Description
Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans
Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability
Assess resource requirements and assist in preparing the budget for IT Service Management, as well as prepare information systems technical business cases.
Provide technical information, customer assistance, and solutions to technical problems across the enterprise
Develop and implement policies and procedures for IT/IS and enterprise systems development and operations
Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department
Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities
Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management
Initiate service improvement programs and liaise with the Change Management team over proposed changes
Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the design, development & implementation of IT/IS services.
Monitor the effectiveness of the team against OLA/SLA/KPIs, driving through change as needed to deliver continual service improvement
Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements
Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation
Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user
Drive availability of all enterprise systems in MTN Nigeria by managing all Incidents and Problem management
Eliminate/minimize downtime/disruptions to service delivery due to IT problems/issues
Formulate and maintain Customer relationship strategies to satisfy MTN Nigeria customers
Develop IT/IS action plan to address identified issues with customer satisfaction
Manage Major Incidents and Problems across all IS Enterprise Systems
Ensure operational procedures and practices are well defined, documented and consistently applied
Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization..
Minimum Job requirement
Education:
- A first degree in Information Technology or any related discipline
- ITILv3 Expert Certificate (IT Service Management)
- Fluent in English
Work Experience
- Minimum 6 – 13 years of experience which includes:
- Minimum 3 years IT Service Support and Delivery
- Experience working in a medium to large organization
I’m a tech-savvy professional with a passion for web development, digital marketing, and a proven track record of helping companies thrive through my diverse skill set.
