Specialist, IT Support & Incident Management
Job Description
Job Summary:
The Specialist, IT Support & Incident Management is responsible for managing all incidents, events and problems identified in the technology environment in the OpCo, right from identification and analysis to resolution and logging. The purpose of the role is to ensure service continuity by reducing and ultimately stopping risks posed by known/unknown problems and events.
Job Context
Evolution and highly competitive Fintech Industry
Multi regulated and multifaceted stakeholder management
Environmental, social and governance prioritized
Partnerships at the core of business practices
Increasing demand for Fintech/digital experiences decisions to keep up with customers.
Performance driven environment
Global and MTN Group Fintech standards and best practices
· Active media engagement and brand reputation
· Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring
· Agile ways of working
Job Role
· Assist in review of the functional strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem
· Participate in strategic meetings, when required
· Execute OpCo wide transformation initiatives, when required by the functional lead
· Implement adequate risk mitigation and controls, with directions from the functional lead
· Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required
· Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required
· Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead
· Execute projects initiated in the specific sub-function
· Abide by the established objectives, targets and budgets for the sub-function, when required
· Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the functional lead
· Prepare documentation required for sign-off on tactical changes
· Ensure execution in alignment with divisional strategy.
· Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organisation
· Report on an ad hoc basis on specific projects, as required
· Abide by function’s budgets in line with business objectives
· Abide by project initiative budgets in line with business objectives
· Performs Other tasks and duties, as assigned by line Manager
Education
· Minimum of a Degree in Information Technology or related field
Relevant post graduate qualification is an advantage
Experience
· A minimum of 3 years’ total experience in IT Support & Incident Management or allied field is required
· Experience in Fintech, banking or Mobile Money is preferred
Experience in IT Service delivery/management within the Fintech , financial services sector or banking industry
Knowledge of Cloud technologies and architecture disciplines, processes, concepts and best practices
Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred
Knowledge
· Knowledge of ITSM and ITIL
· Incident management
· Event management
· IT service delivery
· Incident root cause analysis
· Incident logging
Must live the MTN Values of
Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion, COS
Must exhibit the MTN Vital Behaviors of
Complete Candor, Complete Accountability, Active Collaboration & Get it done.
How to Apply
1. Qualified applicants should indicate vacancy number Ref no: MMLSPECITSUPP13 as the email subject and ensure that CVs are saved in their names. Applications without the subject and CVs saved in their names will automatically be disqualified.
2. Interested and qualified applicants should send their Curriculum Vitae by 15th December 2023 to: mtnghanarecruitment@mtn.com
3. Only shortlisted applicants will be contacted.
