Manager, Service Performance - Information Technology at MTN Nigeria

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: Manager, Service Performance - Information Technology

Job Identification: 2195
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 3
Division: Information Technology
Reports To: Senior Manager - Service Management

Description

• Perform IT Service Performance and Capacity planning and analysis for medium to highly complex assignments
• Develop, maintain and implement an operational roadmap Plan for End-to End service Monitoring and Observability for On-premise and cloud based systems
• Develop, review and standardize from service-view all recovery process and procedural standards to SPOF, Reliability, Availability, Capacity and End-to-end service performance of IT Services
• Support the implementation of a Business Impact Analysis and Business KPI reviews
• Ensure Update service catalogue and CMDB Records is maintain for enterprise
• Actively participate in Incident & Problem management of major incidents
• Champion the Integration of SRE function as framework to improve service reliability and improve MTTR for mission critical IT systems
• Champion and drive initiative for Culture. Process for Continuous Improvement within IT enterprise
• Track and monitor the implementation of changes that may be used for monitoring and reporting service availability and performance
• Develop, track and report all operations issues that will impact IT services availability and Performance
• Develop and maintain 360 Capacity management plan for all IT Service to ensure 99.99% availability
• Develop and update IT Service Performance documents for all mission critical processes
• Lead and direct high availability performance testing for all mission critical processes
• Support in the tracking of all IT-related risk and update risk register accordingly
• Develop and update all IT Service performance PPPs
• Champion initiative for development of predictive service dashboard that monitor Realtime business performance and CEX issues
• Support initiative for implementation of self heading for improving MTTR and reduce major incident in production environment
• Own IT Service Performance and Capacity Planning target, measurement and improvement plan
• Drive value add process for ServiceNow Implementation
• Provide ongoing feedback for risk management, mitigation, and prevention
• Represent IT Service performance requirements in the annual budgeting process
• Regularly report IT Service performance to upper management
• Act as liaison for IT Service Performance processes
• Serve as a subject matter expert in IT Service Performance and Capacity Management

Educational Qualifications

• First Degree or HND in Computer Science / Engineering, Information Systems, related field.
• Fluent in English

Experience:

• 6 - 13 years’ experience which includes:
• Minimum of 5 - 7 years’ experience in IT Service Performance and Capacity Management with experience in supervising highly performing teams
• Possess appropriate certification such as ITIL v3 or V4, SRE, DevOps, COBIT, Azure cloud architect, ITAM, Certified Agile Project Manager or, Certified Scrum Master (CSM)
• In-depth knowledge of business process modelling, IT Capacity Management, SRE, DevOps, ServiceNow
• Proficient in Open source and enterprise monitoring tools like : AppDynamics, Datadog, Dyntrace, BMC Trusight, statestack, Grafana,Kubana.,Elastic search etc.
• Strong knowledge and understanding performing risk analyses, business impact analyses and strong data Analysis
• Experience in preparing, reviewing, and reporting IT service availability and Performance  
• A good understanding of available and emerging IT technologies in AIOPS and Full stack observability
• Experience and understanding of Windows, Unix, Virtual Machines, Hyper Converged Infrastructure, SAN, SDN, Network , Kubernetes  Database.
• Excellent communication and presentation skills

Application Closing Date
6th March, 2023; 23:59