Analyst - NES Service Management at MTN Nigeria

Job Description
Reports To: Manager Network Enterprise Services

Division: Networks

Description

• Co-ordinate the activities of Service performance resources in the team to the computation of Enterprise customers service availability and flagging/correcting any violation.
• Co-ordinate and report change (suspension, termination and reactivation) request implementation of Enterprise customer service and ensure implementation is closed within SLA
• Facilitate and drive Enterprise customer services availability reconciliation to minimize penalty payout to enterprise customers
• Working with NES Regional Team and managed service vendors to drive service improvement SIP implementation for services that breach SLA
• Co-ordinate NES M&S performance reporting to internal stakeholders  
• Carry out Enterprise services incidents validation, escalate violation and ensure accuracy of the ticketing.
• Co-ordinate creation of monitoring dashboards for Enterprise customer services and ensuring status on monitoring dashboard are real time.
• Monitoring, reporting and resolving incident on enterprise customers VIP dashboards
• Monitoring and reporting auto- ticketing of Enterprise incidents & tickets 
• Co-ordinate and drive Enterprise customer HQ service redundancy (failover) test for service assurance 
• Facilitate Enterprise customers database alignment across stakeholders from Enterprise Business to Managed Service vendors.
• Co-ordinate  acceptance of new services deployed for enterprise customers and customer ensure databases are properly updated. 
• Aged faults reporting and escalation to stakeholders. 
• Ensure the service performance resources adhere to organization and departmental policies processes and procedures 
• Monitoring and escalation of passive issue (repetitive and high impact) to vendor and other stakeholders 
• Stand-in for the manager service performance from time to time when on leave or other assignments.
• Facilitate and drive Enterprise customer services availability to minimize penalty payout to enterprise customers
• Partner with Enterprise Business representative to conduct service review with Enterprise customers and ensure Service Improvement Plan is implemented for poor performing services
• Co-ordinate change request management and provide relevant information to all stakeholders 

Education:

• First degree in Science related discipline
• Fluent in English 

Experience:

• 3-7 years of experience which includes;
• Minimum of 3 years’ working experience in data processing, data analysis, and data presentation space/field 
• Proficiency in the use of Microsoft Excel, Power BI, SQL or related database management application and MS Power Point
• Good customer and service management experience including stakeholders engagement, measurement and reporting service KPIs, negotiating SLA and associated penalty
• Good knowledge of IP and data networks, and performance KPIs