MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.
Customer Relationship Officer (Product & Testing)
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience3 years
- LocationLagos
- Job FieldSales / Marketing
Job description
- Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
- To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
- Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative.
- Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
- Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners to improve their processes which in turn will improve the efficiency of MTNN’s operations.
- Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
- Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
- Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
- Monitor Accounts as assigned by partners.
- Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
Job condition
- Normal MTNN working conditions
- May be required to work extended hours
- Open plan office
- Experience & Training
- First degree in any relevant discipline
- Fluent in English
- Minimum of 3 years’ experience in an area of specialisation; with experience working with others
- Experience working in a medium organization
- Experience in the service industry
- Experience in a call center (Prepaid/Postpaid) environment
- Experience in a digital media related experience
- Experience in a Customer Service related role
- Experience in Data mining and interpretation
- Experience in the use of Structural Query Language (SQL)
- Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash, after effect, in-design, audition,
- illustrator, Adobe Captivate, Premier Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical
- Experience in the use of visio for process mapping & documentation
- Experience in Content development
- Basic GSM
- MTN Products & Services
- Relationship Management
- Relevant systems training
- CCBS
- Call center policies, processes and procedures
- Call Center applications, technology and systems training
- Telephone/ physical interaction etiquettes
Minimum qualification
- BA, BEd, BSc or HND
Senior Manager Access Performance
- Job TypeFull Time
- QualificationBA/BSc/HND MBA/MSc/MA
- Experience10 years
- LocationLagos
- Job FieldEngineering / Technical
Requirements
- Develop a network performance and quality assurance methodology / framework to monitor and optimize Radio Access Network services and guide related activities within the NWG Division, defining standards, metrics and requirements.
- Responsible for monitoring and ensuring best in Class voice Quality of Service. Monitoring, reporting and analysis of Radio Network performance indices, Taking proactive and corrective actions to keep and maintain these quality of Service KPIs above agreed targets delivering best in class Customer experience. Drive initiatives and interventions to improve Radio Network quality
- Extract value from what we already have through divisional focused commercial activities such as: divisional business optimisation projects, contracts review and negotiation, capital/budget efficiency activities within division, etc.
- Innovation – identifying and taking advantage of new business opportunities, e.g., through stimulating new business opportunities, divisional products launched, division product/process innovation, structural changes within division, etc.
- Maintain leadership in the ICT/Digital industry by influencing state/local legislations & policies, participating in local level industry think-tanks, building & extending national B-2-B and similar relationships, etc.
- Enhance/expand MTN’s role in the larger national and ecosystem through participation as a thought leader, executing local CSR projects, involvement in local industry non-ICT policy & think-tank activities etc.
- Divisional people leadership activities: coaching, staff development and motivation through intra staff coaching, employee networks mentorship/support, own division employee engagement projects, faculty roles, inter/intra talent mentorship, etc.
- Generic activities necessary for positive business outcomes such as: supporting recruitment, thought leadership as internal (interview/disciplinary) panel member, influencing next level leaders (e.g., at BPR) etc.
- Develop framework to review network performance and ensure compliance in the following areas:
- 3G Performance
- 2G Performance
- LTE Performance
- Regulatory reporting and compliance
- BSS operation and Quality assurance
- Develop systems and processes to achieve quality assurance objectives by contributing information and analysis to strategic plans and reviews, preparing and completing action plans for the core network
- Provide regular independent network performance reports to Management and statutory bodies (Nigerian Communication commission, etc).
- Ensure adherence to regulatory QoS requirements and ensure Network Quality audit and assessment
- Identify and correct wrongly measured parameters to be in line with regulatory requirements.
- Following up with teams responsible for clearance of service/KPI impacting alarms & Node B HW issues for early resolution
- Coordinate routine checks on 2G/ 3G RAN capacity resource utilization (CEs, Channel Cards, Licences on Node Bs, RNCs) and ensuring same does not impact KPIs
- Drive optimal resource utilization and allocation
- Develop Network Performance standard specification and provide reports on Network –Business impact assessment
- Network Performance diagnosis, analysis and evolution trending for proactive planning and strategic agenda setting
- Network Utilization analysis to ensure optimal resource CAPEX deployment
- Ensure tests and procedures are carried out, evaluated and properly understood and ensure product modifications are investigated.
- Providing regular independent performance reports to Management, Group and the Regulators indicating actual levels of key Performance Indicators (KPIs) (Voice, Data, ISM, Rollout reporting etc).
- To provide an internal Network Quality and Audit function allowing independent and objective performance analysis of the network and its impact on the business including commercial promotion/activity impact analysis
- Coordinate routine parameter Audit and consistency checks on PS and Ss Core nodes (including QoS and PCRF application audit)
- Monitor PS and CS Core NE with the aim of identifying poor performance and escalating/follow up on Partners/other departments to improve
Job condition
- Normal MTNN working conditions
- May be required to work extended hours
- Office space
- Computer system
- International and National travel
Experience & Training
- Fluent in English and language of country preferable
- First degree in electrical/electronic Engineering
- Master’s degree in a relevant discipline added advantage
- 10 years’ work experience, including:
- Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry
- Worked across diverse cultures and geographies advantageous
- experience in 2G and 3G planning and/or Operations
- Experience in core planning/Operation/Performance
- Above average knowledge and experience in all access technologies
- Sound understanding of call and data service architecture and service flow
- Build a capable and motivated team to create a high performance team environment
- RAN – (2G, 3G, LTE) planning and optimization
- Through Understanding of (through professional experience and training) of 3GPP standards and implementation processes, including: Universal Mobile Telecommunications Systems (UMTS), Long Term Evolution (LTE), Code Division Multiple Access Technology (CMDA) and Worldwide Interoperability for Microwave Access (WiMax
- Network performance and statistics
- Vendor and experts management
Minimum qualification
- BEng, BSc, BTech or HND
Engineer, Radio Access Performance
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience3 years
- LocationLagos
- Job FieldEngineering / Technical
Requirements
- Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative.
- Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
- Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners to improve their processes which in turn will improve the efficiency of MTNN’s operations.
- Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
- Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
- Monitor and evaluate the performance of the multi-vendor radio access network to assure customers’ satisfaction.
- Monitor and ensure degradations on the radio access network are escalated to the respective Managed Services Vendors and Partners
- Ensure resolution of escalated issues within SLA
- Evaluate the impact of changes/parameter optimization on the radio access network
- Generate radio access network statistical analysis
- Provide insights and reports on the radio access network performance
- Analyze radio KPIs and measurements that reflect customer experience
Job condition
- Normal MTNN working conditions
- May be required to work extended hours
- Team based
- Field and office bound
- Experience & Training Fluent in English
- First degree in Electrical Electronics or Computer Science
- Minimum of 3 years’ experience in an area of specialisation; with experience working with others
- Experience working in a medium organization
- Technical experience in telecommunication environment
Minimum qualification
- BEng, BSc, BTech or HND
Internet Services Planning Engineer
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience4 years
- LocationLagos
- Job FieldEngineering / Technical
Requirements
- Development of National Internet Strategy, ISP infrastructure development, service backbone and distributed point-of-presence (POP) infrastructure and be responsible for interfacing with Internet Service Providers and IP Datacomms Team to define and implement best fit architecture for realization of new internet service objectives
- Liaise with Network Operations, Enterprise Solutions, IS, all Planning units and other internal company departments by team members to provide assistance to stakeholders on IP planning projects and ensure design and implementation are carried out to specification
- Assist Network Operations, IS and Enterprise Solution with second level problem analyses and troubleshooting
- Develop and control NWG methodologies for acquisition and distribution of Public (internet ) IP addressing and Autonomous System numbering for achievement of the organization’s internal and external data service obligations.
- Design and develop internet Point of Presence sites and infrastructure.
- Design and plan service provisioning for all the MTN fixed data infrastructure.
- Develop and maintain the strategy for continuous achievement of higher cost efficiency and reliability in MTN’s Internet Service Provision plan.
- Receive and review internal/external request for internet access and connectivity and map out the requirements and procedure for successful and cost effective provisioning of required resources.
- Implement accurate performance monitoring techniques to ensure adequate capacity and capability for the achievement of given SLAs, Quality and Class of Service targets for all internet service streams.
- Ensure the production & evolution of Network Security policies and implementation of required amendments as may from time to time be directed by the information security steering committee.
- Support planning and development of Network Performance Management and Provisioning and Service Support Systems used in the planning, delivery and management of MTN’s IP/Data Services and Networks.
- Compile, analyze and present trend reports on internet capacity demand, utilization and availability.
- Develop mitigation action plans for any identified security breaches or loopholes
- job condition Normal MTNN working conditions
- May be required to work extended hours
Experience & Training
- Bachelor’s Degree in any relevant engineering or science courses
- At least 4 years extensive experience in IT, Telecommunications & systems integration preferably in an ISP environment
- Minimum Cisco qualification of CCNP/CCIP/CCDP level with extensive systems integration and network design experience
- Sound understanding of Telecoms standards & working knowledge of IP/MPLS and BGP peering techniques
- Very good understand of Internet related network services e.g. B-RAS,RADIUS, DNS & DHCP, etc
- Data & Voice networking protocols such as IP, BGP
- Expert Knowledge of advanced IP routing protocols (BGP, OSPF, IS-IS, MPLS, etc)
- Understanding of high capacity Packet & circuit transmission technologies & products, e.g. SDH, DWDM, ATM, Frame Relay
- Experience with 3G, HSDPA, GSM, TDMA, CDMA networks will be an added advantage
- Good understanding of IP/MPLS networks with Service Provider bias
- Good Knowledge of the Mobile Packet Core
- Working Knowledge of service provider security requirements
- Technical Project Management
- New technologies training
- Telecoms network design and planning principles
Minimum qualification
- BEng, BSc, BTech, BA, BEd or HND
RF Optimization Engineer
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience3 years
- LocationLagos
- Job FieldEngineering / Technical
Requirements
- Coordinate and monitor Managed Services vendors tensure that carry out optimization activities in line with MTNN strategy in order tachieve cell level KPI’s without compromising Network integrity and customer experience.
- Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations timprove existing business project/initiative.
- Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
- Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners timprove their processes which in turn will improve the efficiency of MTNN’s operations.
- Enhance/expand MTN’s role in the larger national macrenvironment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
- Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
- Measure Network Capacity and coverage enhancement functions within the assigned cluster with:
- Capacity - Ensure MTNN network accommodates anticipated subscriber level 3 months ahead
- Coverage – Oversee enhancement and coverage optimization with TMA, MHA and indoor repeaters.
- Technology integration – Ensure multiservice sites (2G, 3G, etc) are properly designed and integrated with minimal complexity and good Inter RadiAccess Technology performance.
- Measure Network optimization/performance management within the region with:
- Participate in LAC planning & optimization.
- Drive the management and maintenance network quality
- Track and monitor behavior and status of all sites in the cluster which includes:
- Nominal plan from Coverage Steering Group
- Planned sites
- Site acquisition status
- Build configuration and status
- Traffic levels
- Quality KPI’s
- Monitor the execution of nominal radicoverage and capacity rollout design for the assigned cluster
- Monitor and analyze network performance and configuration tensure KPIs are in conformance with targets
- Analyze traffic, utilization and subscriber growth, continuously, in order tforesee needs for capacity expansion.
- Review, prepare and load cell data for integration of sites ontthe network
- Coordinate testing of newly integrated sites for performance and necessary network adjustments for optimal network performance post integration.
- Ensure Vendor optimisation activities is in line with optimisation strategy cascaded by RF Technical specialist
- Monitor Vendor activities within assigned cluster tensure all activities in scope are being carried out
- Analyse drive test logs tensure coverage is not compromised for improved KPI's
- Review changes implemented by Vendors tensure network integrity is not compromised
- Communicate and coordinate special event coverage with Vendors
- Maintain accurate and thorough Knowledge of the network architecture
- Evaluate and approve capacity expansion requests by MS Vendors
- Vet penalty execution claims monthly
- job condition Normal MTNN working conditions
- May be required twork extended hours
- Open plan office
Experience & Training
- Fluent in English
- First Degree in Electrical/Electronics Engineering or related disciplines
- Minimum of 3 years’ experience in an area of specialisation; with experience working with others
- Experience working in a medium organization
- RF Optimisation experience with a GSM or Wireless Telecomm operator
- Experience on 3G Optimisation
- Training on the BSS/RAN/UTRAN aspect Networks
- Radiplanning and optimisation of 2G and 3G networks
- Training on vendor specific equipment and software
- Other general training, e.g. Presentation skills etc.
Minimum qualification
- BEng, BSc, BTech or HND
Method of Application
Use the link(s) below to apply on company website.
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