Analyst - Managed Services
AI summary
MTN Nigeria is hiring an Analyst - Managed Services to oversee incident management performance, monitor vendor compliance with SLAs, and drive continuous service improvement. The role involves producing dashboards, coordinating post-incident reviews, and ensuring governance standards are met. Candidates need a first degree, ITIL certification, and 3-7 years of relevant experience.
- Vendor management and incident management focus within MTN Nigeria
- Requires ITIL professional certification and a first degree
- 3-7 years of relevant experience needed
- Involves SLA monitoring, KPI tracking, and executive reporting
- Covers governance, RCA review, and continuous improvement initiatives
AI job guide
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AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in internship, IT Analyst, Service ManagementThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Analyst - Managed Services evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to MTN Nigeria and the role in Not specified.
- Add concrete examples related to internship, IT Analyst, Service Management, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Analyst - Managed Services role in internship, IT Analyst?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research MTN Nigeria before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Develop and maintain Incident Management performance dashboards for management reporting. Monitor compliance with Major Incident and Escalation procedures. Monitor the vendor's adherence to incident response and restoration timelines, ensuring incidents are acknowledged, escalated, resolved, and closed within agreed service levels. Monitor reconciliation of incident records across service management platforms to ensure incident data is complete, accurate, and consistent for reporting and governance purposes. Track incident backlog and aging, ensuring overdue incidents are actively managed and closed. Monitor customer-impacting incidents and ensure priority incidents receive appropriate executive attention and timely escalation. Produce weekly and monthly dashboards on Incident Management performance, highlighting trends, risks, recurring incidents, service availability, and recommendations for continuous improvement. Coordinate continuous service improvement initiatives by analyzing incident data, identifying process gaps, and recommending corrective and preventive actions. Monitor and analyze incident trends to identify recurring issues, service degradation, and opportunities for proactive improvement and problem management. Monitor vendor compliance with all regulatory, legal, and internal governance requirements: relating to Incident Management and service restoration activities. Ensure new vendor staff supporting Incident Management are adequately onboarded and trained on MTN processes, governance requirements, tools, and customer experience: expectations. Validate vendor performance reports and support the measurement of contractual obligations, service credits, and performance improvement initiatives. Provide administrative and operational support within the Managed Services Vendor Management Office to ensure effective governance, coordination, reporting, and continuous improvement of Incident Management operations. Use data to monitor and track the MS vendor's adherence to Incident Management processes, ensuring all incidents are logged, categorized, prioritized, assigned, and resolved in accordance with agreed SLAs and operational procedures. Support governance meetings with performance analysis, service insights, risks, and recommendations to improve vendor performance and service quality. Track vendor performance against agreed Incident Management KPIs, including SLA compliance, Mean Time to Acknowledge (MTTA), Mean Time to Restore Service (MTRS/MTTR), first-time resolution rate, backlog, and customer communication compliance. Ensure the vendor provides accurate and timely daily, weekly, and monthly Incident Management reports, highlighting incident volumes, SLA performance, root causes, major incidents, repeat incidents, and improvement actions. Coordinate post-incident reviews and ensure all agreed improvement actions are implemented. Monitor the effectiveness of major incident communications, ensuring timely and accurate updates are provided to internal stakeholders and customers throughout the incident lifecycle. Maintain a comprehensive repository of Incident Management documentation, reports, KPIs, RCA records, Known Error Database (KEDB), and historical performance information. Monitor vendor compliance with established processes, policies, and procedures (PPPs) relating to Incident Management, Major Incident Management, Escalation Management, and Service Recovery. Ensure appropriate User Acceptance Testing (UAT) is performed for new systems, process enhancements, or platform changes that may impact Incident Management processes or customer experience. Analyze Root Cause Analysis (RCA) reports submitted by the vendor, monitor closure of corrective actions, and ensure lessons learned are implemented to prevent recurrence. Education: Professional qualification in ITIL or any other relevant certification Fluent in English. First Degree in any relevant discipline 3-7 years’ experience: which includes: Leadership Skills. Strong Analytical and Reporting Skills Must have excellent knowledge of Microsoft Excel Experience: in, Enterprise service management, Enterprise customer support Experience: in the use of data analytics tools/Apps Experience: working in a medium to large organization How to Apply Interested and qualified candidates should: Click here to apply online Application Deadline: 15th September, 2026, 10:55 PM. View all Jobs in Nigeria Lagos State