Manager, Resource Systems at MTN Nigeria

Job Description

• Responsible for defining Application specification in response to evolving business needs.
• Responsible for enhancing the procedures and processes associated with the operations and maintenance of business rules for all downstream BSS systems in MTNN.
• Support the Shareholder return strategy by developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Participate in annual budgeting process for both capital and recurring expenditure.
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity.
• Drive an increase in MTNN’s Net Promoter Score.
• Engage in cross-functional work with the Network Group planning and operations, value streams for revenue, finance, revenue assurance, marketing, sales and distribution, enterprise solutions and MTNN as a whole
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
• Liaise with vendor/s to deliver support and solutions
• Manage vendors and ensure SLAs are met through extensive review/negotiation of SLA agreements.
• Contribute to the development of Systems Support Management methodology / framework to guide related activities within the IS Division, defining standards, processes, procedures, metrics and operations requirements.
• Put in place mechanism and system to ensure prompt, frequent and appropriate update of Business systems and coordinate and lead team in delivering reliable support services.
• Monitor and control all system installations and commissioning, provisioning, operation and administration.
• Develop and maintain an efficient system logs and back up procedure and analyse trends of issues and problems, as well as identify root causes for the dysfunction
• Monitor the performance and availability of the VAS & Prepaid systems and network elements and initiate corrective actions to failures in these systems.
• Verify system problems and provide support to higher-level maintenance personnel.
• Perform on site remedial support by investigating and identifying reasons for abnormal network conditions.
• Prepare documentation and reports, collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Job Condition

• Normal MTNN working conditions
• May be required to work extended hours
• Local and International travel.
  

Experience & Training    
Education:

• First degree in Electrical/Electronics, Computer Engineering or related discipline
• Fluent in English
• Technical certifications related to Application development or database disciplines will be an advantage
• Masters degree in related field will be an added advantage

Experience:

• 6 - 13 years of experience which includes:  Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in operational support Billing, Customer Care or other Resource Systems within an telecoms environment

Training:

• Application development methodology
• Project management
• Joint application development
• Problem solving and Root cause analysis techniques
• Management training in terms of planning, operating, leading and controlling
• Technical training in all applications within the Resource systems area.

Minimum Qualification

• BA, B.Eng, B.Sc, HND or B.Tech.