Specialist - IT Support and Incident Management

Douala, Littoral, Cameroon and 1 more
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Job Description
We at MMC are a purpose and value-led organization.

At MMC 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.

Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

Responsibilities
Execute incident management process in the OpCo, aligned to the group policies, guidelines and procedures
Ensure alignment and adherence to standards, processes & guidelines defined by MTN Group Technology and Group DigiFin Technology teams as applicable
Respond to a reported service incident, identifying the cause, and initiating the incident management process
Prioritize incidents according to their urgency and influence on the business

Accountable for interpreting the meaning of an incident and selecting a suitable response
Produce documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures
Log all incidents and their resolution to see if there are recurring malfunctions
Adjust the incident management process as required to ensure its effectiveness, under direction from the group
Monitor progress on the resolution of errors and incidents and suggest post remedial actions on the best available workaround for incidents
Escalate all business-critical incidents that cannot be solved by the OpCo to thr group Technology team in a timeous manner
Where required, escalate unsolvable issues to Manager IT Service Management in a timeous manner
Other tasks and duties, as assigned
Qualifications
Education:

A Degree in Information Technology or related field
Relevant post graduate qualification is an advantage
Experience:

A minimum of 2 to 3 years’ total experience in It Support & Incident Management or allied field is required
Experience in Fintech, banking or Mobile Money is preferred

Experience in IT Service delivery/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:

Knowledge of ITSM and ITIL
Incident management
Event management
IT service delivery
Incident root cause analysis
Incident logging
Skills

Analytical thinking
Continuous improvement
Data interpretation
Delivery focused
Presentation
Relationship building

Apply Before : 09/03/2025, 11:59 PM

All applications must be submitted ONLINE at : https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions?location=Cameroon&locationId=300000000273784&locationLevel=country&mode=location