MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
We are recruiting for the position below:
Job Title: Analyst - Managed Services
Job Identification: 7741
Location: Victoria
Island, Lagos
Reports To: Manager - Vendor
Performance and Governance Managed Services
Division: Enterprise Business
Mission
- Ensures
efficient management of Managed Services (MS) Vendor for excellent service
delivery to our customers by focusing on adherence to operational PPPs and
regulatory requirements and well as management of the agreed contract.
- This
is achieved by the consistent monitoring of the performance of the MS
Vendor.
Description
- Use
data to monitor and track the MS vendor's adherence to Incident Management
processes, ensuring all incidents are logged, categorized, prioritized,
assigned, and resolved in accordance with agreed SLAs and operational
procedures.
- Monitor
vendor compliance with all regulatory, legal, and internal governance
requirements relating to Incident Management and service restoration
activities.
- Monitor
the vendor's adherence to incident response and restoration timelines,
ensuring incidents are acknowledged, escalated, resolved, and closed
within agreed service levels.
- Monitor
and analyze incident trends to identify recurring issues, service
degradation, and opportunities for proactive improvement and problem
management.
- Ensure
the vendor provides accurate and timely daily, weekly, and monthly
Incident Management reports, highlighting incident volumes, SLA
performance, root causes, major incidents, repeat incidents, and
improvement actions.
- Monitor
vendor compliance with established processes, policies, and procedures
(PPPs) relating to Incident Management, Major Incident Management,
Escalation Management, and Service Recovery.
- Ensure
appropriate User Acceptance Testing (UAT) is performed for new systems,
process enhancements, or platform changes that may impact Incident
Management processes or customer experience.
- Monitor
reconciliation of incident records across service management platforms to
ensure incident data is complete, accurate, and consistent for reporting
and governance purposes.
- Track
vendor performance against agreed Incident Management KPIs, including SLA
compliance, Mean Time to Acknowledge (MTTA), Mean Time to Restore Service
(MTRS/MTTR), first-time resolution rate, backlog, and customer
communication compliance.
- Validate
vendor performance reports and support the measurement of contractual
obligations, service credits, and performance improvement initiatives.
- Produce
weekly and monthly dashboards on Incident Management performance,
highlighting trends, risks, recurring incidents, service availability, and
recommendations for continuous improvement.
- Ensure
new vendor staff supporting Incident Management are adequately onboarded
and trained on MTN processes, governance requirements, tools, and customer
experience expectations.
- Coordinate
continuous service improvement initiatives by analyzing incident data,
identifying process gaps, and recommending corrective and preventive
actions.
- Maintain
a comprehensive repository of Incident Management documentation, reports,
KPIs, RCA records, Known Error Database (KEDB), and historical performance
information.
- Analyze
Root Cause Analysis (RCA) reports submitted by the vendor, monitor closure
of corrective actions, and ensure lessons learned are implemented to
prevent recurrence.
- Monitor
the effectiveness of major incident communications, ensuring timely and
accurate updates are provided to internal stakeholders and customers
throughout the incident lifecycle.
- Support
governance meetings with performance analysis, service insights, risks,
and recommendations to improve vendor performance and service quality.
- Provide
administrative and operational support within the Managed Services Vendor
Management Office to ensure effective governance, coordination, reporting,
and continuous improvement of Incident Management operations.
- Monitor
customer-impacting incidents and ensure priority incidents receive
appropriate executive attention and timely escalation.
- Track
incident backlog and aging, ensuring overdue incidents are actively
managed and closed.
- Monitor
compliance with Major Incident and Escalation procedures.
- Coordinate
post-incident reviews and ensure all agreed improvement actions are
implemented.
- Develop
and maintain Incident Management performance dashboards for management
reporting.
Education
- First
Degree in any relevant discipline
- Professional
qualification in ITIL or any other relevant certification
- Fluent
in English.
Experience:
3-7 years’
experience which includes:
- Experience
working in a medium to large organization
- Experience
in, Enterprise service management, Enterprise customer support
- Experience
in the use of data analytics tools/Apps
- Must
have excellent knowledge of Microsoft Excel
- Strong
Analytical and Reporting Skills
- Leadership
Skills.
Application
Closing Date
15th
September, 2026, 10:55 PM.
How
to Apply
Interested
and qualified candidates should:
Click here to apply online
