The National Social Security Fund is hiring an Incident Specialist to lead and optimize Incident and Problem Management processes to ensure timely resolution of IT service disruptions across the organization. This role focuses on major incident leadership, root cause analysis, technical support coordination, and continuous service improvement through knowledge management and industry best practices. The position is critical in minimizing business impact, ensuring service availability, and maintaining high service quality standards in high-demand environments such as financial institutions and telecommunications.
Job Grade: D1
Reports To: IT Senior Manager
Department: Technology and Enterprise Solutions
Duty Station: Head Office – Workers’ House
Key Duties and Responsibilities
- 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.
Education Requirements
- 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:
https://nssfuganda.jotform.com/252672678021055
