Major Incident & Problem Management Coordinator in Lagos, Nigeria

at MTN Nigeria

Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female
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Job Description

  • 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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