Manager - Service Operations at MTN Nigeria

MTN NigeriaLagos, Nigeria Networking and Tech Support

Full Time

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 with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.

Mission

To interface with MTN business customers, plan for and proactively implement processes that enable IT/IS deliver sustained levels of service or ensure rapid restoration of service in the event of major incidents or disaster, matching resources to business demand at a justifiable cost.
To manage, and oversee the operations of IT command center team comprising of various teams in the smooth running and support of IT systems, Applications, services and information systems.

Description

Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans
Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability
Assess resource requirements and assist in preparing the budget for IT Service Management, as well as prepare information systems technical business cases.
Provide technical information, customer assistance, and solutions to technical problems across the enterprise
Develop and implement policies and procedures for IT/IS and enterprise systems development and operations
Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department
Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities
Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management
Initiate service improvement programs and liaise with the Change Management team over proposed changes
Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the design, development & implementation of IT/IS services.
Monitor the effectiveness of the team against OLA/SLA/KPIs, driving through change as needed to deliver continual service improvement
Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements
Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation
Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user
Drive availability of all enterprise systems in MTN Nigeria by managing all Incidents and Problem management
Eliminate/minimize downtime/disruptions to service delivery due to IT problems/issues
Formulate and maintain Customer relationship strategies to satisfy MTN Nigeria customers
Develop IT/IS action plan to address identified issues with customer satisfaction
Manage Major Incidents and Problems across all IS Enterprise Systems
Ensure operational procedures and practices are well defined, documented and consistently applied
Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization