Mary Owusu

Establish and maintain strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continual improvement Work in conjunction with other ITIL process owners, service (level) and supplier managers on supporting integrated Continual Service Improvement (CSI )

Ensure that Incident Management Policies, Processes, Procedures for Technology operations are understood, communicated and adopted by all IT Support Teams in the Ecobank Group.I Chair and drive High priority incident bridge calls, convene appropriate participants, and ensure required tasks are identified,and executed efficiently and effectively.

Logging all relevant incident and service request details, and allocating categorization and prioritization codes in the SMS tool (Remedy). Escalating incidents and service requests that cannot be resolved within agreed timescales. Providing frequent updates on status/ progress of issues logged to Users. Closing all resolved incidents and service requests in Service Management System tool (Remedy) Conducting customer/user satisfaction call-backs/surveys