Coordinator - NES Regional at MTN Nigeria

The Coordinator, NES Regional is responsible for managing a team of Customer Service Engineers (CSEs) to ensure the smooth operations, performance, and service quality of MTN Enterprise and FTTH Solutions within the assigned region. The role oversees service performance, drives vendor governance, resolves critical incidents, manages network expansion activities, and ensures adherence to operational standards and SLAs.

Responsibilities

• Manage the daily operations and performance of Enterprise and FTTH services in the region.
• Supervise Customer Service Engineers and oversee Managed Service Vendors/TowerCo activities.
• Ensure timely resolution of incidents within contracted SLAs.
• Provide high-level support to resolve critical service performance issues.
• Drive problem management to eliminate recurring faults and enhance service quality.
• Maintain accurate documentation and ensure updates of all Enterprise and FTTH service records and network integrity data.
• Oversee network expansions, migrations, modernization, and optimization activities across the region.
• Collaborate with cross-functional teams in planning, implementation, and support for Enterprise and FTTH services.
• Liaise with customers, internal stakeholders, and vendors on technical service performance matters.
• Provide operational insights using analytics from performance, vendor, and field reports.
• Review and validate vendor submissions including reports, PFIs, and invoices.
• Coach and train team members to improve capability and performance.
• Maintain effective relationships with vendors, government agencies, and key partners.
• Ensure compliance with security, safety, and operational standards across all service touchpoints.

Qualifications

• First degree in Engineering, Computing, or an equivalent IT certification.
• Knowledge of IP/MPLS 
• 3–7 years of experience in telecommunications engineering and GPON Technology
• Skilled in and data analysis / analytics tools such as Excel, Power BI, and SQL.
• Competent in vendor management, planning and organizing, preventive/routine/emergency performance management,, communication, and telecommunications business processes.