Coordinator - Major Incident and Problem Management at MTN
Job Description
Reports To: Manager Integration
Division: Information Technology
Description:
Ensure process compliance from initiation to closure of incidents.
Drive the efficiency and effectiveness of the incident management process with resolver teams.
Execute the steps to recover services as per the MI checklist provided for each severity type of major incidents.
Provide MIR updates within the major incident recovery window, documenting all logs and steps taken by the technical team.
Ensure that all incidents are resolved within Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) while managing incidents to avoid breaches.
Trigger appropriate technical escalation levels (L2 and L3) when necessary.
Create and link known error articles where applicable and guide resolver teams in using the Known Error Database (KEDB) to reduce Mean Time to Repair (MTTR).
Reduce Severity 3 and Severity 4 incidents by applying LEAN principles to control incident volume.
Ensure a Year-on-Year decline in Severity 3 and Severity 4 trends.
Follow up rigorously on the closure of Severity 3 and Severity 4 incidents over business and non-business hours, weekends, and holidays to minimize service disruption.
Regularly audit to ensure that relevant Configuration Items (CIs) are tagged correctly by technical teams.
Produce analytical reports on non-compliant support groups based on audit findings.
Convert recurring or unknown issues into problems with an objective of achieving a ZERO repeat incident policy.
Invoke High Availability (HA) and/or Disaster Recovery (DR) switchover as per defined checklists for service recovery.
Identify, initiate, schedule, and conduct incident War-Room/Technical Bridge meetings for all major incidents.
Ensure the closure of all resolved incident records confirmed by end-users and escalate unresolved cases to IT management.
Verify and validate resolutions with end-users before closing assigned incidents as per policy.
Review incident handling by DCFLS/Service Desk and implement measures to close identified gaps.
Establish continuous process improvement cycles to review and enhance process performance, policies, and procedures.
Chair the daily Incident Management Meeting, publish daily incident reports, and contribute to IT Service Management (ITSM) weekly/monthly reports.
Publish at least one case study per quarter in the Knowledge Management Database (KMDB) and register Continuous Service Improvement (CSI) initiatives.
Ensure all ITIL guiding principles are applied within the MTNN IT Division, covering Incident Management, Problem Management, Configuration, Release, and Change Control.
Train and coach the Service Desk and DCFLS teams to ensure accurate incident categorization and assignment to technical teams.
Train Call Center agents and Customer Relations units to prevent duplicate incident logging during widespread cases.
Conduct training and awareness sessions for the IT team on Incident Management Process compliance each quarter.
Highlight key learnings from past incidents, identifying positives (successes) and areas for improvement.
Engage Vendor Management for OEM-related cases where incidents take longer to resolve.
Engage third-party partners when service recovery is needed for third-party-related incidents, joining War-Room/Technical Bridge discussions with internal teams.
Education:
First degree or equivalent in a relevant discipline (Telecoms, Computer Science, IT).
Fluent in English.
Experience:
3 - 7 years of experience, including:
A good understanding of ITIL practices and guiding principles.
Basic knowledge of IT infrastructure, application support, and cloud technologies.