Latest Ongoing Recruitment at MainOne Cable, 22nd January, 2020

Job Title: Analyst, Business Process Management

Location: Lagos
Department: Corporate Services & Development
Job Type: Permanent
Minimum years of Experience: 3

Responsibilities

• This role entails the implementation of the process review framework and initiatives to drive conformance to business processes, whilst ensuring quality delivery throughout the business.

Specific responsibilities include:

Business Continuity Management:

• Support the development and implementation of business continuity plans, to provide fail-over capacity for all mission-critical network assets including servers, applications, and facilities.
• Track and monitor the implementation of changes that may impact Business Continuity.
• Develop, track and report all operational issues related to Business Continuity.
• Coordinate disaster recovery testing for all Mission Critical Processes, identify bottlenecks and develop ideas for performance improvements and implementation. Update the DR Plan and execute it in line with the agreed schedule.
• Identify and mitigate process bottlenecks in order to realize process efficiency.
• Generate periodic KPI performance reports for strategic processes, to provide feedback on process effectiveness and efficiency, gaps and corrective actions.
• Continuously ascertain maturity level of Mainone processes in order to monitor evolution of strategic processes and share best practices with the organization.
• Facilitate process awareness trainings and design of workshop materials for internal and external customers.
• Establish and manage ad hoc process improvement teams, for process optimization and operational excellence.
• Support the maintenance of the Quality Management System to promote the organization’s competitive edge.
• Facilitate employee engagement on the organisation’s Quality Management Systems.
• Develop and update all Business Continuity Policies, Processes, and Procedures (PPPs)
• Draft Business Continuity reports for review by line Manager
• Develop, review and standardize all recovery process and procedural standards to address routine, backup, redundancy and recovery requirements.
• Coordinate the implementation of common Business Continuity / Disaster Recovery (BC/DR) processes, evaluate and implement approved business continuity management strategies.
• Support the implementation of Business Impact Analysis (BIA) and Business Continuity Plans.
• Develop appropriate off-site data and document repositories and procedures to be utilized if the information were to be irretrievable due to a major disaster.
• Ensure the company’s data, data systems, infrastructure and networks are recoverable in the event of a disaster.
• Drive and close all DR related projects and operational activities.
• Support the overall Business Continuity Management process by ensuring that key technical and service facilities can be recovered within the agreed business timescales.

Quality Management:

• Communicate process review reports and identified process gaps to stakeholders and monitor implementation of corrective actions.
• Conduct periodic and ad-hoc review of Mainone business processes to determine fitness for purpose.
• Develop process review reports that clearly highlight identified strengths, weaknesses and improvement recommendations.s

Qualifications, Skills & Competencies

• Bachelor’s degree in any Analytical, Science or Engineering discipline. Masters will be an added advantage
• Minimum of 3-5 years’ experience in a Disaster Recovery, Risk Management or Business Process Function
• A good understanding of available and emerging disaster recovery tools
• Experience in use of Disaster recovery methodologies and tools
• Experience in preparing, reviewing and reporting disaster recovery metrics
• Knowledge of Business protection systems and experience of Contract Management type roles
• Must have a good working knowledge of the Telecommunication Industry process standards
• Strong Project Management Skills
• Should have high energy and sense of urgency
• Good written and oral communication
• Must be flexible and able to adapt to the needs of the business, analyze and interpret data efficiently
• Must be a self-starter and be able to prioritize activities to suit the dynamic business conditions of MainOne.

Demands of the Job:

• Strong operations management skills
• Strong analytical skills; ability to read and interpret complex written information
• Strong Project Management Skills
• Strong Presentation Skills
• Detail-oriented
• Occasional outstation travel.
• Critical thinking and decision making
• Good time management and organization
• Excellent written and oral communication

Job Title: IT Service Desk Manager

Location: Lagos
Department: Corporate Services & Development
Job Type: Permanent
Minimum years of Experience: 8

Responsibilities

• He or she will be responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will recommend, develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
• The job holder will also manage service process design, performance analysis, develop proactive resolution plans and contribute to escalated problem resolution by giving in-person, hands-on support to end users where necessary.
• The IT Service Desk Manager’s role is to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.

Specific responsibilities include the following:

Strategy & Planning:

• Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Operations Management:

• Train, coach and mentor Service Desk Technicians and other junior staff.
• Manage the overall desk activities and staff.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Attend Change Advisor Board (CAB) meetings.
• Monitor incident trends and anticipate potential problems for proactive.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Oversee the development, implementation and administration of service desk staff training procedures and policies.

Qualifications, Skills & Competencies

• Familiarity with the advanced principles of ITIL, ITSM
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Demonstrated progressive experience in the management of a technical support team.
• Understanding of the OSI model and knowledge of TCP/IP
• Knowledge of Microsoft Dynamics AX ERP and SharePoint platform
• Good written, oral, and interpersonal communication skills.
• B.Sc / HND in the field of Computer Science, Electrical / Electronics.
• 5+ years’ work experience in IT service desk and support role
• Certification in ITIL V3, MCSE/MCSAExtensive application support experience
• Extensive knowledge of computer hardware, including troubleshooting.
• Working knowledge of a range of diagnostic utilities. Experience with desktop and server operating systems, including Win7,8.1, Windows 2008 server etc.

Demands of the Job:

• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.