Full-Time Coordinator-Major Incident and Problem Management.Information Technology – MTN Careers
Job Description
MTN Careers – Coordinator-Major Incident and Problem Management.Information Technology
MTN Nigeria Communications Plc is a purpose-driven organization committed to creating a dynamic and rewarding work environment. We believe in fostering an inclusive culture where every employee is valued, heard, and empowered to thrive. As a leader in digital innovation, we are dedicated to delivering exceptional experiences to our customers while investing in the growth and development of our people.
Job Overview
The Coordinator – Major Incident and Problem Management is responsible for ensuring process compliance, driving efficiency in incident resolution, and managing major incidents to minimize service disruptions. This role plays a critical part in problem identification, resolution tracking, and continuous process improvement to enhance IT service delivery.
Key Responsibilities
- Ensure end-to-end compliance with incident management processes, from initiation to resolution.
- Drive the efficiency and effectiveness of incident resolution by working closely with resolver teams.
- Execute service recovery steps as per predefined major incident checklists.
- Provide regular updates on major incident recovery, document logs, and track actions taken.
- Ensure incidents are resolved within Service Level Agreements (SLAs) and trigger technical escalations when necessary.
- Create and link known error articles to improve resolution efficiency and minimize recurrence.
- Reduce the number of Severity 3 and Severity 4 incidents through process improvements and Lean principles.
- Monitor and follow up rigorously on unresolved incidents during and outside business hours, including weekends and holidays.
- Audit incident tagging and compliance, ensuring accurate categorization and reporting.
- Convert recurring or unresolved issues into problem management cases, aiming for zero repeat incidents.
- Lead incident war rooms and technical bridges for all major incidents.
- Validate resolution with end-users before closing incidents and escalate non-compliance cases.
- Review incident handling by service desks and implement improvements.
- Drive continuous process enhancement through regular reviews and optimization initiatives.
- Chair daily incident management meetings, publish reports, and contribute to IT service management reviews.
- Document case studies and register continuous service improvement initiatives quarterly.
- Ensure ITIL best practices are applied across incident, problem, configuration, release, and change management.
- Train service desk and support teams to enhance incident categorization accuracy and improve response efficiency.
- Conduct awareness sessions on incident management process compliance and lessons learned.
- Engage vendor management for escalated cases requiring OEM support.
- Collaborate with third-party service providers to facilitate swift service recovery.
Qualifications and Skills
- A first degree or equivalent in a relevant field such as Telecommunications, Computer Science, or Information Technology.
- 3 – 7 years of experience in IT service management, with a strong understanding of ITIL best practices.
- Basic knowledge of IT infrastructure, application support, and cloud technologies.
- Excellent problem-solving skills with a proactive approach to incident resolution.
- Strong communication skills with the ability to engage multiple stakeholders effectively.
- Ability to work in a high-pressure environment and manage critical service disruptions efficiently.
About MTN Nigeria
At MTN Nigeria, we are committed to building a workplace that inspires innovation, creativity, and collaboration. Our culture is driven by a shared purpose, and we strive to create an environment where employees can develop, grow, and thrive. We prioritize meaningful partnerships with our employees, customers, and stakeholders to achieve our vision of delivering a bold new digital world to Nigeria.
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