Coordinator - Event Monitoring and Service Quality

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

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

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