling, addressing bottlenecks and improving workflows.

• Implement self-service and automation solutions where possible to reduce manual intervention and improve user experience.

3. Problem Management

• Supervise the Problem Management process, ensuring root causes are identified, documented, and resolved to prevent recurrence.

• Collaborate with technical teams to prioritize problem resolution based on business impact.

• Develop and maintain a Known Error Database (KEDB) to aid in the rapid resolution of incidents.

• Track and report on trends, identifying areas for service improvement and collaborating on solutions.

4. Service Level Management

• Establish, track, and report on key performance indicators (KPIs) related to incident, request, and problem resolution times.

• Ensure compliance with Service Level Agreements (SLAs) and work with internal teams to address breaches.

• Regularly review SLAs and OLAs, recommending updates based on evolving business needs and capabilities.

• Conduct regular performance reviews with stakeholders to discuss achievements, challenges, and opportunities for improvement.

5. Continuous Improvement

• Identify areas for improvement within the Incident, Request Fulfillment, Problem, and Service Level Management processes.

• Lead process reviews and initiatives aimed at improving efficiency, reducing downtime, and enhancing the quality of service delivery.

• Champion the adoption of ITIL best practices within the team and promote a culture of customer service and collaboration.

• Collaborate on ITSM tool configuration and enhancements to support process automation and reporting.

6. Stakeholder Communication and Reporting

• Provide regular reports on incident trends, problem resolution times, SLA performance, and service availability to stakeholders.

• Prepare detailed incident reports for high-impact events and present findings to management.

• Act as a primary point of contact for major incidents, ensuring timely and transparent communication to stakeholders and customers.

Skills and Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Experience: Minimum of 5 years of experience in IT Service Management roles, with a focus on Incident, Problem, and Service Level Management.

• Certifications: ITIL Foundation certification required; ITIL Practitioner or Intermediate certifications preferred.

• Technical Skills:

• Strong understanding of ITSM tools (e.g., ServiceNow, BMC Remedy).

• Familiarity with scripting or automation to streamline IT service processes is a plus.

• Knowledge of basic networking, server, and database management principles.

• Interpersonal Skills: Excellent communication, conflict resolution, and stakeholder management skills.

• Analytical Skills: Ability to perform root cause analysis and trend analysis for incidents and problems.

• Project Management: Experience with process improvement or project management methodologies (Lean, Six Sigma, etc.).

Key Performance Indicators (KPIs)

• Incident Resolution Time: Average time taken to resolve incidents.

• Request Fulfillment Time: Average time taken to fulfill service requests.

• Problem Resolution Time: Average time taken to resolve problems and prevent recurrence.

• SLA Compliance Rate: Percentage of incidents, requests, and problems resolved within agreed SLAs.

• Service Availability: Uptime and availability percentage for critical IT services.

This role is ideal for someone with a strong background in IT Service Management who is passionate about enhancing service delivery, managing critical incidents, and driving continuous improvement in a dynamic, fast-paced environment.