Coordinator - Service Performance, Information Technology at MTN Nigeria

Job ID: 2332

Description

• Run the production environment by AUTOMATION, MONITORING and taking a holistic view of system health, performance and ISSUE RESOLUTION
• Build software and systems to manage platform infrastructure and applications
• Improve reliability, quality, and time-to-market of our suite of software solutions
• Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
• Provide primary operational support and engineering for multiple large distributed software applications
• Coordinate with Information Management team to access data in format necessary for incorporation into tools and reports
• Deploy and maintain the tools to measure KPIs such as a performance measurement system and service level agreements (SLAs)
• Synthesize performance against KPIs to draw rich, meaningful insights. Work with leadership, strategy, and operational teams to make recommendations that improve IT strategy and tactics 
• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding
• Partner with development teams to improve services through rigorous testing and release procedures
• Participate in system design consulting, platform management, and capacity planning
• Create sustainable systems and services through automation and uplifts
• Balance feature development speed and reliability with well-defined service level objectives
• Ensure stakeholders receive accurate performance data through clear reporting mediums in a timely manner Establish performance metrics and drive strategy for performance management across IT services  
• Ensure any changes are fully assured by employing automated testing and release pipelines 
• Facilitate a truly collaborative DevOps service model within a multi-technology environment (SQL Server, PostgreSQL, AWS, Drupal, PHP, .Net, Jenkins, Vagrant, Katalon and Selenium).
• Create and publish service performance metrics, reports and dashboards
• Work with teams to collect and collate data to support service performance metrics
• Coordinate with internal/external partners for benchmarking analyses; foster an environment of continuous improvement. 
• Develop innovations for training end-users on self-help tips necessary for first level resolution of end user problems
• Lead the definition, measurement and reporting of IT performance KPI's, and draws insights that drive business improvement. 
• Provide primary operational support and engineering for multiple large distributed software applications

Education

• First Degree in Computer Science or an IT equivalent degree
• Foundation Certificate in ITIL v3 – IT Service Management
• Practitioner in ITIL Service Operations will be an added advantage.
• MCSE or MCDST
• Microsoft Certified Windows Client Administrator or Managing Modern Desktops
• ComTIA A+

Experience:
3 - 7 years experience which includes:

• Minimum 3 years experience working in IT Service Performance Management 
• Ability to program (structured and OO) with one or more high level languages, such as Python, Java, C/C++, Ruby, and JavaScript
• Experience with distributed storage technologies like NFS, HDFS, Ceph, S3 as well as dynamic resource management frameworks (Mesos, Kubernetes, Yarn)
• Demonstrated ability to spotting problems, areas for improvement, and performance bottlenecks in a proactive manner
• Excellent analytical problem-solving capabilities; ability to exercise independent judgment in methods, techniques and evaluation criteria for obtaining results
• Strong experience with Microsoft Excel (e.g., Macros, pivot tables, advanced charts/graphs, conditional formatting, data tables, basic programming) 
• Exceptional interpersonal and communication skills