Coordinator - Event Monitoring and Service Quality.Technology and IS Security

Key Deliverables

The Coordinator, Monitoring and Event Management will be accountable to achieve the following objectives:

Staff Leadership and Management

• Ability to work in a team

• Responsible for self-learning and development with guidance from the Manager

• Ensure cohesive work with Service Operations Team

• Accountable for meeting and prioritizing own targets / deadlines

• Provide information to the Manager on work accomplishments and challenges

• Lead team meetings and contribute on specialist / technical areas when required

• Review performance metric dashboards prepared on various performance metrics and to provide input to the Manager

Operational Delivery

• Oversee the proper implementation of event management and monitoring guidelines across the Technology department

• Lead the proactive event management through automation and predictive analytics.

• Design, configure, and optimize observability platforms (e.g., Datadog, Dynatrace, Prometheus) for comprehensive visibility across IT and network services

• Oversee the Configuration and maintaining of monitoring thresholds, alerting rules, and automated remediation scripts

• Collaborate with cross-functional teams to conceptualize and implement monitoring requirements for new services and technologies

• Ensure rapid escalation and resolution of incidents, minimizing service downtime and customer impact.

• Analyze incident and performance data to identify trends, drive process improvements, and recommend automation and proactiveness opportunities.

• Work closely with internal teams and external vendors to ensure comprehensive monitoring coverage and rapid incident response.

• Design and Implement machine learning models for anomaly detection, root cause analysis, and predictive incident management.

• Develop and maintain dashboards for real-time service and customer impact monitoring

• Ensure relevant MMC stakeholders are constantly and timely aware of technology faults

• Ensure SLAs related to management of exception conditions in the technology ecosystem are respected by the suppliers

• Ensure the routine operational tasks are carried out by Technology Operations Control, which is staffed by shifts of operators who provide centralized monitoring and control activities

• Advocate for a culture of proactivity, automation, and data-driven decision-making within the team

• Provide regular reports and insights to management on system health, incident trends, and improvement initiatives

Ad hoc and Operational Meeting

• Participate and provide inputs in operational meetings as and when required

• Set up and manage ad hoc meetings for day-to-day operational requirements as and when required

Escalations:

• Timely notification of escalations to the Manager, Service Management and Technology Teams

• Resolve escalations as defined escalation / resolution procedures

Opco Operational

• Participate and provide inputs in project status meetings

• Propose operational changes and provide associated user impact assessment

Performance

• Ensure effective execution of day-to-day operations with the Service Operations Team at the Opco

• Improve proactivity and quality through leading practice initiatives

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4. Job Requirements (Education, Experience and Competencies)

Education:

• Minimum Bachelor in IT, Engineering, or related fields

• Relevant post graduate qualification is an advantage 

Experience:

• A minimum of 2 to 3 years’ total experience in Testing, Release and Change Management or allied field is required

• Experience in Fintech, banking or Mobile Money is preferred 

• Experience in Testing, Release and Change Management within the Fintech , financial services sector or banking industry

• Knowledge of Cloud technologies and architecture disciplines, processes, concepts and best practices 

• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred 

Competencies:

Functional Knowledge: 

• Change management

• Release management

• Knowledge of Incident, problem or change workflow automation tools

• Knowledge of ITIL standard for change management practices

• Knowledge of change risk assessment and mitigation methods and tools

• IT audit

Skills

• Analytical thinking

• Continuous improvement

• Data interpretation

• Delivery focused

• Presentation 

• Relationship building

5. Authorities

• As per MTN Fintech DOA

6. Collaboration (Formal and Informal Relationships)

Responsibility towards:   

• Key internal stakeholders:    

  • Other functions within the OpCo

  • Group Fintech Technology team, when required

  • MTN Group Technology team, when required

  • Opco GSM Technology Team where required 

• Key external stakeholders:    

  • External Contractors

  • Technology Partners/Service providers