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  • Posted: Jun 28, 2017
    Deadline: Jul 6, 2017
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    MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
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    Senior Manager, Agile & Demand Management

    Division: Information Systems

    Core Purpose of the Job

    • Provide governance and management of the demand pipeline and act as primary partner for the business functions to capture, structure, align and plan business demand and match this demand with the IT supply functions’ capacity.

    Job Summary

    • Developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card.
    • Participate in the review of Business Processes to drive efficiency gains.
    • Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.
    • Review business plans for MTN Nigeria and manpower imperatives for the organization and determine the organisation’s manning requirements/ manning levels and ensure efficient allocation of manpower for organization effectiveness.
    • Serve MTNN’s customers and provide solutions to improve the customer experience.
    • Partner with MTNN’s Ecosystem Partners to deliver business value.
    • Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
    • Network and build solid relationships with internal units and relevant third parties and develop a close working relationship with relevant information sources to provide an integrated service.
    • Manage the relationship with the business units with respect to their new requirements Manage a group of demand managers and subject matter experts working with the business units regarding their IT demand and IT deliveries.
    • Develop, define and implement the overall IT demand management structure & processes in agreement with the CIO and IS management
    • Develop a communication and governance structure in line with Capital Expenditure Committee processes which takes care of the business units needs and aligns demand with existing capacity
    • Set Budget and Resource requirements and influence Head of Technology Services and COO to make effective decisions.
    • Manage workload and assignments of a team of demand managers.
    • To initiate, participate and contribute to any ongoing business activity which will create substantial IT demand.
    • Initiate and execute intra departmental communication and improvement activities to ensure maximum alignment of the IT with business priorities and facilitate demand capturing.
    • Attend all relevant Business and decision making forums which deal with future IT demand and new requirements.
    • Build an overall demand pipeline on an annual basis as well as in an ongoing basis
    • Develop and maintain a project and enhancement roadmap aligned with business priority, IT capacity, technical dependencies and ongoing project portfolio.
    • Capture new demand and ensure structured and high quality of demand’s scope and specification in order to have a consistent basis for estimation and scheduling of the implementation.
    • Liaise with the business units to shape and implement the demand management processes as well as the regular liaison / relationship management interactions.
    • Prepare and maintain a project portfolio view for upcoming projects with IT expenditure to facilitate a Capital Expenditure Committee decision basis.
    • Prepare and maintain a System Enhancement Request Portfolio view and facilitate prioritization and scheduling decisions for System Enhancement requests in order to ensure optimal usage of the IT capacity.
    • Develop KPIs for Demand Management
    • Ensures timely and accurate reporting of all IT demand related issues to senior management and key stakeholders.
    • Develop KPIs for Demand Management as well as dashboards and regular reports to create transparency and tracking of change requests and projects.
    • Creates information packs for senior management in GBS and other business units to create transparency over the demand pipeline, the status of current in-flight projects as well as day-to-day operations performance metrics of IT.
    • Facilitate alignment meetings with business units on several levels up to the Management Executive Committee
    • Create transparency about upcoming business initiatives, the current demand pipeline, the current IT change execution performance, capacity situation.
    • Create transparency on the current IT Demand Delivery status via operational KPIs, monthly reviews and other metrics.
    • Act as Scrum master initially for 1-2 scrum teams with a focus on guiding the teams towards improving the way they work. Eventually the teams will expand in number as we grow our Demand pipeline
    • Facilitate sprint planning, retrospective and sprint demos.
    • Assist the product owner with keeping the backlog groomed.
    • Ensure cross-scrum team coordination.
    • Reach out to the larger company network for impediment removal, including those outside IS
    • Maintain relevant metrics that help the team see how they are doing.
    • Coach and mentor other scrum masters in our product team, and ensure that our ways of working are consistent across the teams.
    • Liaise between the developers and User Experience/Visual Designers. Foster better communication between the disciplines.
    • Take responsibility for managing dependencies between our team and third parties or between our team and other scrum teams.
    • Strengthen the presence of our team as an Agile Centre of Excellence. Actively contribute to the company’s Agile and Lean methodology.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Coach and train the Enterprise Architecture team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
    • Identify training and development needs and manage skills enhancement programmes for the team to address knowledge gaps and enrich knowledge repository within the department.
    • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

    Education

    • First degree in any discipline preferably Computer Science or equivalent
    • Master’s Degree in a relevant discipline will be an added advantage.

    Experience:

    • 10 years’ work experience covering Agile and Demand Management within a Medium to Large Telco or Multi-Media organisation
    • Manager track record of 3 years or more; with at least 2 years in relevant sector/ industry across diverse cultures and geographies advantageous
    • Ideally qualified in ITIL and in a project management methodology
    • Project management experience
    • Experience in release management and ideally some exposure to IT operations management and good knowledge of IT governance processes.
    • Experience with Scrum, creative design, Agile methodologies  as well as enabling business capability and objectives through technology
    • Must have a well-rounded user-centered product portfolio that spans retail banking, e-commerce and telecoms
    • Experience with conducting user research, usability testing, A/B testing, rapid prototyping and analytics
    • Knowledge of Lead and Agile software development processes and 3 years minimum experience playing the Agile Coach and Scrum Master role for a software development team that was diligently applying Scrum principles, practices, and theory across distributed teams and stakeholder groups.
    • Experienced in servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment
    • Experienced burndown techniques, burn chart analysis, and other Agile approaches: XP, Kanban, Crystal, FDD. Excellent communication and coaching skills.Experience in working with both Agile/RAD methodologies and SSADM or equivalent waterfall methodologies.
    • People / stakeholder management skills

    Job Conditions

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

    go to method of application »

    Enterprise Availability Engineer

    Division: Information Systems

    Core Purpose of the Job

    • Develop, implement and manage Information Systems processes in line with IS and Enterprise Management strategies and best practices.
    • Ensure cost-effective IT capacity exists and is matched to the current and future agreed needs of the business in a timely manner.

    Job Summary

    • Participate in the assessment of resource requirements for EMS and assist in preparing the budget for IS Infrastructure operations and services.
    • Production and maintenance of an appropriate and up-to-date Availability Plan, which reflects the current and future needs of the business
    • Production and maintenance of an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
    • Provide advice and guidance to all other areas of the business and IT on all availability, capacity and performance related issues
    • Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and capacity of both services and resources
    • Assist with the diagnosis and resolution of performance- and capacity-related incidents and problems
    • Assess the impact of all changes on the Capacity Plan, and the performance and capacity of all services and resources
    • Modeling capacity forecasts using systems and business metrics
    • Managing workload assignments across environment achieving optimal performance.
    • Performing second level problem determination using monitoring and data collection tools in capacity related disciplines
    • Analyzing performance data identifying bottlenecks and recommending alternative resolutions
    • Producing ad hoc resource usage reports and analysis
    • Initiates and develops concepts to identify system and application performance issue from planned changes to the environment prior to their move to production.
    • Identify production capacity risks in time to avoid service interruption or degradation
    • Serve the Division’s internal customers and provide solutions to improve the customer experience.
    • Work with IS process teams to discuss or explain process dysfunction, causes and possible solutions and establish the approach to delivering related improvement initiative.
    • Maintain effective working relationships with internal and external suppliers.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions.

    Requirements

    Education:
    • Bachelor of Science or its equivalent in Computer Science or other related fields.
    • ITIL Foundation certificate at the minimum.
    • Operating System Certification preferably Oracle or Windows
    Experience:
    • Minimum of 3 years’ experience in Application Performance Tuning and reporting.
    • Experience working in a medium organization
    • Experience in scripting and programming.
    • BMC ESM tools
    • Any other ESM or capacity and performance management tool knowledge will be added advantage
    • IT availability management
    • Performance testing and capacity planning work experience in a technical disciplines
    • Good understanding of methodologies and the impact of the technology in question (ITIL Certificate preferred)
    • Broad understanding of platforms (ESM), associated products and common IT management process
    Job Conditions
    • Normal MTNN working conditions.
    • May be required to work extended hours.

    go to method of application »

    General Manager, Information Systems Governance

    Division: Information Systems

    Core Purpose of the Job

    • Responsible for IT Regulatory Compliance, IT Audit Governance and IT Governance support.
    • Oversee and be accountable to drive the mechanism for process controlling and continuous process improvement in IT.
    • Responsible for supporting management with its responsibilities in responding to requests from internal and external audit entities including reviewing requests, monitoring audit execution and reviewing findings with governance bodies.

    Job Summary

    • Regularly monitor and review resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
    • Review MTNN corporate direction and develop Information Services Governance landscape ensuring alignment with MTN corporate strategic objectives and develop plans to support business initiatives and enhance IS infrastructure support capacity.
    • Regularly monitor and review resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
    • Provide support initiatives that will ensure cost savings and reduction to drive EBITDA growth for the organization (OPEX/COS savings).
    • Champion/Sponsor the review of Business Processes (headcount, process optimisation, business optimisation, continuous service improvement etc.), to drive efficiency gains.
    • Review MTNN corporate direction and develop Information Services strategy ensuring alignment with MTN corporate strategic objectives and develop plans to support business initiatives and enhance IS support capacity.
    • Champion Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy
    • Assess resource requirements for the department and develop budget for the infrastructure function and regularly monitor resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
    • Monitor changes in regulations and technology that may affect revenue assurance functions in MTNN and ensure revenue leakage is minimized.
    • Improve MTNN’s Net Promoters Score
    • Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
    • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
    • Ensure the right service management practices are in place to create the enabler for IT systems to provide a differentiated customer experience.
    • Provide primary support for yearly SOX/ PWC IT audit exam for Ratings IT Operations
    • Further institutionalize segregation of duties control across Ratings IT applications
    • Define opportunities for automation of monitoring IT controls
    • Track action plans to completion, monitor and report on IT risk and IT control related activities
    • Manage a portfolio of activities related to planning and executing the IT control assessment activities
    • Create and maintain governance structure for processes and ensure processes and policies are developed, documented and maintained in accordance with established set /industry guidelines and benchmarks.
    • To ensure all IT systems uptime and ensure that adequate capacity, availability to drive expected Customer Experience
    • Provide leadership on IT Architecture governance and ensuring compliance to King III technology risk management. Measures of success include repository architecture accuracy, appropriate and timely reporting on Technology governance.
    • Be accountable to drive the IT Governance using implementation mechanism for process controlling and continuous process improvement with focus on the definition and further development of guidelines, standards and metrics (KPIs), including compliance.
    • Also responsible for ensuring that the aims of Disaster Recovery and Service Continuity are met and that the IT continuity strategy, processes, and plans and procedures are developed and maintained.
    • Ensure QA standards are met and report on compliance (including performance against QA Management plan, business KPIs and client KPQPs & SLAs).
    • Ensures global coverage of the Service Transition function as well as enabling our Controls Monitoring function for regular review and reports of operating controls around our applications and infrastructure.
    • Ensures that Operational controls meet regulatory and audit requirements as well as align to industry best practices including IT Sarbanes Oxley.
    • Defining and maintenance of IT maturity model, quality management system and regular evaluation of IT maturity
    • Ensures effective IT Risk management, Compliance & Audit
    • Develop and implement processes and procedures for tracking company assets to oversee quality control throughout their lifecycles.
    • Lead and collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
    • Definition of global IT processes, process goals/ quality objectives and derivation of key figures (for example IT process indicators (KPI) for process optimization)
    • Pro-actively managing and consulting global best practices with regards to IT processes
    • Ensuring that processes will follow the agreed standards and accountable for reporting of process quality and compliance
    • Definition, coordination and implementation of the overall concept for the quality and process management (quality policy, manual)
    • Measurement and identification of optimization potential in terms of continuous improvement process as well as initiation and support of optimization measures
    • Accountable for ensuring the preparation and conduction of IT process audits
    • Providing advice on IT methods, IT tools, IT process optimization and general IT process management.
    • Define and implement Key Performance Indicators and Metrics for support and operational activities and use these metrics to drive service delivery excellence
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Provide leadership and direction leading team to deliver on respective business targets and improve overall performance of the department.
    • Identify, evaluate and track the development needs and performance of IS Governance staff, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
    • Deliver business value through partnership with MTNN’s Ecosystem Partners to customers to enhance MTN’s Corporate Brand
    • Promote the Governance vision and institute a customer centric culture and interface between IS, its stakeholders and the rest of the organization.

    Job Conditions

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

    Requirements
    Education:

    • Relevant IT Degree/Professional qualification,
    • MBA/MSC is advantageous
    • CISA/CISM/CGEIT Certified
    • TOGAF Certified
    • ISO/PCI-DSS /COBIT Certified
    • ITIL Certified

    Experience:

    • 12 years’ experience which includes:
    • Senior management track record of 8 years or more; with at least 5 years in relevant sector/ industry as per relevant role
    • Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
    • Worked across diverse cultures and geographies
    • Senior management experience in strategy formulation, technology forecasting, enterprise architecture, network economics, project management, operations management, strategic planning and quality control management.
    • Proven experience in Compliance frameworks such as SOX will be advantageous.
    • Ability to design, evaluate and document processes and lead teams in accomplishing process review and improvement.
    • Experience in Audit, and possess an understanding of key Technology general controls and risk mitigation procedures is preferred
    • Experience in the following areas: technology, project management; process management, IT audit and quality control
    • Understanding of regulatory landscape for Technology
    • Excellent written and verbal communication skills and proven Project management skills
    • Demonstrated skills in presentations/communications to varied audiences (i.e. business vs. technical and working group vs. executive management)
    • Good understanding of IT4IT process areas. Working knowledge of Microsoft Networking and network protocols including TCP/IP, Routers, Firewalls, Switches, Microsoft SQL and other relational databases, Broadband and Internet technologies, thin and fat client technologies.
    • Project management Experience
    • Experience dealing with change management issues.
    • Experience working with a range of Service providers

    Training:

    • Strategy Development
    • Leadership Development Programs
    • Business Continuity
    • Cost management
    • Process Engineering
    • Continuous Service Improvement
    • Risk & Quality Management

    go to method of application »

    Service Level & Vendor Management Coordinator

    Division: Information Systems

    Core Purpose of the Job

    • To ensure proper vendor performance management are delivered in all services for current and future agreed needs of the business in a cost effective manner.
    • To ensure aligned service level management practice for the organization to cater for all deliverables geared towards achieving business objectives

    Education

    • First Degree  in Computer Science or other related field.
    • ITIL Foundation certificate at the minimum.
    • ITIL Service Design practitioner.

    Experience:

    • Minimum of 3 years’ experience in an area of specialisation; with experience working with others in a medium  organization
    • 2 years’ experience in vendor performance management practice in a medium sized organization
    • 2 years’ experience in managing service level management process
    • Good understanding of methodologies and the impact of the technology in question (ITIL Certificate preferred)

    Training:

    • Service Level Management
    • Vendor Performance Management
    • ITIL Service Design Practitioner
    • Business Analysis
    • Formal training on Project Management

    Job Summary

    • Enterprise Financial Health translating revenue growth formula & objectives into results
    • New business growth from data access, ICT & Digital to sustain and complement traditional revenues
    • Business growth, value created & cost-effectiveness achieved by process optimization, new initiatives and improved operations/ways of work etc.
    • Value created by increase in customer base and product sales for products and services.
    • New business opportunities from products launched, sector/market growth, product/process innovation, process reviews/audit close-out etc.,
    • Impact include positive companywide engagement indices
    • Benefits accruing to MTN/Telecom industry from specific actions. Benefits can be in form of contributions during stakeholder workshops etc.
    • Deliberate ecosystem management to achieve business objectives (value creation), brand value & corporate positioning
    • Speaking in complete candor at all times, being completely accountable, driving a collaborative work culture, getting the job done with Company Pride & Passion thereby enhancing MTN’s profile as employer of choice.

    Job Conditions

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

    go to method of application »

    Incident Management Coordinator

    Division: Information Systems

    Core Purpose of the Job

    • Proactively detect and prevent future incidents/problems and initiate a Known Error sub-process to allow quicker diagnosis and resolution.
    • Coordinate, standardise and supervise all enterprise systems major incidents and problems management activities within MTNN IS department to best practice standards.

    Job Summary

    • Assemble and maintain problem history records; prepare statistics and trend reports for use in review of the problem management process
    • Develop, implement and continuously improve the processes, procedures and policies required service operations, systems development and for meeting customer needs.
    • Monitor the process of escalating unresolved incidents to appropriate authority or professionals in compliance with agreed PPPs’.
    • Prepare and present reliable trend analysis to help determine focus areas and develop proactive approaches to faults management.
    • Periodic review of Incident management Policies, processes and procedures and other related documents
    • Log, track, and monitor issues / incidents to ensure resolution in a timely manner with the least impact on operations.
    • Monitor the effectiveness and quality of IT/IS teams performance against set standards.
    • Measure and report on IT/ IS teams performance on periodic basis
    • Developing, implementing, and managing operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
    • Identify best practices in incident management through continuous improvement initiatives.
    • Compile reports on SLA targets, number and types of requests/incidents, while communicating findings to management and responding to further requests for data or analysis.
    • Ensure the compliance of knowledge management and data capture processes in regards to incident management activities.
    • Manage all operational issues arising from the handling of the incidents reported to the Service Desk.
    • Manage feedback from customers and be able to carry out service recovery with the customers if required.
    • Communicate to senior management and customers and keep them updated on incident status
    • Manage mass announcements, if any relating to incidents etc.
    • Drive availability of all Enterprise systems in MTN Nigeria
    • Coordinate, convene and facilitate major incident and problem review meetings
    • Develop faults/problem trend analysis and prepare service improvement plans to address identified gaps
    • Ensure every reoccurring problem 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 (Known Error Database)
    • Manage customer expectations as well as achieve customer satisfaction.
    • Initiate and coordinate communication process and procedures with end-users usually at high-level.
    • Develop innovations for training end-users on self-help tips necessary for first level resolution of end user problems
    • Managing the first line support team’s relationship with other lines in the support value chain
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions.

    Education

    • B.Sc in Computer Science or an IT equivalent Degree
    • Foundation Certificate in ITIL v3 - IT Service Management
    • Practitioner in ITIL Service Operations will be an added advantage.
    • MCSE or MCDS

    Experience:

    • Minimum 3 years’ experience in IT End User support service delivery
    • Minimum 2 years on a supervisory level
    • Strong knowledge of Microsoft Windows Client Operating system – Windows XP, Windows Vista, Windows 7 etc.
    • Experience supporting basic end user applications such as MS Office, IE 6-9, MS Exchange Server 2003, 2007 & 2010, Active Directory
    • Working knowledge of Microsoft Networking and network protocols including TCP/IP, Routers, Firewalls, Switches, Microsoft SQL and other relational databases, Broadband and Internet technologies, thin and fat client technologies.
    • Project management Experience
    • Experience dealing with change management issues
    • Experience working with a range of Service providers

    Training:

    • ITIL Foundation Certificate, in IT Service Management.
    • Customer management training/experience.
    • Training in IT support/operations
    • Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
    • Project Management methodologies
    • Strong analytical, problem-solving, and conceptual skills
    • Knowledge of ITSM Software preferable BMC Remedy
    • People Management Training

    Job Conditions

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

    Method of Application

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