Job Description

Reports To: Senior Manager - Business Development
Division: Fixed Broadband

Mission:

• Responsible for providing technical support and quality assurance for FTTx broadband consumers that guarantees user experience, uplifts ARPU (average revenue per user) and averts churn. Leverage BI/performance insights for product innovation and value monetization.

• Develop an efficient, agile, and real-time home network quality assurance (HNQA) operation that assures service quality, enables FTTx product differentiation, value monetization of complementary services, and marketing agility.
• Responsible for the comprehensive management of the HNQA-Operation for FTTx-Business in line with strategic intent and objectives.
• Ensure the reliability and usability of the FTTx home broadband service for the delivery of curated quad-play offerings, regardless of the type of user application.
• Manage ONT service provisioning, home network support, installation of CPEs – e.g. Wi-Fi access points (APs), CCTVs, STBs, and smart home solutions – to achieve quad-play propositions, service experience, product differentiation and revenue growth.
• Manage and resolve within SLA all home-network-quality issues and trouble-tickets for FTTx-broadband customers.
• Be the single point of contact (SPOC) for FTTx home network technical support and optimization.
• Use performance data and analytics to predict user/household behaviour, service performance issues, and bandwidth growth demands. Leverage these insights for home network optimization, product innovation and value monetization.
• Configure real-time monitoring and alerting scripts to proactively identify and resolve service or Wi-Fi signal issues before they become service impacting or lead to churn.
• Responsible for Inventory planning & management – ensure 100% availability of CPEs and accessories for home network quality assurance (HNQA) operation.
• Define and enforce home connection acceptance test in compliance with acceptance criteria and performance metrics.
• Process payments for home network support partners in line with acceptance criteria, contracts and business rules.
• As the HNQA process owner, be actively involved in the scoping, requirement gathering, clarification and testing of IT-Systems systems for operations excellence.
• Ensure timely feedback are provided to IT on any workflow improvement and track request to timely completion.
• Exhibit and sustain the right organisational culture by consistently demonstrating MTN refreshed values and leading from the front.
• Define SMART KPIs for your team and manage team performance, including appraisal check-in sessions.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify training requirements of team members, develop programs to address knowledge gaps and to enrich knowledge repository within the department.

Education:

• First degree in Engineering, Computer Sciences, Physics or Telecommunications.
• Fluent in English

Experience:
6 - 13 years’ experience which includes:

• Experience working in a medium organization and a multi-vendor network environment.
• Experience, preferably in a telecommunications business environment.
• A good knowledge of GPON, LAN, SD-WAN and related technologies. Deep understanding of PPPoE, DHCP, VoIP and related networking protocols.
• Advance knowledge of FTTx/ODN architecture, L2VPN technologies and management of access network nodes via Network Management system (NMS).
• An understanding of field service operations management, including planning, scheduling, inventory management, process efficiency and performance reporting.
• A good knowledge of networking devices, data communication protocols and proactive fault discovery and quick issue resolution.
• CCNP, CFOT certification or its equivalent will be an added advantage

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. 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. This is what we want you to experience with 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.

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site ( https://www.mtn.ng/career/).