Job Opportunities at Huawei Technologies Company Nigeria Limited

Roles and Responsibilities

• Manages the End User Support staff with regards to service delivery, performance evaluations, promotions, training, hiring and disciplinary responsibilities.
• Build and manage 24/7/365 environment including in-call and escalation practices to provide efficient and timely support.
• Ensures service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date
• Development and maintenance of support operating procedures that support the day to day procedural processes and reinforce policy adherence
• Assists in policy and procedure development based on direction from senior IT management
• Addresses complicated support issues that are escalated by team members
• Conduct meetings with team members to review status of IT service issues
• Creation and support of standards, processes and procedures necessary to produce the deliverables from the team.
• Meet with IT management to review overall performance, and to gain feedback on support performance.
• Collaborates with other teams in handling and responding to user issues, problem analysis and making requested service improvements.
• Ensures that proper escalation paths are followed by the support staff that are in line with documented procedures and policies.
• Training staff on operational procedures and troubleshooting techniques.
• Creates user facing communication to address service outages, system upgrades and general IT informational announcements.
• Gather and analyse metrics to benchmark the end user support team workload/performance and identify trends and issues.
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
• Great communications and collaboration skills across the enterprise End User Services Team.

Education and Experience

• B.Sc. / M.Sc. in Computer Science or any Engineering related course.
• ITIL V3 Foundation Certification.

Competence / Certifications:

• At least 7+ experience in leading teams in managing end-user devices and applications.
• Competency in process development, execution and organizational change management
• Experience working with geographically distributed teams and ensuring standard practices.
• Excellent communication: proven ability to produce a variety of business documents that display a Command of language, clarity of thought and strong presentation skills.
• Strong root cause analysis, problem-solving, and analytical skills.
• Knowledge of IT applications an software development lifecycles.
• Project Management knowledge.
• Knowledge of the WLA (Working Level Agreement) to be used for the specific customers.

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Roles and Responsibilities

• Warehouse Management (Manage all inbounds and out bounds assets )
• Logistic Management (Ensure that SLA based logistic service is provided for assets nationwide)
• Procurement Management (Prepare Request For Quotation (RFQ) for intending asset to be procured)
• License Management (Manages the End to End License request, windows and android license including deactivation requests)
• Stock and Inventory Report Management
• Provide weekly report to the business, Coordinate audit exercise and share update with the management, prepare customer’s report and stock balance report.
• Regularly research market trends and changes that may impact managed assets
• Identify important data insights and generate reports
• Create impact analysis reports and deliver reports to key stakeholders and clients
• Analyze portfolio changes and identify any irregularities that may negatively impact client asset accounts
• Make needed changes to client portfolio as needed
• Organize and lead meetings with key stakeholders to review accounts
• Owns the Asset Register
• Plans, publicizes and oversees updates and  maintenance of the Asset Register according to policy
• Ensures that assets are uniquely identified with naming conventions. Ensures that staff comply with identification standards for object types, environments, processes, life-cycles, documentation, versions, formats, baselines, releases and templates.
• Carries out the Process Manager responsibilities for the Asset Management process.

Requirements
Education And Experience:

• 5+ related years of experience.
• Bachelor's Degree in Management & Information or related Sciences.
• Master's degree in business administration (MBA) may be preferred

Competence / Certifications:

• Experience with and skill at using spreadsheet and presentation software, including Excel.
• Experienced using procurement/ supply chain, SRM (Supplier relationship management) Applications
• Total quality management etc.
• Capable of handling multiple demand simultaneously while working in a high-pressure environment
• Exceptional communication and writing skills, and capable of liaising with multiple levels within an organization.
• Interpersonal and people management skills.

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Roles and Responsibilities
Tactical:

• Provide input in the definition of IT policies, projects and service levels.
• Provide input in the development of the Enterprise Solution/Application strategy and plan in  line with overall IT strategy and the company’s needs and objectives.
• Assist the Director, IT in communicating the division’s strategic direction and objectives to Enterprise Solution unit.
• Coordinate the development of policies, processes and procedures for the design, deployment and integration of customer’s Enterprise Solutions/Applications.
• Keep abreast of global and local best practices as it relates to the team/ function’s activities.
• Continuously review the unit/ team’s activities, make recommendations for improvement and implement approved improvement initiatives to ensure enhanced performance of the team.
• Identify required resources, personnel, funding to achieve the unit/ function’s strategy.
• Establish and maintain relationship with key internal and external stakeholders.  

Operational:

• Liaise with user departments to determine the Enterprise Solution/Applications needs of the organization.
• Ensure alignment of identified Enterprise Solutions/Applications with the customer’s business and IT strategy.
• Coordinate detailed preliminary review of new/proposed Enterprise Solution/Application, to determine alignment with customer’s business and IT strategy.
• Oversee the identification and documentation of user requirements for new Enterprise Solutions/Applications.
• Coordinate the documentation of Request for Proposal/Request for Quotation for new enterprise solution based on user requirements.
• Participate in the evaluation and selection of vendors for deployment of Enterprise Solutions/Applications.
• Oversee the solution development life cycle, ensuring compliance with specified standards, procedures and methodologies.
• Liaise with Program Managers to coordinate the development and implementation of project plans and timelines, to meet Enterprise Solutions/Applications needs.
• Oversee user acceptance testing and go-live of new Enterprise Solutions/Applications in liaison with relevant business teams.
• Oversee post implementation review of deployed Enterprise Solutions/Applications and ensure timely and effective resolution of issues.
• Provide support and expertise in the deployment of off-the-shelf software applications.
• Ensure adequate user training on new Enterprise Solutions/Applications.
• Ensure adequate post-implementation support for deployed solutions in liaison with user support team.
• Coordinate continuous evaluation of system performance in order to ensure continuing relevance of Enterprise Solutions/Applications provided.
• Oversee deployment of patches and upgrades to installed Enterprise Solutions/Applications.
• Manage relationships with third party IT vendors/suppliers.
• Keep self and teams abreast of business process changes and proactively identify and develop solutions to ensure optimization of technology in business processes.
• Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
• Manage inter-functional relations to ensure synergy across the various departmental functions
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives
• Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.

Education and Experience

• B.Sc / M.Sc in Computer Science or any Engineering related course.
• Professional qualifications (ETOM, TOGAF, etc.) are a must, ITIL certification (is an added advantage)
• Seven (7) to twelve (12) years’ work experience with at least three (3) years in a managerial role.(preferred)
• Experience in system architecture is desirable.
• Excellent technical, analytical, and project management skills.
• Strong communication and interpersonal skills.
• Good leadership and motivational skills.
• Experience in modeling and graphic representations.