• Career Opportunities at MTN Nigeria

  • Posted on: 25 August, 2016 Deadline: 7 September, 2016
  • View Jobs in ICT / Telecommunication View All Jobs at MTN Nigeria
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  • MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

    Customer Relationship Officer (Product & Testing)

     

    Job Description

    • Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
    • To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
    • Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative. Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation etc.
    • Maintain leadership in the ICT/Digital industry by keeping abreast of relevant industry news and notifying the team as appropriate.
    • Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions etc.
    • Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
    • Complaint, query or request and record details of contact.
    • Develop implementation and project plans.
    • Estimate resource requirement and determine IT impacted groups
    • Monitor and drive resolution of issues
    • Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
    • Serve as a resource to super-users for education on technical system functionality.
    • Develop and define IT requirements to support process and system changes
    • Plan and manage the development and maintenance of required user systems
    • Participate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results
    • Create detailed functional design documents for conversions, interfaces, and reports
    • Work with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systems

    Job Condition:

    • Normal MTNN working conditions
    • May be required to work extended hours

    Experience & Training     

    • First  degree in any relevant discipline
    • Fluent in English
    • Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
    • Experience working in a medium organization
    • Relevant work experience in the service industry
    • Experience in a call center (Prepaid/Postpaid) environment
    • Basic GSM
    • MTN Products & Services
    • Relationship Management
    • Relevant systems training
    • CCBS
    • Call center policies, processes and procedures
    • Call Center applications, technology and systems training
    • Telephone/ physical interaction etiquettes

    Minimum Qualification     

    • BA, BEd, BSc or HND

    Service Transition Manager

     

    Job Description

    • Manage the transitioning of all planned and emergency services into production to improve on customer services
    • Manage and support the contract and service level agreements of the IS organization
    • Manage the Service Asset Life circle of all IT Assets
    • Ensure all transitioned services have an element of digital services before go life with proper SLA for measuring digital services
    • Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
    • Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
    • Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.
    • Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
    • Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc.
    • Identify and develop a robust pipeline of prospects within the strategic accounts which are systematically qualified, whilst managing the decision-making process within the account to ensure sales opportunities are closed.
    • Develop compelling business cases for investment within relevant verticals, to assist in clearly identifying return on investment and risk.
    • Contribute to the development of IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans.
    • Ensure IS conforms to the current trend of Bimodal structure of IT in relation to Change and Release Management
    • Research new process improvement methodologies and approaches to aligning the IS organization to the business in terms of Change, Release, Configuration and Service Level Management.
    • Manage and coordinate all Information System Change and Release Management processes with the aim of reducing and elimination business downtime and improving customer experience
    • Get service requirements from the business and draft Business SLAs to aligning IT to the business
    • Manage the Service Asset Life cycle of all IT Assets
    • Manage all IT Licenses in compliance to regulatory and compliance
    • Manage and drive business partnering and engagement to improve IS business satisfaction index and improved business relationship
    • Assess resource requirements and assist in preparing the budget for IS Infrastructure services.
    • Review IS related issues, acting as single point of service transition as related to Change and Release Management issues.
    • Chairs the Change Control Board and review impact with the business for approval
    • Identify and manage the Service Asset Life circle of all IT assets with regular audit and reporting.
    • Ensure the preparation and presentation of periodic management reports on the activities of the Change, Release and SLA management

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Occasional local and international travel often at short notice.

    Experience & Training:

    • First degree in Computer Science/ Engineering or related discipline
    • Fluent in English
    • ITIL v3 Expert, PMP or PRINCE2
    • Master’s Degree in a relevant discipline will be an added advantage
    • Minimum 6 years’ experience which includes:
      • Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
      • Experience working in a medium to large organization
      • Experience in developing and Managing Change, Configuration and Release Management in an IT environment to support service delivery.
    • Hands on experience in developing and managing business SLAs and contracts with inclusion of License management for the organisation.
    • Hands-on experience in Support service in an ITIL based service organization
    • ITIL  practitioners training
    • Effective customer service.
    • Project management
    • Negotiation management skills
    • Effective communication skills.
    • Service Management software.

    Minimum Qualification

    • BEng, BTech, HND or BA qualification

    Major Incident & Problem Management Coordinator

     

    Job Description

    • To coordinate, standardise and supervise all enterprise systems major incidents and problems management activities within MTNN IS department to best practice standards
    • To proactively detect and prevent future problems/incidents and initiate a Known Error sub-process to allow quicker diagnosis and resolution
    • Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative.
    • Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
    • Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners to improve their processes which in turn will improve the efficiency of MTNN’s operations.
    • Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
    • Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
    • Drive availability of all Enterprise systems in MTN Nigeria
    • Coordinate, convene and facilitate major incident and problem review meetings
    • Assemble and maintain problem history records; prepare statistics and trend reports for use in review of the problem management process
    • Develop faults/problem trend analysis and prepare service improvement plans to address identified gaps
    • Ensure every reoccurring problems has a problem ticket for proper tracking and root cause analysis
    • Drive major incident resolution within stipulated timeframe and ensure problem records are logged, tracked and Root cause Analysis determined
    • Management of KEDB
    • Coordination and communication Skills
    • Problem solving Skills.
    • Strong Analytical and statistical skills.
    • Good communication and presentation skills

    Job Condition:

    • Normal MTNN working conditions
    • May be required to work extended hours
    •  Open plan office

    Experience & Training

    • First  degree in any IT related discipline
    • ITIL Foundation V3 Certification
    • Fluent in English
    • Minimum of 4 years’ experience in an area of specialisation; with experience in supervising others
    • Experience working in a medium  organization
    • ITIL Foundation v3
    • Project Management
    • ITIL v3 Practitioner Problem Management

    Minimum Qualification    

    • BEng, BTech or HND

    Project Manager

     

    Job Description

    • To plan, manage and allocate resources for the execution of IS projects in line with the needs of all business units in the organization and MTN N business plan
    • Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
    • Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
    • Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.
    • Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
    • Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc.
    • Carry out feasibility studies in new business initiatives and develop project charter, identifying project scope, expectations, objectives, risks, approach and deliverables with senior management and stakeholders, to support business goals.
    • Develop detailed work plans and identify project deliverables and ensure all projects are well defined in terms of detailed project deliverables, milestones and time frames.
    • Deploy and manage resources effectively for the successful execution of IS projects, securing the release of project required resources including project staff and financial resources.
    • Review issues and problems in relation to projects, deal with vendors and administer contracts and identify project risks, as well as recommend actions to mitigate risks.
    • Assist in evaluating, tracking and managing the development and performance of team members, to ensure productivity and achievement of business results.
    • Close out project ensuring all resources are accounted for and released appropriately.
    • Compile lessons to learn for use by project teams in execution of on-going and future projects and participate in post project delivery review.

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours

    Experience & Training

    • First Degree in Electrical/Electronics, Computer Science / Engineering or related discipline.
    • Fluent in English
    • Procession of a professional project management certification (PRINCE2/PMP) will be an advantage.
    • Minimum 6 years’ experience which includes:
    • Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
    • Experience working in a medium to large organization
    • Formal project management experience in a telecommunications business environment or in a customer care & billing systems (CC&BS) or an Enterprise Resource Planning (ERP) systems environment
    • Proven experience in Managing large scale digital projects and solutions across complex, trans-national, cross-Functional program and channels
    • Experience of facilitating project coordination and managing expectations across internal, 3rd party and/or client teams according to project requirements and workstreams from kick off to deployment
    • Risk management prior to and during the project execution, managing risks within project timelines, budgets and quality
    • International certification in project management
    • Technology Seminars/workshops
    • Leadership Development programs
    • Problem Solving and Root Cause Analysis techniques
    • General Management skills

    Minimum qualification:

    • BEng, BTech or HND.

    Method of Application

    Use the link(s) below to apply on company website.

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