• ₦10,000 Award – Win ₦10,000 every month as a Top Follower of Intel Region | CLICK HERE

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 recognizable.

It is through the 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.

Applications are invited from interested and qualified candidates to apply for the job opportunities at MTN Nigeria Plc.

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:

Responsible for providing technical support and quality assurance for FTTx broadband consumers that guarantees user experience, uplifts ARPU (average revenue per user) and averts churn. Leverage BI/performance insights for product innovation and value monetization.

Description:

  • Develop an efficient, agile, and real-time home network quality assurance (HNQA) operation that assures service quality, enables FTTx product differentiation, value monetization of complementary services, and marketing agility.
  • Responsible for the comprehensive management of the HNQA-Operation for FTTx-Business in line with strategic intent and objectives.
  • Ensure the reliability and usability of the FTTx home broadband service for the delivery of curated quad-play offerings, regardless of the type of user application.
  • Manage ONT service provisioning, home network support, installation of CPEs – e.g. Wi-Fi access points (APs), CCTVs, STBs, and smart home solutions – to achieve quad-play propositions, service experience, product differentiation and revenue growth.
  • Manage and resolve within SLA all home-network-quality issues and trouble-tickets for FTTx-broadband customers.
  • Be the single point of contact (SPOC) for FTTx home network technical support and optimization.
  • Use performance data and analytics to predict user/household behaviour, service performance issues, and bandwidth growth demands. Leverage these insights for home network optimization, product innovation and value monetization.
  • Configure real-time monitoring and alerting scripts to proactively identify and resolve service or Wi-Fi signal issues before they become service impacting or lead to churn.
  • Responsible for Inventory planning & management – ensure 100% availability of CPEs and accessories for home network quality assurance (HNQA) operation.
  • Define and enforce home connection acceptance test in compliance with acceptance criteria and performance metrics.
  • Process payments for home network support partners in line with acceptance criteria, contracts and business rules.
  • As the HNQA process owner, be actively involved in the scoping, requirement gathering, clarification and testing of IT-Systems systems for operations excellence.
  • Ensure timely feedback are provided to IT on any workflow improvement and track request to timely completion.
  • Exhibit and sustain the right organisational culture by consistently demonstrating MTN refreshed values and leading from the front.
  • Define SMART KPIs for your team and manage team performance, including appraisal check-in sessions.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
  • Identify training requirements of team members, develop programs to address knowledge gaps and to enrich knowledge repository within the department.
Qualifications and Requirements:
  • First degree in Engineering, Computer Sciences, Physics or Telecommunications. 
  • Fluent in English

Experience:

6 – 13 years’ experience which includes:

  • Experience working in a medium organization and a multi-vendor network environment.
  • Experience, preferably in a telecommunications business environment.
  • A good knowledge of GPON, LAN, SD-WAN and related technologies. Deep understanding of PPPoE, DHCP, VoIP and related networking protocols.
  • Advance knowledge of FTTx/ODN architecture, L2VPN technologies and management of access network nodes via Network Management system (NMS).
  • An understanding of field service operations management, including planning, scheduling, inventory management, process efficiency and performance reporting.
  • A good knowledge of networking devices, data communication protocols and proactive fault discovery and quick issue resolution.
  • CCNP, CFOT certification or its equivalent will be an added advantage

2024 ONGOING JOBS

Coordinator - Service Fulfilment - Abuja

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • Fulfill Fibrenet orders to customer satisfaction within Service Level Agreement (SLA) and acceptable service standards.
  • Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.

Description:

  • Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
  • Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
  • Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
  • Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
  • Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
  • Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
  • Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
  • Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
  • Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
  • Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.
Qualification and Requirement:
  • First degree in Social Sciences, Engineering, or IT-related disciplines
  • Fluent in English

Experience:

  • 3–7 years’ experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
  • Experience in customer service etiquette, sales/marketing, or a related function.
  • Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
  • Experience working in a medium organization.
  • Understanding MTN fibre broadband products is an added advantage.
  • Basic knowledge of FTTx technology and architecture is an added advantage.
  • Excellent organizing, time management, and problem-solving skills.

Join any of these WhatsApp Groups to receive Prompt Job Alert on WhatsApp

Coordinator - Service Fulfilment - Lagos

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • Fulfill Fibrenet orders to customer satisfaction within Service Level Agreement (SLA) and acceptable service standards.
  • Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.

Description:

  • Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
  • Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
  • Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
  • Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
  • Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
  • Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
  • Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
  • Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
  • Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
  • Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.
Qualification and Requirement:
  • First degree in Social Sciences, Engineering, or IT-related disciplines
  • Fluent in English

Experience:

  • 3–7 years’ experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
  • Experience in customer service etiquette, sales/marketing, or a related function.
  • Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
  • Experience working in a medium organization.
  • Understanding MTN fibre broadband products is an added advantage.
  • Basic knowledge of FTTx technology and architecture is an added advantage.
  • Excellent organizing, time management, and problem-solving skills.

Analyst - Partner Operations

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:

To oversee and drive operational activities associated with Partnerships, onboarding, governance, performance measurement and monitoring, contract compliance and reporting, and partner enablement.

Description:

  • Support and drive execution of strategies to attract and onboard new channel partners in line with business objectives.
  • Coordinate with EB departments to set partner performance objectives, goals and strategic direction to ensuring alignment with broader business objectives.
  • Coordinate relevant touchpoints within EB and other divisions as well as assess, validate and resolve needs of existing channel partners to achieve a high satisfaction and transacting rate.
  • Maintain relationships and coordinate partner sales activities with other sales channels to avoid potential conflicts;
  • Assess performance of channel partners and develops strategies/interventions to ensure alignment with business objectives 
  • Collaborate with EB Departments to assist in developing Partner contracts, develop operational procedures and performance criteria
  • Manage contracts (including negotiations, compliance and renewals) of channel partners
  • Provide operational support to partners to ensure efficient sales, fulfilment and service to end-customers 
  • Coordinate relevant trainings and programs to improve capabilities and performance of channel partners
  • Acts as a bridge for communication between partners and MTN support services 
  • Identify process inefficiencies and compliance gaps and participate in process improvement initiatives.
  • Identify and track Partner issue escalations and resolutions, collaborate with relevant parties to drive prompt resolution.
  • Collaborate across relevant MTN teams to ensure availability of products and services that accelerate business performance through channel partners 
  • Create standard and ad-hoc reports to communicate partner performance and compliance against contracts; and alignment with expectations; 
  • Plan, coordinate and participate in account and performance reviews, workshops and other engagements with the objective of attaining “beyond the contract” value from Partner relationships
  • Undertake analysis, including research into Channel partners, markets, and product and service categories as an input to ICT strategy and solutions roadmap. 
  • Oversee operational activities associated with channels and partnerships enablement and management, onboarding, governance, performance measurement and monitoring, contract compliance and business reporting.
  • Collaborate with MTNN’s Channel Ecosystem Partners and other EB Departments to ensure adherence to defined performance measures and deliver business value. 
  • Work closely with the SM, Partnerships and Alliances Management to increase value from existing channel and partner relationships and drive alignment between partners performance and EB objectives;
  • Collaborate with internal service delivery organizations and external partners to deliver MTNN’s B2B Solutions and improve the B2B customer experience.
  • Extract value from existing relationships, through partnership focused vendor management initiatives such as: review and optimization of partner operations processes and initiatives, contracts review and negotiation, partner incentives enablement activities etc.
  • Stay abreast of emerging trends and best practices in Partnerships and Alliance Management.
Qualification and Requirement:
  • First Degree in Business Administration or other relevant disciplines
  • Fluent in English

Experience:

3 – 7 years’ experience which includes:

  • Minimum of 3 years of experience in a project coordination and cross-functional solutions delivery 
  • Experience working in a medium-sized organization 
  • Experience with channel and or partner management  
  • Experience in account management or other analytical role 
  • Experience working across diverse cultures and geographies advantageous
  • Proficiency in the use of MS Office Productivity Tools – Excel, Word, and PowerPoint.

Specialist - Contracts

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • Prepare and administer routine correspondence, negotiation memoranda, and contract documentation to ensure timely and coordinated submission
  • Review solicitations and prepares routine response for proposals, bids, and contract modifications
  • Analyze contract requirements, special provisions, terms and conditions to ensure compliance with appropriate laws, regulations, corporate policies and business unit procedure
  • Draft and negotiate simple contractual instruments commensurate with skills and grade level
  • Manage and process renewals for maintenance, support, subscriptions, etc. including assurance that the renewals comply with the applicable contract and completing any required purchasing documents.
  • Prepare, organize and maintain contract records and file documenting contract performance and compliance
  • Conduct research to support contract audit and or facilitate business unit contracting trends
  • Perform contract closeout activities
  • Communicate contract policy and practice to internal business teams 
  • Ensure contract review, approval and execution in accordance with corporate and/or business unit guidelines
  • Maintain professional business relationships with internal contract stakeholders, other contracting support teams within the company (e.g Legal, Finance, Procurement), and external product and service vendors
  • Respond to alerts from the contract administration dashboard and resolve problems to ensure the overall health of the contract portfolio 
  • Ensure linkages to data on spending, risk, and budget for real-time and predictive analytics are accurate and timely
  • Maintain working knowledge of the principles and practices of the company’s chosen markets
  • Maintain basic knowledge of trends in contract administration best practices relevant to company’s operations
  • Specialist, Contract would support the Manager, Sourcing and would be involved in the following sub-functions:
    •  Supplier registration and qualification
    •  Sourcing master data maintenance
    •  Category needs and spend analysis
    •  Development of Master Services Agreements and Local Country Contracts for GFA’s
  • Create/maintain pre-qualification questionnaires/Request for Information (RFI)/surveys/Request for Proposal (RFP)/Request for Quotation (RFQ)/auctions 
  • Participate and provide inputs in project status meetings and operational meetings
  • Propose operational changes and provide associated user impact assessment.
Qualification and Requirement:
  • First degree in Supply Chain Management or any related discipline
  • CSCP (Certified Supply Chain Professional)
  • Fluent in English 

Experience:

  • 3 – 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization 

Advisor - State and Local Government Affairs

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • Support the implementation of MTNN’s Government Relations Strategy at State and local government levels with particular emphasis on managing community issues, managing multiple taxation, community issues and related challenges.

Description

  • Maintain effective corporate relationship with key stakeholders and decision makers in the State, Local Government Areas and community levels to effectively channel the goals and desires of MTNN.
  • Provide advisory service with regards to Government related issues at the State and Local Government level and maintain a strong ethical relationship between MTN and these relevant institutions, with a view to ensuring long term viability of the business.
  • Identify potential government policy, programs, legislations, regulations and plans with possible impact or risks to the business and develop strategies to help mitigate such vulnerabilities. 
  • Provide informed opinion on all issues relating to MTNN from a State and Local government relations perspective, including new government policies, programs, legislations, regulations and plans etc.
  • Manage disputed issues, illegal/multiple taxation and other matters on at States, Local Government and community to eliminate disruptions, minimize costs and negative consequences to the business.
  • Maintain effective corporate relationship with key stakeholders and decision makers in the executive and legislative arms of government at State level to effectively channel the goals and desires of MTNN.
  • Support in enhancing MTN’s profile amongst governmental stakeholders for effective engagement and guarantee access to MTN Management (across all divisions) to such key stakeholders as required.
Qualification and Requirement:
  • First degree in any relevant discipline 
  • Fluent in English

Experience:

  • 3 – 7 years’ experience in an area of community relations; with experience working with others
  • Experience working in a medium  organization 

Join any of these WhatsApp Groups to receive Prompt Job Alert on WhatsApp

Coordinator - NES Regional North

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • Provide governance for all managed service vendors/Towerco in the region across different technologies supported.
  • Manage activities of CSEs and ensure smooth operations in the region
  • Act as high-level support for resolution and closure of critical service performance issues. 
  • Problem management to eliminate repetitive failures and guarantee QoS 
  • Drive contractual obligations to KPIs (MTTR, Planned Preventive Maintenance, Service Acceptance, Spares Utilization Management) 
  • Carry out periodic audit of MSAN nodes/RDLU to ensure they are optimal.
  • Govern ATP process and ensure all changes on enterprise network are captured on the database.
  • Provide business intelligence using data analytics from field, vendor, and Performance reports.
  • Review and verify all reports submitted by Vendors/Towerco on a weekly basis.
  • Supervise all planned network expansions, service migrations, modernization, and optimization activities in the region.
  • Review and verify all proforma invoices submitted by vendors/Towerco 
  • Co-ordinate regional change request management and provide relevant information to all stakeholders. 
Qualification and Requirement:
  • First degree in Engineering or Science related discipline
  • Numerical/data analysis skills 

Experience:

3-7 years of experience which includes;

  • Minimum of 3 years’ working experience in data processing, data analysis, and data presentation space/field 
  • Proficiency in the use of Microsoft Excel, Power BI, SQL or related database management application and MS Power Point
  • Good customer and service management experience including stakeholders engagement, vendor management, problem management, data analytics using visualizations.
  • Good knowledge of IP and data networks, and performance KPIs
  • ₦10,000 Award – Win ₦10,000 every month as a Top Follower of Intel Region | CLICK HERE

Engineer - Change and Service Assurance

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • Table all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issue an agenda and circulate all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration.
  • Liaise with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules.
  • Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
  • Review all implemented changes to ensure that they have met their objectives and refer back any that have been backed out or have failed.
  • Provide advice and support for the design, planning, development and introduction of new services, ensuring these are consistent with the principles and contractual agreements and that the suppliers are fully engaged and involved early to ensure they can provide appropriate and good value service offerings across the company.
  • Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
  • Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
  • Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
  • Use developed measurement systems to track adoption, utilization and proficiency of individual changes.
  • Work with project teams to integrate change management activities into the overall project plan.
  • Assist in implementation of an automated system for daily Network Service Management Centre (NSMC) activities and Change management KPIs.
  • Interface with third party companies (Co-location partners and other GSM Company providers) to ensure appropriate and effective communications are in place for all stakeholders including ensuring escalation routes are clear and well managed)
  • Provide regular updates on MTNN performance and other network issues to all the stake holders (Analyze change records to determine any trends and produce regular management report).
Qualifications and Requirements:
  • First degree in Electrical Electronics/Computer Science/Engineering or a related field.
  • Procession of professional certification (UNIX, CCNA) certification is advantageous
  • Fluent in English 

Experience:

3 – 7 years of experience which includes;

  • Experience in light current, telecommunications or a related field.
  • Experience in GSM switching environment preferably working on Ericsson, Huawei and Siemens switches is desirable
  • Experience working in a medium-sized organization 

Engineer - Benchmark and Measurement

Job Specifications:

Are you an Employer? Click HERE to Post A Job

Job Description:
  • To carry out network benchmarking and measurements and provide visibility to the relative ranking of MTN network against competitors.
  • To measure the network indicators and provide NWG with data and information on comparative analysis.
  • To evaluate trends in network performance and recommend solutions to optimize network performance.

Description:

  • Proactively identify and escalate areas with network coverage issues, poor network services, loss of signal strength, and data service faults on the network to avoid loss in revenue.
  • Manage and analyze benchmark drive test for the QoSQoE field measurements conducted by third-party vendors.
  • Generate comparative analysis reports from vendors drive test activities.
  • Network performance analysis and trending are reported to the relevant units for necessary actions.
  • Investigate network-related exceptions and give relevant recommendations for network QoEQoS improvement.
  • Carry out competitive networking benchmarking test analysis with recommendations and coordinate activities to ensure MTN Nigeria’s competitive edge performance.
  • Proactively and reactively measure and report end-user perceived service quality and provide a basis to drive an improved experience.
  • Relating with the radio planning and optimization team, ensure that all radio-related issues are resolved and timely.
  • Engage with Managed Service Vendors to deliver an improved customer experience.
  • Liaise with the customer experience team on the network-related components of the Net Promoter Score (NPS).
  • Engage with Customer Relations (CR), ensuring that network-related customer feedback is resolved and closed.
  • Relating with the Radio Planning and Optimization team, ensure that all radio-related issues are resolved and timely.
  • Follow up with network complaints to ensure faster resolution of service quality issues and customer complaint calls.
  • Ensure NPS and customer experience index improvement as agreed by the business.

Join any of these WhatsApp Groups to receive Prompt Job Alert on WhatsApp

Qualifications and Requirements:
  • First degree in Electrical / Electronics, Computer or Telecommunications Engineering.
  • An MSC or M. Eng. is an added advantage.
  • Fluent in English

Experience:

3–7 years’ experience in an area of specialization, with experience working with others

  • Experience working in a medium organization
  • Experience in 2G and 3G radio optimization.
  • LTE optimization and multi-vendor experience are added advantages.
  • Expert knowledge on 2G and 3G drive test analysis and reporting using TEMS investigation and discovery software. Knowledge of the LTE drive test is an added advantage.
  • Experience in network performance analysis, trending, and reporting in a managed services environment or setup.
  • Capable of leading process analysis and providing objective feedback on areas for improvement.

iR Job Alert

Never Miss Any Job Openings. Let us inform you whenever a New Job is OPEN. Join iR Job Alert



Method of Application

Interested and qualified candidates should click the APPLY HERE button below

Deadline: March 12, 2024

Check Intel Region Jobs for more Openings.

Share an update or tip with us on WhatsApp: 07064212243 intelregion.com@gmail.com

Receive Job Alerts through our Social Media Channels:

NOTE: Intel Region Jobs (Jobs Region Alert) is the leading job informant in Nigeria and not necessarily an affiliate of the employer’s company.

- Advertisement -