Job Description
• To Coordinate, Standardise And Supervise All Enterprise Systems Major Incidents And Problems Management Activities Within MTNN IS Department To Best Practice Standards
• To Proactively Detect And Prevent Future Problems/Incidents And Initiate A Known Error Sub-Process To Allow Quicker Diagnosis And Resolution
• Extract Value From What We Already Have By Focusing On Optimizing Processes Within The Unit/Department In Line With The Value Creation Philosophy. This Includes Individual Contributions And Recommendations To Improve Existing Business Project/Initiative.
• Drive Innovation By Identifying And Taking Advantage Of New Business Opportunities, E.G., By Stimulating And Encouraging New Business Opportunities, Launch Of Products, Product/Process Innovation, Business Model Innovation Etc.
• Maintain Leadership In The ICT/Digital Industry By Partnering With MTNN’s Partners To Improve Their Processes Which In Turn Will Improve The Efficiency Of MTNN’s Operations.
• Enhance/Expand MTN’s Role In The Larger National Macro Environment By Participating In CSR Projects And/Or NGO’s, Involvement In Recognized Professional Institutions, Participating In Think-Tank Activities Etc.
• Sustain The Right Organisational Culture And Behaviors By Demonstrating The Vital Behaviours Every Time.
• Drive Availability Of All Enterprise Systems In MTN Nigeria
• Coordinate, Convene And Facilitate Major Incident And Problem Review Meetings
• Assemble And Maintain Problem History Records; Prepare Statistics And Trend Reports For Use In Review Of The Problem Management Process
• Develop Faults/Problem Trend Analysis And Prepare Service Improvement Plans To Address Identified Gaps
• Ensure Every Reoccurring Problems 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
• Coordination And Communication Skills
• Problem Solving Skills.
• Strong Analytical And Statistical Skills.
• Good Communication And Presentation Skills
Job Condition
• Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
• Open Plan Office
Experience & Training
• First Degree In Any IT Related Discipline
• ITIL Foundation V3 Certification
• Fluent In English
• Minimum Of 4 Years’ Experience In An Area Of Specialisation; With Experience In Supervising Others
• Experience Working In A Medium Organization
• ITIL Foundation V3
• Project Management
• ITIL V3 Practitioner Problem Management
Minimum Qualification BEng, BTech Or HND
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