Graduate Job at MTN Nigeria
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Latest Recruitment at MTN Nigeria

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 to fill the vacant position below:

 

 

Job Title: Manager, CEM Analytics
Location:
 Any City, Nigeria

Job Description

  • Execute a forward looking Digital Transformation strategy using cognitive Analytics and Artificial Intelligence.
  • Carryout analysis of Applications, Contents, Location, Terminals etc. and drill down to provide insight into customer preferences and use this to provide insight to the business unit on customer behavior’s and patterns
  • Manage the cross-functional service delivery through prompt availability of business insights and intelligent analytics.
  • Lead the delivery of improved service KQIs Operationalize business-wide CEM framework
  • Drive the strategy migration from network centric to customer centric business and digital transformation.
  • Support the service alignment towards artificial intelligence and self-defined network
  • Ensure platform availability and well defined KQIs.
  • Drive seamless delivery of new use case requests and reporting, as well as service availability of the CEM platform.
  • Guarantee best in class customer experience management
  • Perform usage analysis and patterns and provide insight on possible reallocation of MTN resources to ensuring SMART planning
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours

Experience & Training

  • First Degree in Electrical & Electronics, or related fields.
  • 6-13 years’ experience which includes:7 years’ experience in service solution designing and operations in telecommunication environment
  • Good understanding of GSM Technology, ITIL Process,
  • Good knowledge of network technologies across verticals.
  • Ability to perform standard analyses such as performance analyses, competitive analyses, market analyses
  • Good understanding of Hive, Apache PIG, Storm and SPARK
  • Ability to run SQL over Hadoop and also manage Big Data Northbound interfaces
  • Network Operations Analytics and Failure Demarcation
  • Knowledge of Big data management in non-SQL environment
  • Good knowledge of network technologies across verticals.
  • Big Data Dashboard implementation
  • Capable of leading process analysis and providing objective feedback on areas of improvement
  • Familiarity with implementing analytics solutions with one or more Hadoop distributions (Cloudera, Hortonworks, MapR, HDInsight, EMR)
  • Familiarity with streaming data ingestion
  • Proficient in Python and/or Java
  • Familiarity or strong desire to learn quantitative analysis techniques (e.g., predictive modeling, machine learning, segmentation, optimization, clustering, regression)
  • WCDMA Trans overview & design
  • HSPA+ Capacity & Dimensioning
  • HSPA+ Protocols & Procedures
  • HSPA+ Workshop
  • HSPA+ Trouble Shooting
  • LTE Air interface
  • LTE EPC Core network
  • UMTS CSFB Overview Training:
  • Power Business Intelligence
  • Gaining Insight & Creating Value with Business Intelligence
  • SIX SIGMA (Green Belt)
  • Big Data Management system and brokers
  • Predictive analytics
  • Big data analysis
  • Hadoop database management
  • Customer Experience management platforms
  • Big Data architecture and Deployment.

Minimum Qualification

  • BEd, BEng, BSc, BTech or HND.

 

 

Job Title: CEM System Support Engineer
Location:
 Lagos

Job Description

  • Responsible for System routine maintenance and software lifecycle audit
  • Ensures smooth integration of new systems and protocols
  • Assist in planning and designing databases for customer experience management.
  • Ensure that installed platforms functionalities are optimal and maintained periodically.
  • Create scripts that will automate platform operational efficiency.
  • Ensure platform availability by ensuring Geo redundant solutions are deployed.
  • Transfer knowledge and skills on new database
  • Provide a wide variety pf administrative support services to the department and also support the other database structures and data.
  • Maintain records of MoP and research results, using standard back up procedures.
  • Work on the database/code management review and documentation.
  • Uphold all customer information security and enforce all the non-disclosure agreements.
  • Deliver Quality, accurate and timely reports
  • Prompt and accurate escalation of faults
  • Availability of system performance statistics
  • Ensure closure of assigned faults
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, system vendors and NID to ensure system configuration of hardware/software is performed, capacity managed efficiently and system available.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours

Experience & Training

  • First Degree in Electrical & Electronics, or related fields.
  • 3 – 7 years of experience in telecommunication environment
  • Experience in system administration and Windows and UNIX operating systems
  • Experience in Oracle and Sybase database
  • Good understanding of SQL and scripting
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement Training:
  • 10G Oracle database training
  • Node manager training e.g OSS, INM, u2000 administration
  • RAN, Core CS &PS domain
  • Power BI and data analysis
  • Normal MTNN working conditions
  • May be required to work extended hours

Minimum Qualification

  • BEd, BTech, BSc, BEng or HND.

 

 

Job Title: CEM Data Analyst
Location: 
Lagos

Job Description

  • Execute big data analysis based on CEM tools and other agile digital platforms and provide business functions with intelligence
  • Develops dashboard or reports that measure customer or service metrics for various functional areas within SOC
  • Identify innovative ways for measuring, improving or reporting business insights
  • Identify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functions
  • Help different functional areas in fulfilling their commitments through timely and insightful analyses
  • Support development and deployment of customer experience management systems and tools as may be required
  • Deliver actionable business insight and recommendations.
  • Evaluate impact of service degradation on the customer KPIs, business objectives
  • Identify opportunities for building new use cases by understanding & translating raw data & KPIs
  • Execute ad-hoc data analytics requests
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from data analytic and cognitive information in the CEM platforms.
  • Provide direction on service level measurement issues.
  • Monitor the performance and report against KQI and CEI
  • Provide direction on Customer Experience measurements
  • Provide direction on how to effectively Manage Customer Complains

Job condition:

  • Normal MTNN working conditions
  • May be required to work extended hours

Experience & Training

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years experience in telecommunication environment
  • 4 years’ experience in business process modelling, analysis & design
  • Good understanding of Hive, Apache PIG, Storm and SPARK
  • Ability to run SQL over Hadoop and also manage Big Data Northbound interfaces
  • Network Operations Analytics and Failure Demarcation
  • Knowledge of Big data management in non-SQL environment
  • Good knowledge of network technologies across verticals.
  • Big Data Dashboard implementation
  • Capable of leading process analysis and providing objective feedback on areas of improvement
  • Familiarity with implementing analytics solutions with one or more Hadoop distributions (Cloudera, Hortonworks, MapR, HDInsight, EMR)
  • Familiarity with streaming data ingestion
  • Proficient in Python and/or Java
  • Familiarity or strong desire to learn quantitative analysis techniques (e.g., predictive modeling, machine learning, segmentation, optimization, clustering, regression) Training:
  • Power Business Intelligence
  • Big Data Management system and brokers
  • Predictive analytics
  • Big data analysis
  • Hadoop database management
  • Customer Experience management platforms
  • Big Data architecture and Deployment

Minimum Qualification

  • B.Ed, B.Eng, B.Sc, B.Tech or HND

 

 

Job Title: CEM & Service Expert
Location:
 Lagos

Job Description

  • Responsible for producing quality, secure and resilient designs for new or improved services.
  • Responsible for defining the detailed requirements of the business needs, and validate service solution design.
  • Value created by optimizing business operations and assurance
  • Develops dashboard or reports that measure customer or service metrics for various functional areas within SOC
  • Identify innovative ways for measuring, improving or reporting business insights
  • Identify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functions
  • Help different functional areas in fulfilling their commitments through timely and insightful analyses
  • Support development and deployment of customer experience management systems and tools as may be required
  • Interpret data, analyze results, prepare reports, dashboards for SOC operation metrics/KPIs/SLAs.
  • Service model setup and configuration.
  • Define essential components of use case models, including their interrelationships.
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours.

Experience & Training  

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years of experience in telecommunication environment
  • Experience in business process modelling, analysis & design
  • Good understanding of GSM Technology, ITIL Process
  • Minimum of 3years Expert competence in mapping Key Performance Indicator (KPI)s to Key Quality Indicator (KQI)s and Quality of Experience (QoE) model
  • Minimum of 3 years’ experience in business process modelling, analysis & design
  • Skilled in leading process analysis and based ITIL and TM Forum.
  • Good knowledge of network technologies across domains
  • Understanding TM forum and Framework
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement
  • Foundation Certificate in HR Practice
  • Basic Conditions of Employment (local context)
  • ICT for Non-technical Staff
  • HR PPPs
  • HRIS Fundamentals.

Telecoms Training:

  • Power Business Intelligence
  • RAN, Core CS &PS domain
  • Customer Experience management platforms
  • Key concepts of CEM framework and CEI model.

Minimum qualification

  • BEd, BEng, BSc, BTech or HND.

 

 

Job Title: Manager, Service Operating Centre Assurance
Location
: Lagos
Employment status: Permanent

Job Description

  • Build a relationship between network health, business objectives and Customer Experience and Service Quality (translating NPM KPIs into customer experience)
  • Proactive and Reactive customer care for HVCs, Service Quality Management for entire customers
  • Drive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.
  • Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.
  • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
  • Provide service level demarcation/recommendation on ways to eliminate or reduce network problems
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Liaise with Customer Experience 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 Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectives
  • 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 issue and customer complaint calls.
  • Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvements
  • Proactively and reactively measure and report end-user perceived service quality and provide a basis to drive improved experience
  • Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experience
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours

Requirements, Experience & Training

  • First degree in Electrical & Electronics, or related fields.
  • 6-13 years’ experience in telecommunication environment which includes:
    • 3 years’ experience in Network Measurement & Customer complaint resolution
    • 3 years’ experience in Quality management
  • Good understanding of GSM Technology, ITIL Process,
  • Good knowledge of network technologies across verticals.

Training:

  • Power Business Intelligence
  • Gaining Insight & Creating Value with Business Intelligence
  • SIX SIGMA (Green Belt)
  • Customer Experience Management
  • Mobile Network Architecture and operations

Minimum qualification

  • BEd, BEng, B.Sc, BTech or HND.

 

 

Job Title: Customer Experience Management Engineer – HVC & Non-HVC
Location:
 Lagos

Job Description

  • Provide Front Line Interface for monitoring services via CEM Tools, such as monitoring of SOC Dashboards and CEI.
  • Active monitoring of customer experience index (CEI), key quality index (KQI) of HVCs, non HVC and top priority locations.
  • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
  • Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experience
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Liaise with Customer Experience 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 issue and customer complaint calls.
  • Incident management
  • Ensure NPS and Customer Experience Index improvement as agreed by the business.
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management
  • Provide direction on service level measurement issues.
  • Monitor the performance and report against KQI and CEI
  • Provide direction on Customer Experience measurements
  • Provide direction on how to effectively Manage Customer Complains

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours

Experience & Training   

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years experience in telecommunication environment
  • Experience in business process modelling, analysis & design
  • Good understanding of GSM Technology, ITIL Process
  • Expert understanding in mapping KPIs to KQIs and QoE model
  • Understanding TM forum and Frameworx
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement Training:
  • Power Business Intelligence
  • RAN, Core CS &PS domain
  • Customer Experience management platforms
  • Key concepts of CEM framework and CEI model
  • Ability to prioritize escalations based on customer impact
  • Ability to Define End-to-End CEM, QoE indices
  • Development of CEM frameworks that support service quality management
  • Ability to translate network USE Cases into network quality indicators.
  • Report measurable KQIs in line with TM forum
  • Quality of report
  • Accuracy of report
  • Timely report
  • Prompt and accurate escalation of faults
  • Prompt and accurate statistical reports generated Availability of network performance statistics
  • Customer satisfaction index
  • Closure of assigned faults
  • Conformance to criteria for reporting

Minimum Qualification

  • BEd, BEng, BSc, BTech or HND

 

 

Job Title: Service Quality Analyst
Location:
 Lagos

Job Descriptions

  • Drive improvement of service KQIs through deeper insights, trend analysis, Problem Management and advanced troubleshooting, of service degradations and customer escalations.
  • Coordinates all the network related customer escalations from CR, CEM, Marketing, network functional departments and managed service vendors for quick resolution
  • Drive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.
  • Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.
  • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
  • Provide service level demarcation/recommendation on ways to eliminate or reduce network problems
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Liaise with Customer Experience 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 Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectives
  • 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 issue and customer complaint calls.
  • Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvements
  • Ensure NPS and Customer Experience Index improvement as agreed by the business.
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours

Experience & Training

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years’ experience in telecommunication environment
  • Experience in business process modelling, analysis & design
  • Good understanding of GSM Technology, ITIL Process
  • Expert understanding in mapping KPIs to KQIs and QoE model
  • Understanding TM forum and Frameworx
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement

Training:

  • Power Business Intelligence
  • RAN, Core CS &PS domain
  • Customer Experience management platforms
  • Key concepts of CEM framework and CEI model
  • Ability to Define End-to-End CEM, QoE indices
  • Development of CEM frameworks that support service quality management
  • Ability to translate network USE Cases into network quality indicators.
  • Report measurable KQIs in line with TM forum
  • Quality of report
  • Accuracy of report
  • Timely report
  • Prompt and accurate escalation of faults
  • Prompt and accurate statistical reports generated
  • Availability of network performance statistics
  • Customer satisfaction index
  • Closure of assigned faults
  • Conformance to criteria for reporting

Minimum qualification

  • BEd, BEng, BSc, BTech or HND

 

 

How to Apply
Interested and qualified candidates should:
Click here to apply

 

Application Deadline 29th August, 2018.