Incident Manager
Maviance, Cameroon
Job Description
Maviance PLC is a fast-growing digital financial service provider and technology consulting company. Maviance PLC is part of the Maviance Group which consists of daughter companies in Germany, France, and the UK. Maviance Group is specialized in delivering customized solutions and value-added services as well as industry specific web and mobile solutions for telecom, utilities and financial institutions, businesses and governments, with a key focus in emerging economies.
Maviance PLC as a fintech develops, operates, and grows a technological platform that focuses on increasing and facilitating access to digital financial services (including bill amp; payment aggregation, retail payments, agent banking, corporate amp; bulk payments) to people, companies and government entities of all income level across Cameroon.
Maviance PLC is engaging in its expansion phase in Cameroon and within the CEMAC (Central African) region with the goal of establishing the company as the #1 leading player in the Fintech and Digital Financial space.
To help us grow into the company that can bring meaningful change to the way people get access to great financial products and services, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.
The Role
We seek for self-motivated and energetic Incident Manager. They will play key role in driving the right level of response to incidents, determining impact, coordinate and lead the incident Team to mitigate, communicating to users and ensuring appropriate remediation and orchestrate the Root Cause Analysis (RCA) process. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
The Incident Manager should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network amp; service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team in customer-query management and issue resolution.
The position will be based in Douala - Cameroon.
Your main duties and responsibilities for this role include:
- Act as an on-call Incident Commander, accountable for leading and supervising the resolution of incidents while ensuring prompt and accurate communication. This role requires close collaboration with diverse teams including Engineering, Product, Customer Support, Account teams, Risk amp; Fraud.
- Lead all user-facing incidents across products powered by Maviance .
- "User First" approach to determine impact, providing accurate situation reports, facilitating bridges, and ensuring useful and timely external communications to users.
- Proactively update internal stakeholders, customers amp; make decisions through data and influence by partnering with Engineering, Support, and other cross-functional teams.
- Own the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations.
- Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of our incidents in collaboration with engineering, product, and other operations teams.
- Ensure the creation and progression of new problem tickets for recurrent service issues in a timely manner through to closure.
- Drive a culture that reduces repeat incidents, helping to join the dots up through shared learning.
- Support the review of all incidents across all priorities to identify the thematic root causes, impacts and actions detailing accurate and timely reports to key forums to drive improved decision making.
- Contribute ideas to evolve our processes, working practices and stakeholder relationships so that we continue to be recognised as a high performing, value adding team.
Requirements
Skills and Competencies
MUST: Excellent command of English amp; French Language: Reading, Writing, Speaking
We're looking for a customer obsessed, critical thinker who can join the dots up from multiple data points and someone who loves driving a timely solution to complex problems by facilitating, challenging, and getting the best out of the team you assemble during an incident to drive the right outcomes for our customers.
- 2+ years of demonstrable major incident experience for organizations that run mission critical applications or on SaaS environments.
- Demonstrated ability to lead multiple incidents concurrently with authority a