Latest Jobs at MTN Nigeria

Mission:

• Development, management, and reporting on process automation.
• Development, management, and reporting on product testing quality assurance (internal and external).

Description:

• Act as a liaison between EB client success, solution development, and the IT team.
• Drive compliance with in-life SLAs guiding solution deliveries.
• Regularly review the impact of solutions and automation on team KPIs.
• Develop processes, business rules, and formal engagement models required to deliver systems and process automation.
• Provide accurate, timely, and regular reports to EB management for decision-making.
• Liaise with the product development and segment team to monitor the development of new products and identify possible problems.
• Evaluate new testing and sampling methodologies or technologies to determine user acceptance.
• Be meticulous about documentation and maintaining a robust log of all test cases and test results.
• Proactively bringing issues and problems to the attention of the team and generating, proposing, and implementing innovative solutions to solve them.
• Responsible for the change management engagement of new products and solutions delivered by the IT team.
• Ensure that bottlenecks in processes are eliminated to improve efficiency.
• Champion the “DevOps” process within Enterprise business. Responsible for solution quality and driving collaboration between IT and business to ensure IT solutions are fit for purpose.
• A solid understanding of each process is provided by the quality assurance discipline.
• Articulate and champion the need to follow processes throughout IT.
• Responsible for defining project testing strategies and coordinating with UAT testers to ensure full and appropriate use of test automation frameworks.
• Create automated tests, manual tests, and test cases for implementation and training.

Education:

• A first degree in any engineering, science, or other statistical discipline
• Sound understanding of the Software Development Life Cycle (SDLC).
• Strong background in, and at least 3+ years of working in, QA automation

Experience:

3–7 years’ experience in an area of specialization, with experience working with others

• A minimum of 3 years’ experience in software testing and/or very sound knowledge of the telecommunications industry,
• A minimum of 3 years’ experience in business processes and system automation
• Experience with billing and customer management platforms
• 2 years’ experience in managing B2B customers with ICT solutions.
• Experience in project management and coordination, preferably in an applicable business area

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Mission:

• Proactively respond to and resolve FTTx customer home network issues, first time and all the time, thereby ensuring maximum network uptime, traffic usage, and revenue.

Description:

• Oversee and execute fault resolution, troubleshooting, installation, and maintenance activities for FTTx customer’s home network in compliance with standard operating procedures (SoP) and SLA.
• Complete configuration and service provisioning for all ONT types (Huawei, ZTE, and Nokia) within the task timeline.
• Ensure Fibrenet customers are onboarded on-site by home connection (HC) installers immediately after service provisioning and activation.
• Supervise and coordinate the activities of field service technicians, ensuring the quality and timely completion of jobs within the customer’s home network.
• Identify the root cause of the persistent home network issue, recommend the best approach for a permanent fix, and track the fault to repair within an acceptable timeline.
• Collaborates with other internal functions to ensure the completion of tasks and the availability of resources required to execute home network services (HNS).
• Ensure all work at customer premises complies with quality standards and delights the customer upon completion.
• Monitor the performance dashboard and alert scripts to proactively identify and resolve FTTx service issues before they impact usage or lead to churn.
• Implement proactive maintenance to improve service uptime and the service experience.
• Maintain the connectivity and usability of the FTTx home network in terms of data, voice, video, and Wi-Fi services.
• Enforce quality control on provisioning, structured cabling, CPE installations, Wi-Fi surveys, and related home network activities.
• Prepare routine reports on home network performance, fault resolution, and installations as may be necessary.
• Efficient coordination of home network support vendors to achieve mean-time-to-resolve (MTTR) faults, reduce operational costs, and improve the service experience.
• Develop an effective feedback mechanism to improve customer engagement, operational efficiency, and service culture.

Education:

• First degree in Applied Sciences, Engineering, or IT-related disciplines
• Fluent in English 

Experience:

3–7 years of experience, which includes

• Experience in a network support role, either in the telecom, e-commerce, or financial services industries.
• Experience in field service operations, customer service etiquette, or a related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization and multi-vendor environment.
• Understanding of MTN fibre broadband products is an added advantage.
• Basic knowledge of PON technology, FTTx/ODN architecture, L2VPN, and management of fixed access networks via a Network Management System (NMS).
• Excellent organizing, time management, and communication skills.
• A good knowledge of GPON, LAN, PPPoE, DHCP, and related technologies and protocols.
• An understanding of process improvement principles and performance reporting and analytics.
• Proficient in network troubleshooting, proactive fault discovery, and quick issue resolution.

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Mission:

• To manage MTNN's Social Investment Programs in Health, Economic Empowerment and Education in line with MTN's strategic business objectives for improved Social Return on Investment.

Description:

• Develop and manage project budget implementation, as well as identify co-funding opportunities.
• Manage budget implementation and validate project deliverable reports and present project updates to the MTNNF board.
• Develop implementation strategies for MTN Foundation as well as manage oversight functions for Portfolio Projects.
• Interact with stakeholders at different levels of society, business, governments, and NGOs in relation to MTNNF activities/projects.
• Collaborate with internal teams and external groups to coordinate release processes, facilitate deliverable hand-offs, and ensure timely launch of projects.
• Program Planning:
  • Drive identification of key social need areas under the various portfolios in line with the SDGs and MTN Nigeria’s strategic focus
  • Facilitate design of interventions to address identified social needs that align with MTNF’s identified causes.
  • Obtain baseline information on identified projects and guide implementation of proposed interventions.
  • Work with the Sustainability and Impact Reporting (S&IR) team to design and implement projects that align with MTNN’s activities.
  • Work with Marketing and Corporate Affairs agencies and teams to design communication and stakeholder engagement plans.
  • Facilitate corporate social investment branding and exposure through marketing exposure to showcase MTNF activities.
• Program Execution:
  • Ensure execution of MTNF Programme.
  • Drive the procurement and management of a credible team of implementing partners for various MTNF projects.
  • Facilitate effective liaison with the procurement department for an improved and expedited procurement process for MTNF. 
  • Establish an enhanced and speedy contracting process for MTNF programs.
  • Design and manage a project implementation system that hastens program execution and improves speed of execution.
  • Drive a strategic and uniform program implementation approach for all portfolios to optimize impact.
• Program Leveraging:
  • Work with Marketing and Corporate Affairs agencies and teams to leverage the activities of the Foundation on multiple platforms.
  • Develop and manage an effective communication tracking and measurement platform for effective portfolio project management.
• Program Sustainability:
  • Create and manage effective relationships with key MTNF stakeholders for continued engagement on each project.
  • Develop and manage a standard sustainability assurance protocol for new and existing MTNF projects.
  • Design and manage a remedial process for recovering or threatened projects.
• Coach and mentor team members to ensure understanding of the objectives and goals of the team or unit, awareness of all related job requirements and accountabilities, and leverage human resources career development programs for staff career development.
• Identify, evaluate, and track the development needs and performance of the team, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify the training requirements of team members and develop a program to address knowledge gaps.
• Lead in the development of new processes and the improvement of existing ones as appropriate.

Education:

• A bachelor’s degree in social sciences or arts is required.
• Fluent in English and the language of the country is preferable.

Experience:

9–17 years’ experience, which includes:

• A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large organization.
• 3 years of project management experience, preferably within an NGO or C.S.I. environment

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Mission:

Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.

Description:

• Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
• Constant analysis of the managed customer database for revenue and debt management.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Generate relevant reports as required by the business.
• Analysis of customer requests for prompt resolution
• Ensure end-to-end internal customer experience management.
• Adequate feedback on requests is provided to requesters.
• Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customer pain points and taking proactive steps to resolve the identified issues.
• Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
• Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
• Achieve at least an 80% score in ES Customer Satisfaction internal surveys.
• Provide technical, procedural, and policy guidance as well as support to Account Partners, Customer Support Partners and other operational staff.

Education:

• First Degree or equivalent in Social or Management Science discipline
• Fluent in English 

Experience:

• 3 - 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization 
• Experience in a customer service environment in the telecommunications industry.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage