Incident Specialist Manager (Mass Market) Job at NSSF Uganda

The National Social Security Fund (NSSF) Uganda is hiring an Incident Specialist Manager for its Mass Market division. As Uganda's leading social security provider, NSSF is committed to making lives better through exceptional customer service and operational excellence. This senior role is critical for maintaining service continuity and enhancing the experience for our mass market members.

Key Responsibilities:

• Lead the identification, analysis, and resolution of major incidents affecting mass market services and operations.
• Develop and implement robust incident management processes and protocols tailored for the Ugandan market.
• Coordinate cross-functional teams (IT, Customer Service, Operations) to ensure swift incident resolution and minimal member disruption.
• Prepare detailed incident reports, conduct root cause analysis, and recommend preventive measures.
• Manage communication with internal stakeholders and external partners during service incidents.
• Monitor service performance metrics and ensure compliance with NSSF's service level agreements (SLAs).

Requirements & Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or a related field from a recognised Ugandan or international institution.
• Minimum of 5 years of experience in incident management, IT service management, or operations, preferably within financial services, telecommunications, or a large-scale customer service environment in Uganda.
• Professional certification in ITIL (Information Technology Infrastructure Library) is highly desirable.
• Proven experience managing critical incidents in a 24/7 operational environment.
• Strong leadership, analytical, and problem-solving skills.
• Excellent communication and interpersonal skills, with fluency in English. Knowledge of local languages is an added advantage.
• High integrity and dedication to public service, aligning with NSSF's values.

Benefits of Working at NSSF Uganda:

• Attractive and competitive remuneration package.
• Comprehensive medical insurance for you and your family.
• Opportunities for professional development and training.
• A chance to contribute to a national institution that secures the futures of Ugandan workers.
• A well-motivated and skilled workforce environment.

If you are a proactive leader passionate about service excellence and ready to contribute to Uganda's social security landscape, we encourage you to apply.