Manager - Service Performance at MTN Nigeria

• Perform IT Service Performance and Capacity planning and analysis for medium to highly complex assignments
• Develop, maintain and implement an operational roadmap Plan for End-to End service Monitoring and Observability for On-premise and cloud based systems
• Develop, review and standardize from service-view all recovery process and procedural standards to SPOF, Reliability, Availability, Capacity and End-to-end service performance of IT Services
• Support the implementation of a Business Impact Analysis and Business KPI reviews
• Ensure Update service catalogue and CMDB Records is maintain for enterprise
• Actively participate in Incident & Problem management of major incidents 
• Champion the Integration of SRE function as framework to improve service reliability and improve MTTR for mission critical IT systems
• Champion and drive initiative for Culture. Process for Continuous Improvement within IT enterprise 
• Track and monitor the implementation of changes that may be used for monitoring and reporting service availability and performance 
• Develop, track and report all operations issues that will impact IT services availability and Performance 
• Develop and maintain 360 Capacity management plan for all IT Service to ensure 99.99% availability 
• Develop and update IT Service Performance documents for all mission critical processes 
• Lead and direct high availability performance testing for all mission critical processes 
• Support in the tracking of all IT-related risk and update risk register accordingly 
• Develop and update all IT Service performance PPPs
• Champion initiative for development of predictive service dashboard that monitor Realtime business performance and CEX issues
• Support initiative for implementation of self heading for improving MTTR and reduce major incident in production environment 
• Own IT Service Performance and Capacity Planning target, measurement and improvement plan 
• Drive value add process for ServiceNow Implementation
• Provide ongoing feedback for risk management, mitigation, and prevention
• Represent IT Service performance requirements in the annual budgeting process
• Regularly report IT Service performance to upper management
• Act as liaison for IT Service Performance processes
• Serve as a subject matter expert in IT Service Performance and Capacity Management 

Education:

• First degree or HND in Computer Science/Engineering, Information Systems, related field.
• Fluent in English 

Experience:

• 6 - 13 years’ experience which includes:
• Minimum of 5 - 7 years’ experience in IT Service Performance and Capacity Management with experience in supervising highly performing teams
• Possess appropriate certification such as ITIL v3 or V4, SRE, DevOps, COBIT, Azure cloud architect, ITAM, Certified Agile Project Manager or, Certified Scrum Master (CSM)
• In-depth knowledge of business process modelling, IT Capacity Management, SRE, DevOps, ServiceNow
• Proficient in Open source and enterprise monitoring tools like : AppDynamics, Datadog, Dyntrace, BMC Trusight, statestack, Grafana,Kubana.,Elastic search etc.
• Strong knowledge and understanding performing risk analyses, business impact analyses and strong data Analysis 
• Experience in preparing, reviewing, and reporting IT service availability and Performance  
• A good understanding of available and emerging IT technologies in AIOPS and Full stack observability 
• Experience and understanding of Windows, Unix, Virtual Machines, Hyper Converged Infrastructure, SAN, SDN, Network , Kubernetes  Database.
• Excellent communication and presentation skills