Job Openings at MTN Nigeria

JOB DESCRIPTION

• Mission/ Core purpose of the Job
• The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.
• Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.

RESPONSIBILITIES

• Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
• The Service Desk Monitor Support will be accountable to achieve the following objectives: 
• Perform proactive monitoring of customer connectivity and network devices 
• Provide general first level technical support to end users organisation-wide
• Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits.
• Provide first-level Support as per the organization’s guidelines.
•  Communicate resolution of faults to request initiators.
• Update assigned tasks in a timely manner; escalate as required to management, vendors and clients. 
• Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
• Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
•  Implement/comply with pre-defined service desk management policies and procedures.
•  Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
• Perform any other duties as assigned by the Manager, Service Desk

QUALIFICATIONS

• Job Requirements (Education, Experience and Competencies)

Experience: 

• At least 3 years experiences in Telecommunications, with operational support experience 
• At least 2 years experiences in fixed infrastructure and IP environment 
• Experience on OTN,  WDM and SDH 
• Experience on Huawei transmission equipment (OSN) 
• Experience on Cisco or Huawei IP equipment (NE40) 
• Good reading and writing skills 
• Excellent follow up and time control skills 
• Ability to assess the impact of different network problems

Competencies: 

• Key business soft skills including but not limited to problem solving, information processing, and analytical understanding 
• Data interpretation, quality focus, continuous improvement, and reporting skills 
• Strong communication skills 
• Highly client driven interactions 

Other: 

• Regional travel      

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JOB DESCRIPTION
Mission/ Core purpose of the Job

• The role will be responsible for the development and implementation of the Quality reporting analysis processes and standardization for Bayobab, regular reporting and analysis across the L1 and L2 support.
• Generate Service Improvement plans to increase customer satisfaction 

 
RESPONSIBILITIES

• Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
• The Engineer Quality will be accountable to achieve the following objectives:
• Review customer experience holistically across engagement areas Identify, own service improvement initiatives and drive to conclusion
• Sample monitoring support calls for improvement initative.
• Coordinate with Support Managers to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.

Key Deliverables

• Service Improvement plans 
• Improved customer satisfaction

QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 3-year Academic Degree (Engineering/Computer Science/ Business) 
• Fluent in English and language of country preferable

Experience:

• Minimum of 5 years’ experience in customer reporting
• Strong IT background in Telco environment
• Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
• Experience in global/multinational enterprise, coupled with working in emerging markets
• Proven track record of business improvement and reporting
• Strong analytical skills

Competencies:

• Ability to work effectively with multiple stakeholders in a multi-cultural environment
• Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
• Maturity to handle ambiguity and adaptive to dynamic environment
• Strong technical and analytical skills

Other:

• Regional and international travel
• Excellent Interpersonal skills
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.

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JOB DESCRIPTION

• Reports To: Manager - Change Management and Service Assurance
• Division: Networks

Description

• Table all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issue an agenda and circulate all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration.
• Liaise with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules.
• Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
• Review all implemented changes to ensure that they have met their objectives and refer back any that have been backed out or have failed.
• Provide advice and support for the design, planning, development and introduction of new services, ensuring these are consistent with the principles and contractual agreements and that the suppliers are fully engaged and involved early to ensure they can provide appropriate and good value service offerings across the company.
• Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
• Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
• Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
• Use developed measurement systems to track adoption, utilization and proficiency of individual changes.
• Work with project teams to integrate change management activities into the overall project plan.
• Assist in implementation of an automated system for daily Network Service Management Centre (NSMC) activities and Change management KPIs.
• Interface with third party companies (Co-location partners and other GSM Company providers) to ensure appropriate and effective communications are in place for all stakeholders including ensuring escalation routes are clear and well managed)
• Provide regular updates on MTNN performance and other network issues to all the stake holders (Analyze change records to determine any trends and produce regular management report).

Education:

• First degree in Electrical Electronics/Computer Science/Engineering or a related field.
• Procession of professional certification (UNIX, CCNA) certification is advantageous
• Fluent in English 

Experience:

• 3 - 7 years of experience which includes;
• Experience in light current, telecommunications or a related field.
• Experience in GSM switching environment preferably working on Ericsson, Huawei and Siemens switches is desirable
• Experience working in a medium-sized organization 

REQUIRED SKILLS

• Analytic Skill