Vacancy at MTN Nigeria: Incident Management Coordinator

MTN is the largest provider of mobile network access and ICT solutions in Nigeria, connecting whole communities with each other and with the rest of the world.In 2001, MTN Nigeria was one of the first telecom operators to receive a GSM licence from the Federal government. Since then, we have led the growth in the voice market and today, we offer an integrated suite of communications products/services, including mobile voice and data, digital and mobile financial services as well as enterprise services to SMEs, public sector and corporate clients.At the heart of our company’s operations are a diverse group of committed men and women, who enjoy a work experience and culture that is challenging, dynamic and rewarding, guided by our core values of Leadership, Innovation, Integrity, Relationship and a Can-Do attitude.We were the first Nigerian company to be certified as an Investors In People (IiP) Gold company, which speaks to the depth and impact of our people management practices. It is also a reflection of our commitment to making MTN a Great Place to Work for our employees.With over 60 million customers, MTN is also the largest subsidiary of the MTN Group, a global brand spread across 22 countries in Africa, Asia and the Middle East. Division: Information Systems Core purpose of the JobProactively detect and prevent future incidents/problems and initiate a Known Error sub-process to allow quicker diagnosis and resolution.Coordinate, standardise and supervise all enterprise systems major incidents and problems management activities within MTNN IS department to best practice standards. Job SummaryAssemble and maintain problem history records; prepare statistics and trend reports for use in review of the problem management processDevelop, implement and continuously improve the processes, procedures and policies required service operations, systems development and for meeting customer needs.Monitor the process of escalating unresolved incidents to appropriate authority or professionals in compliance with agreed PPPs’.Prepare and present reliable trend analysis to help determine focus areas and develop proactive approaches to faults management.Periodic review of Incident management Policies, processes and procedures and other related documentsLog, track, and monitor issues / incidents to ensure resolution in a timely manner with the least impact on operations.Monitor the effectiveness and quality of IT/IS teams performance against set standards.Measure and report on IT/ IS teams performance on periodic basisDeveloping, implementing, and managing operational standards and escalation procedures to ensure service levels are maintained at a consistent level.Identify best practices in incident management through continuous improvement initiatives.Compile reports on SLA targets, number and types of requests/incidents, while communicating findings to management and responding to further requests for data or analysis.Ensure the compliance of knowledge management and data capture processes in regards to incident management activities.Manage all operational issues arising from the handling of the incidents reported to the Service Desk.Manage feedback from customers and be able to carry out service recovery with the customers if required. Communicate to senior management and customers and keep them updated on incident statusManage mass announcements, if any relating to incidents etc.Drive availability of all Enterprise systems in MTN NigeriaCoordinate, convene and facilitate major incident and problem review meetingsDevelop faults/problem trend analysis and prepare service improvement plans to address identified gapsEnsure every reoccurring problem has a problem ticket for proper tracking and root cause analysis.Drive major incident resolution within stipulated timeframe and ensure problem records are logged, tracked and Root cause Analysis determined.Management of KEDB (Known Error Database)Manage customer expectations as well as achieve customer satisfaction.Initiate and coordinate communication process and procedures with end-users usually at high-level.Develop innovations for training end-users on self-help tips necessary for first level resolution of end user problemsManaging the first line support team’s relationship with other lines in the support value chainContinuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape. Foster active collaboration and relationships with employees across all levels and divisions. Job ConditionsNormal MTNN working conditions.May be required to work extended hours Note: Multiple applications are not allowed.

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