Manager – Service Performance at MTN Nigeria

Manager – Service Performance at MTN Nigeria

Perform IT Service Performance and Capacity planning and analysis for medium to highly complex assignments
Develop, maintain and implement an operational roadmap Plan for End-to End service Monitoring and Observability for On-premise and cloud based systems
Develop, review and standardize from service-view all recovery process and procedural standards to SPOF, Reliability, Availability, Capacity and End-to-end service performance of IT Services
Support the implementation of a Business Impact Analysis and Business KPI reviews
Ensure Update service catalogue and CMDB Records is maintain for enterprise
Actively participate in Incident & Problem management of major incidents
Champion the Integration of SRE function as framework to improve service reliability and improve MTTR for mission critical IT systems
Champion and drive initiative for Culture. Process for Continuous Improvement within IT enterprise
Track and monitor the implementation of changes that may be used for monitoring and reporting service availability and performance
Develop, track and report all operations issues that will impact IT services availability and Performance
Develop and maintain 360 Capacity management plan for all IT Service to ensure 99.99% availability
Develop and update IT Service Performance documents for all mission critical processes
Lead and direct high availability performance testing for all mission critical processes
Support in the tracking of all IT-related risk and update risk register accordingly
Develop and update all IT Service performance PPPs
Champion initiative for development of predictive service dashboard that monitor Realtime business performance and CEX issues
Support initiative for implementation of self heading for improving MTTR and reduce major incident in production environment
Own IT Service Performance and Capacity Planning target, measurement and improvement plan
Drive value add process for ServiceNow Implementation
Provide ongoing feedback for risk management, mitigation, and prevention
Represent IT Service performance requirements in the annual budgeting process
Regularly report IT Service performance to upper management
Act as liaison for IT Service Performance processes
Serve as a subject matter expert in IT Service Performance and Capacity Management


First degree or HND in Computer Science/Engineering, Information Systems, related field.
Fluent in English


6 – 13 years’ experience which includes:
Minimum of 5 – 7 years’ experience in IT Service Performance and Capacity Management with experience in supervising highly performing teams
Possess appropriate certification such as ITIL v3 or V4, SRE, DevOps, COBIT, Azure cloud architect, ITAM, Certified Agile Project Manager or, Certified Scrum Master (CSM)
In-depth knowledge of business process modelling, IT Capacity Management, SRE, DevOps, ServiceNow
Proficient in Open source and enterprise monitoring tools like : AppDynamics, Datadog, Dyntrace, BMC Trusight, statestack, Grafana,Kubana.,Elastic search etc.
Strong knowledge and understanding performing risk analyses, business impact analyses and strong data Analysis
Experience in preparing, reviewing, and reporting IT service availability and Performance
A good understanding of available and emerging IT technologies in AIOPS and Full stack observability
Experience and understanding of Windows, Unix, Virtual Machines, Hyper Converged Infrastructure, SAN, SDN, Network , Kubernetes Database.
Excellent communication and presentation skills

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