Incident Specialist Manager - Mass Market Job at NSSF Uganda

The National Social Security Fund (NSSF) Uganda is seeking a dedicated and experienced Incident Specialist Manager for its Mass Market operations. This is a senior-level opportunity to join Uganda's leading social security provider as we work towards becoming the Social Security Provider of Choice. We are looking for a professional with high integrity and a commitment to excellence to manage and resolve incidents affecting our mass market members.

In this role, you will be responsible for overseeing the entire incident management lifecycle for our mass market segment, ensuring minimal disruption to services and maintaining the highest standards of member satisfaction. You will work within a dynamic environment that fosters both personal and professional growth, aligning with our strategic priority of enhancing the work experience and impact for all our staff.

Key Responsibilities & Duties:

• Lead the identification, logging, categorisation, prioritisation, and resolution of all mass market incidents.
• Develop and implement robust incident management processes and procedures specific to the Ugandan mass market context.
• Manage a team of incident specialists, providing coaching and mentorship to enhance performance.
• Act as the primary escalation point for major incidents, coordinating with cross-functional teams including IT, customer service, and operations.
• Analyse incident trends and root causes to propose long-term solutions and prevent recurrence.
• Prepare and present detailed incident reports to senior management, highlighting impact and resolution status.
• Ensure all incident management activities comply with NSSF Uganda's policies and regulatory requirements.
• Maintain clear and proactive communication with stakeholders during incident resolution.

Requirements & Qualifications:

• A Bachelor's degree in Information Technology, Business Administration, or a related field. A relevant Master's degree is an added advantage.
• Minimum of 5 years of proven experience in incident management, service delivery, or a similar role, preferably within the financial services, telecommunications, or a large-scale customer service environment in Uganda.
• Strong leadership skills with experience managing teams.
• Excellent analytical, problem-solving, and decision-making abilities.
• In-depth knowledge of ITIL or other service management frameworks is highly desirable.
• Outstanding communication and interpersonal skills.
• High level of integrity and dedication.

Why Join NSSF Uganda?

NSSF Uganda champions an equal employment opportunity policy. We offer a competitive remuneration package and a professional working environment committed to your career advancement. Appointment is based purely on merit, ensuring a fair and transparent process for all qualified Ugandan applicants.

How to Apply: All applications will be screened based on the qualifications, experience, and this job description. Only shortlisted candidates will be contacted for interviews. To apply, please visit the official NSSF Uganda careers portal.