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  • Posted: Nov 28, 2022
    Deadline: Dec 6, 2022
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    MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
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    Coordinator - Major Incident and Problem Management

    Description

    • Ensure process compliance from initiation to closure of incidents
    • Drive the efficiency and effectiveness of the incident management process with resolver teams
    • Execute the steps to recover services as per the MI checklist provided for each severity type of major incidents
    • Provide MIR updates within the Major Incident recovery window; documenting all logs and steps taken by technical team 
    • Ensure that ALL Incidents are resolved within Service Level Agreements/Operational Level Agreements and trigger appropriate technical escalation levels (L2 and L3) while managing incidents to avoid breaches
    • Create and link known error articles where applicable. Also provide guidance to resolver teams to use KEDB for reduction of MTTR. 
    • Reduce Severity 3 and Severity 4 incidents – apply LEAN principle where possible to control the volume of incidents and ensure Year-on-Year number of Severity 3 and Severity 4 trends are on the decline
    • Follow-up rigorously on the closure of Severity 3 and Severity 4 over business and non-business hours, weekend s and holidays with an aim of minimum possible service disruption and improving daily closure rate
    • Regularly audit to ensure that relevant CI’s are being tagged by technical team or any other teams closing the incident and produce analytical report on a sampling basis for non-compliant support groups
    • Convert recurring or unknown issues into problems with an objective of ZERO repeat incident policy
    • Invoke HA and/or DR switchover as per the checklist defined for service recovery and in line with related policies, processes and procedures 
    • Identify, initiate, schedule and conduct incident War-Room/Technical Bridge for ALL major incidents
    • Ensure the closure of all resolved Incident records confirmed by the end-user; identify cases where such actions are not taken and escalate such cases to IT management
    • Verify and validate resolution with end-users before resolving assigned Incidents as per policy 
    • Review incident handling by DCFLS/Service Desk and put measure in place to close identified gaps
    • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
    • Chair the Daily Incident Management Meeting and publish incident report daily and contribute on ITSM weekly/Monthly report
    • Publish at least one case study per quarter in KMDB and register CSI as per criteria defined
    • Ensure all ITIL guiding principles are applied within the MTNN IT Division (Incident Management, Problem, Configuration, Release and Change control)
    • Train and coach the Service Desk and DCFLS to ensure error-free incident categorization and assignments to technical teams. In parallel, train the Call Center agents & Customer Relations unit to ensure duplicate incidents are not logged in widespread cases
    • Conduct training/awareness sessions for IT team on Incident Management Process compliance, to highlight positives (what went right) and Learnings (what went wrong) per Quarter
    • Engage Vendor Management for OEM related cases where incidents are taking longer time to close
    • Engage third party partners when there is a service recovery need for third party-oriented cases by joining War-Room/Technical Bridge with internal technical teams

    Education:

    • First degree or equivalent in a relevant discipline (Telecoms, Computer Science, IT) 
    • Fluent in English 

    Experience:

    • 3 - 7 years of experience which includes:
    • Good understanding of ITIL Practices and Guiding Principles.
    • Basic knowledge of IT Infrastructure, Application Support and Cloud.

    Method of Application

    Interested and qualified? Go to MTN Nigeria on ehle.fa.em2.oraclecloud.com to apply

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