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 TypeFull Time
QualificationBA/BSc/HND
Experience3 years
Location Lagos
Job FieldCustomer Care
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
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 ManagerJob TypeFull Time
QualificationBA/BSc/HND
Experience3 years
Location Lagos
Job FieldICT / Computer
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.
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 CoordinatorJob TypeFull Time
QualificationBA/BSc/HND
Experience4 years
Location Lagos
Job FieldICT / Computer
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 ManagerJob TypeFull Time
QualificationBA/BSc/HND
Experience6 years
Location Lagos
Job FieldICT / Computer Project Management
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 ApplicationUse the link(s) below to apply on company website.
Customer Relationship Officer (Product & Testing)Service Transition ManagerMajor Incident & Problem Management CoordinatorProject Manager
Topic: Latest ongoing recruitment at MTN Nigeria (Read 1181 times)
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February 22, 2019, 06:57:17 AM