Posted on Mon 17th Mar, 2025 - hotnigerianjobs.com --- (0 comments)
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.
We are recruiting to fill the position below:
Job Title: Coordinator - Major Incident and Problem Management, Information Technology
Job Identification: 5047 Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2
Division: Information Technology
Reports To: Manager Integration
Description
Ensure process compliance from initiation to closure of incidents
Drive the efficiency and effectiveness of the incident management process with resolver teams
Execute the steps to recover services as per the MI checklist provided for each severity type of major incidents
Provide MIR updates within the Major Incident recovery window; documenting all logs and steps taken by technical team
Ensure that ALL Incidents are resolved within Service Level Agreements/Operational Level Agreements and trigger appropriate technical escalation levels (L2 and L3) while managing incidents to avoid breaches
Create and link known error articles where applicable. Also provide guidance to resolver teams to use KEDB for reduction of MTTR.
Reduce Severity 3 and Severity 4 incidents – apply LEAN principle where possible to control the volume of incidents and ensure Year-on-Year number of Severity 3 and Severity 4 trends are on the decline
Follow-up rigorously on the closure of Severity 3 and Severity 4 over business and non-business hours, weekend s and holidays with an aim of minimum possible service disruption and improving daily closure rate
Regularly audit to ensure that relevant CI’s are being tagged by technical team or any other teams closing the incident and produce analytical report on a sampling basis for non-compliant support groups
Convert recurring or unknown issues into problems with an objective of ZERO repeat incident policy
Invoke HA and/or DR switchover as per the checklist defined for service recovery and in line with related policies, processes and procedures
Identify, initiate, schedule and conduct incident War-Room/Technical Bridge for ALL major incidents
Ensure the closure of all resolved Incident records confirmed by the end-user; identify cases where such actions are not taken and escalate such cases to IT management
Verify and validate resolution with end-users before resolving assigned Incidents as per policy
Review incident handling by DCFLS/Service Desk and put measure in place to close identified gaps
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
Chair the Daily Incident Management Meeting and publish incident report daily and contribute on ITSM weekly/Monthly report
Publish at least one case study per quarter in KMDB and register CSI as per criteria defined
Ensure all ITIL guiding principles are applied within the MTNN IT Division (Incident Management, Problem, Configuration, Release and Change control)
Train and coach the Service Desk and DCFLS to ensure error-free incident categorization and assignments to technical teams. In parallel, train the Call Center agents & Customer Relations unit to ensure duplicate incidents are not logged in widespread cases
Conduct training/awareness sessions for IT team on Incident Management Process compliance, to highlight positives (what went right) and Learnings (what went wrong) per Quarter
Engage Vendor Management for OEM related cases where incidents are taking longer time to close
Engage third party partners when there is a service recovery need for third party-oriented cases by joining War-Room/Technical Bridge with internal technical teams
Educational Qualification
First Degree or equivalent in a relevant discipline (Telecoms, Computer Science, IT)
Fluent in English
Experience:
3 - 7 years of experience which includes:
Good understanding of ITIL Practices and Guiding Principles.
Basic knowledge of IT Infrastructure, Application Support and Cloud.
Eligible Females and People with Disabilities are encouraged to apply.
MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.
MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.