We at MTN are a purpose and value-led organization. At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us.
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
Live Y’ello
- Lead with Care
- Can-do with Integrity
- Collaborate with Agility
- Serve with Respect
- Act with Inclusion
Mission/ Core purpose of the Job
Responsible for managing the incident management processes in accordance with industry best practices. The role is focused on core ICT Service Management functions including but not limited to areas such as problem management, incident management, change management, configuration management, and service level management.
Responsible for ensuring that standardised methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact on service quality; and subsequently identify opportunities to improve the day-to-day operations of the organisation.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Manager: Incident Management will be accountable to achieve the following objectives:
- Executing the incident management process tasks in adherence with group and local OpCo requirements.
- Coordinate and manage the incident management process activities across the group and with external vendors as per agreed SLAs.
- Escalate risks and issues to the senior management within the technology function
- Support incident management reporting (KPIs and customer SLAs)
- Assist the incident management process owners within OpCos in:
• Driving service management best-practice and process standardisation
• Implementing consistent end-to-end application of the incident management process across the business
• Identifying and planning for incident management process improvement projects
• driving cross-account process standardisation
- Drive implementation of standard execution of the incident management process
- Responsible for the complete process adherence and handling of incidents according to SLAs
- Responsible for acting as an escalation point to expedite incident resolution
- Work with and interpret outputs from AI/ML powered security tools and AI Enhanced Incident Triage & Correlation
- Effectively manage AI Supported Incident Response Automation
- AI Driven Threat Intelligence Consumption
Strategic SOC Contribution
- Contribute to the strategic roadmap of the Group SOC, ensuring alignment with business objectives and emerging threat trends.
- Drive visibility enhancement initiatives, including onboarding of critical assets, improving telemetry coverage, and reducing detection blind spots.
- Collaborate with SOC Engineering, Threat Intelligence, and Detection teams to enhance detection rules, response playbooks, and automation.
- Identify capability gaps and propose improvements that reduce MTTD, MTTR, and enhance SOC efficiency and maturity.
- Participate in the design and rollout of SIEM and SOAR enhancements to improve correlation, enrichment, and response automation.
Key Deliverables
- Monitor, manage and report incidents
- Framework SLA
- Monitor, manage and report on ITIL V3 framework
- Monitor, manage and achieve Operational KPI's
- Service Reviews With Third Parties
Role Dependencies
- Active support from the Group CTIO, GM: InfoSec Cyber Defence, and SM Security Operations Centre
- Deep understanding of the MTN business strategy
- Understanding of the OpCo technology, business and regulatory context
- Timely decision making and reporting
- Alignment of OpCo and Group strategy initiatives
Job Requirements (Education, Experience and Competencies)
Education:
- Bachelor’s Degree in Computer Science, Information Technology, Software Engineering or related field
- Relevant certification / accreditation (e.g. ITIL V3)
- Fluent in language of country with basic command of English
- English, French and Arabic (as advantage)
Experience:
- Minimum of 5 years’ experience in incident management
- Prior professional services / consulting background
- Worked across diverse cultures and geographies advantageous
- Experience working in a small to medium organization
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and strategy development
Competencies:
- Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
- Culture and Change Champion, Guiding People Manager, Relationship Builder
- Results Achiever, Operationally Astute
Other:
- Regional and international travel
Job details are sourced from the employer's original posting.
Open job postingAbout the company
MTN is a telecommunications company providing mobile and digital services.