Manager - Incident and Problem Management Technology Information at MTN

Operational Excellence

• Accountable for the management of TCOE Service Operations Centre.
• Manages the Service Management Officers, developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
• Manage the development of framework for managing, tracking, and reporting on Team performance against agreed service levels.
• Engage with process owners responsible for analysing problems and define solutions which will align with all global processes.
• Ensure the correct incident management processes are defined to cater for customer service levels to be maintained.
• Ensure the correct benchmarks, technological trends and tools are incorporated into infrastructure planning to provide a world class service standard.
• Required to input on technology changes to ensure alignment with business requirements.
• Ensure endtoend performance and track/report on performance problems and improvements.
• Develop and continuously improve effective troubleshooting procedures and practices.
• Ensure that team keeps all documentation sufficiently detailed and up to date to ensure business continuity.
• Drive a continuously improving environment.
• Support incident and problem management reporting (KPIs and customer SLAs)
• Assist the incident and problem management process owners within OpCos in: Driving service management bestpractice and process standardisation.
• Implementing consistent endtoend application of the incident and problem management process across the business
• Identifying and planning for incident and problem management process improvement projects
• driving crossaccount process standardisation
• Drive implementation of standard execution of the incident and problem management process
• Responsible for the complete process adherence and handling of incidents and problems according to SLAs
• Responsible for acting as an escalation point to expedite incident and problem resolution.

Vendor Management

• Assess assurance risk and provide recommendations for vendor management.
• Define, review and improve vendor related processes.

Communication and coordination

• Develop and grow long term relationships with key vendors, MTN Business and Wholesale stakeholders as well as the Digital team. Interface with other areas of the MTN Business for effective customer support
• Escalate risks and issues to the senior management within the technology function.

Financial Management

• Participates in the annual budget process for expenses, personnel, and training and works with SM Officers to facilitate adherence and compliance with established policy and procedure

Education

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering or related field

Relevant

• ITIL V3)
• certification/accreditation (e.g.,
• Fluent in language of country with basic command of English
• English, French and Arabic (as advantage)

Experience

• Minimum of 5 years' experience in incident and problem management
• Prior professional services/consulting background
• Worked across diverse cultures and
• geographies advantageous
• Experience in global/multinational enterprise, coupled with working in emerging markets
• Proven track record of business improvement and strategy development