Job Description

Main Purpose:

Proactively support the day to day Operations in the Technology division through Tools, Automation and seamless Operations to ensure that MTN achieves the predefined company objectives.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Main Job Functions:

• Design and Automation of processes to streamline operations.
• Conduct research on Enterprise Management tools and standards to remain abreast of developments in the IT industry.
• Integrate the ITSM tool with all vendors, OpCos and Service providers
• Ensuring that all tools meet the availability, integrity, scalability, and security requirements.
• Administration, configuration, deployment of all security tools in the MTN ICT Infrastructure (like Splunk, OSSEC, Trend micro, Operational tools and other security tools)
• Execute and oversee new tools for software upgrades and changes.
• Monitor and test Backoffice performance and provide performance statistics and reports.
• Participate in designing solutions to align to automation.
• Design and develop and maintaining a precise and comprehensive procedural and process documentation for end-to-end Operations in tools perspective.
• Serves as the first point of contact for Vendor management, establishes, and maintains an effective relationship with the Vendors to ensure that all critical issues are brought to a rapid resolution in accordance with established SLAs.
• Establishing and maintaining effective relationships to continually improve collaboration with business stakeholders.
• Planning and managing support for incident management tools and processes.
• Security Incident and Event Management including proactive security monitoring.
• Third party access control, authorization and User access review for selected systems' OS, DB and APP.
• Endpoint, network access management and Vulnerability assessments
• Coordinating interfaces between incident management and other service management processes
• Driving the efficiency and effectiveness of the incident management process
• Developing and maintaining the incident management process and procedures
• Manage end to end configuration & Release management in liaison with the ITO partners.
• Manage end to end service continuity across technology in liaison with the different Vendors.

KEY PERFORMANCE INDICATORS (SMART)

• Quality of projects delivered.
• Completeness, accuracy and efficiency of defined processes and procedures
• Adherence to approved operating standards and methodologies.
• Efficient delivery of solutions in line with defined of SLAs
• Operational stability
• Quality of Audit findings i.e., towards zero negative audit findings

Education

• Bachelor’s degree in computer science, Software Engineering Information Technology, Electrical/Telecom Engineering or related course.
• Relevant certification / accreditation i.e., Business process Framework training and development languages
• Software security tools and Software Engineering tools Knowledge.

Work Experience

5-6years’ experience in Operations in a stressful environment specifically in tools based on Unix/ Linux and windows plus security operations, Plus 3 years in process driven environments

Skills / physical competencies:

• Results orientation
• Committed to making a difference.
• Credibility
• Building collaborative relationships
• Engaged management.
• Developing & empowering
• Influencing, Leadership, Power
• Sound judgment
• Strategic planning
• Risk-taking, Innovation

• Design and Automation of processes to streamline operations.
• Conduct research on Enterprise Management tools and standards to remain abreast of developments in the IT industry.
• Integrate the ITSM tool with all vendors, OpCos and Service providers
• Ensuring that all tools meet the availability, integrity, scalability, and security requirements.
• Administration, configuration, deployment of all security tools in the MTN ICT Infrastructure (like Splunk, OSSEC, Trend micro, Operational tools and other security tools)
• Execute and oversee new tools for software upgrades and changes.
• Monitor and test Backoffice performance and provide performance statistics and reports.
• Participate in designing solutions to align to automation.
• Design and develop and maintaining a precise and comprehensive procedural and process documentation for end-to-end Operations in tools perspective.
• Serves as the first point of contact for Vendor management, establishes, and maintains an effective relationship with the Vendors to ensure that all critical issues are brought to a rapid resolution in accordance with established SLAs.
• Establishing and maintaining effective relationships to continually improve collaboration with business stakeholders.
• Planning and managing support for incident management tools and processes.
• Security Incident and Event Management including proactive security monitoring.
• Third party access control, authorization and User access review for selected systems' OS, DB and APP.
• Endpoint, network access management and Vulnerability assessments
• Coordinating interfaces between incident management and other service management processes
• Driving the efficiency and effectiveness of the incident management process
• Developing and maintaining the incident management process and procedures
• Manage end to end configuration & Release management in liaison with the ITO partners.
• Manage end to end service continuity across technology in liaison with the different Vendors.

• Results orientation
• Committed to making a difference.
• Credibility
• Building collaborative relationships
• Engaged management.
• Developing & empowering
• Influencing, Leadership, Power
• Sound judgment
• Strategic planning
• Risk-taking, Innovation

• Bachelor’s degree in computer science, Software Engineering Information Technology, Electrical/Telecom Engineering or related course.
• Relevant certification / accreditation i.e., Business process Framework training and development languages
• Software security tools and Software Engineering tools Knowledge.