Major Incident/Problem Management Coordinator at MTN Nigeria

Employment Nigeria 07-Sep-2016 LAGOS , IT and Telecoms

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.

POSITION : 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

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Major Incident/Problem Management Coordinator at MTN Nigeria

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