Mission/ Core purpose of the Job

To pro-actively support the Day to day Operations in the Technology division through Tools, Automation and seamless Operations to ensure that MTN achieves the predefined company objectives.

Main Job Functions:

• Design and Automation of processes to streamline operations.
• Conduct research on Enterprise Management tools and standards to remain abreast of developments in the IT industry.
• Integrate the ITSM tool with all vendors, OpCos and Service providers
• Ensuring that all tools meet the availability, integrity, scalability, and security requirements.
• Administration, configuration, deployment of all security tools in the MTN ICT Infrastructure (like Splunk, OSSEC, Trend micro, Operational tools and other security tools)
• Execute and oversee new tools for software upgrades and changes.
• Monitor and test Backoffice performance and provide performance statistics and reports.
• Participate in designing solutions to align to automation.
• Design and develop and maintaining a precise and comprehensive procedural and process documentation for end-to-end Operations in tools perspective.
• Serves as the first point of contact for Vendor management, establishes, and maintains an effective relationship with the Vendors to ensure that all critical issues are brought to a rapid resolution in accordance with established SLAs.
• Establishing and maintaining effective relationships to continually improve collaboration with business stakeholders.
• Planning and managing support for incident management tools and processes.
• Security Incident and Event Management including proactive security monitoring.
• Third party access control, authorization and User access review for selected systems’ OS, DB and APP.
• Endpoint, network access management and Vulnerability assessments
• Coordinating interfaces between incident management and other service management processes
• Driving the efficiency and effectiveness of the incident management process
• Developing and maintaining the incident management process and procedures
• Manage end to end configuration & Release management in liaison with the ITO partners.
• Manage end to end service continuity across technology in liaison with the different Vendors.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

• Quality of projects delivered.
• Completeness, accuracy and efficiency of defined processes and procedures
• Adherence to approved operating standards and methodologies.
• Efficient delivery of solutions in line with defined of SLAs
• Operational stability
• Quality of Audit findings i.e., towards zero negative audit findings

Job Requirements (Education, Experience and Competencies)

Education:

• Bachelor’s Degree in Computer Science, Information Technology, Electrical/Telecom Engineering, or related field
• Relevant certification / accreditation i.e., Business process Framework training and development languages
• Software security tools and Software Engineering tools Knowledge.

Experience:

• 5-6years’ experience in Operations in a stressful environment specifically in tools based on Unix/ Linux and windows plus security operations, Plus 3 years in process driven environments

Competencies:

Training

• IP Training
• ITIL training
• Basic Audit training
• Project management methodologies
• Relationship management
• Training in Microsoft Visual, excel, word and PowerPoint.

Skills

• Ability to work on multiple tasks, often with conflicting objectives and competing deadlines.
• Analytical skills
• Business acumen – an understanding of the business as a whole.
• Change management skills
• Coaching skills – to develop the team and staff.
• Communication skills
• Conflict management skills
• Delegating skills
• Facilitation skills
• Feedback skills
• Flexibility – the ability to adapt and change in the light of changing circumstances / new information.
• Influencing skills
• Negotiation skills
• Quality management skills
• Relationship skills – to build relationships to facilitate efficient workflow.
• Risk management skills
• Scanning skills – to search for new ideas, trends, and principles.
• Strong “can-do attitude” combined with an ability to use minimum resources to get maximum outputs.
• Systems thinking – understanding the “big picture”.
• Time management, specifically the ability to prioritize.

 Behavioral Qualities

• Ability to deal with high levels of ambiguity.
• Analytical
• Assertive
• Attention to detail.
• Communication
• Conceptual thinking
• Consultative approach
• Continuous improvement philosophy
• Decision making
• Emotional intelligence
• Integrity
• Planning and organizing
• Quality assurance
• Results orientated.
• Solution providing
• Strategic thinking