Major Incident & Problem Management Coordinator at MTN Nigeria

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