Coordinator - NES Regional at MTN Nigeria

Mission:

To manage a team of managed service vendors responsible for the operations and performance of Enterprise Solutions products and services, using data analytics to improve business performance.

Description:

• Provide governance for all managed service vendors and Tower Co. in the region across the different technologies supported.
• Manage the activities of CSEs and ensure smooth operations in the region.
• Act as high-level support for the resolution and closure of critical service performance issues.
• Liaise with customer support partners, managed service vendors (Tower Co.), customers, and all internal stakeholders on all service performance issues.
• Problem management to eliminate repetitive failures and guarantee QoS.
• Attend the regional governance meeting.
• Drive contractual obligations to KPIs (MTTR, planned preventive maintenance, service acceptance, and spares utilization management).
• Carry out periodic audits of MSAN nodes and RDLU to ensure they are optimal.
• Govern the ATP process and ensure all changes on the enterprise network are captured in the database.
• Take on additional responsibilities as assigned by the supervisor when required.
• Provide business intelligence using data analytics from field, vendor, and performance reports.
• Review and verify all reports submitted by vendors and Tower Co. on a weekly basis.
• Facilitate and drive enterprise customer service availability reconciliation to minimize penalty payouts to enterprise customers.
• Partner with enterprise business representatives by giving real-time updates on regional accounts.
• Co-ordinate regional change request management and provide relevant information to all stakeholders.
• Supervise all planned network expansions, service migrations, modernization, and optimization activities in the region.

Education:

• First degree in Engineering, Science related discipline
• Fluent in English

Experience:

3–7 years of work experience, which includes:

• Minimum of 3 years’ working experience in data processing, data analysis, and data presentation space or field
• Proficiency in the use of Microsoft Excel, Power BI, SQL, or related database management applications, and MS Power Point
• Good customer and service management experience, including stakeholder engagement, measurement and reporting of service KPIs, negotiating SLAs, and associated penalties
• Good knowledge of IP, data networks, and performance KPIs