About the Role
MTN Nigeria is currently seeking a dynamic and analytical professional to join our Enterprise Business division as an Analyst - Managed Services. In this role, you will play a critical part in ensuring efficient vendor management, maintaining strict adherence to operational processes, and driving excellent service delivery for our customers across Nigeria.
Key Responsibilities- Monitor and track Managed Services vendor adherence to Incident Management processes, SLAs, and operational procedures.
- Track vendor performance KPIs including MTTA, MTTR, SLA compliance, and incident backlog.
- Validate vendor performance reports, analyze incident trends, and review Root Cause Analysis (RCA) submissions.
- Produce comprehensive weekly and monthly dashboards highlighting incident volumes, risks, and service availability.
- Ensure regulatory, legal, and internal governance compliance regarding service restoration activities.
- Coordinate continuous service improvement initiatives and maintain a robust repository of incident management documentation.
- Support governance meetings with actionable performance insights, service analytics, and strategic recommendations.
- First Degree in any relevant discipline from a recognized institution.
- Professional certification in ITIL or other relevant industry standards.
- 3 to 7 years of experience in a medium to large organization.
- Demonstrated experience in Enterprise Service Management and Enterprise Customer Support.
- Proficiency in data analytics tools and advanced Microsoft Excel skills.
- Strong analytical, reporting, and leadership capabilities with fluency in English.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage for employees and dependents.
- Opportunities for professional development and continuous learning.
- Dynamic and collaborative work environment within Africa's leading telecom company.