Specialist - Application Support.Technology

At MTN Cameroon 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 organization, 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 organizational 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

Operational Delivery:

• Manage application incidents through the full ITIL lifecycle from detection to resolution

• Conduct root cause analysis for recurring application problems and implement permanent fixes

• Perform application patch management, version upgrades and configuration changes under change control

• Monitor application health dashboards and proactively identify performance degradation

• Liaise with vendors (TechMahindra ESF and others) on escalated application issues

• Maintain up-to-date application support documentation and known error articles

Staff Leadership and Management

• Ability to work in a team
• Responsible for self-learning and development with guidance from the Manager
• Ensure cohesive working with the CoE
• Accountable for meeting and prioritising own targets / deadlines
• Provide information to the Manager on work accomplishments, individual / team challenges
• Lead team meetings and contribute on specialist / technical areas when required
• Review performance metric dashboards prepared on various performance metrics and provided input to the manager

Governance

Operational, Tactical and Strategic Meetings

• Provide input on all projects initiated within the unit and across the Division

• Review key risks, issues and dependencies and set mitigation actions

• Provide input in strategic meetings when required

• Provide inputs into risk mitigation and controls

• Provide input into the preparation of proposals on change initiatives, policies, and procedures

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery

• Escalate issues that will result in significant time, scope, employee/customer or cost impact if not resolved

• Manage and provide solutions to issues that require formal resolution

Function Tactical

• Provide input into all projects initiated

• Provide input into establishing objectives, targets, and budgets for the function as applicable

• Identify and document key risks, issues and dependencies and set mitigation actions

• Prepare documentation required for sign-off / making decisions regarding tactical changes

Performance

• Review performance against agreed KPIs and their compliance to SLAs and reverse SLAs

• Review and monitor plan for continuous improvement

• Ensure execution in alignment with divisional strategy

• Continuous performance monitoring and adjust strategy and actions to deliver targets

Reporting

• Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organisation

• Report on an ad hoc basis on specific projects, as required

Budget

• Manage budget for the sub-division in line with business objectives

• Monitor expenditure and ensure cost optimisation

Compliance

• All employees are in the first line of compliance defense and are expected to act as Compliance Champions in their respective roles.

• Employees must comply fully with all applicable legislation, regulations, policies, standards, and procedures in the execution of their day-to-day responsibilities.

• Any act of negligence or non-compliance by an employee will be addressed in accordance with the MTN Cameroon Disciplinary Policy.

• Employees are required to attend scheduled compliance training, proactively report, and escalate any compliance concerns, issues, or failures.

• With the support of Compliance Champions and the Risk & Compliance (R&C) team, employees are expected to review and update compliance obligations, compliance risks, and control testing activities within their respective units.

Education:

• Minimum Bachelor's degree IT, Computer Science or related field

• ITIL Foundation certification preferred

Experience:

• Minimum 3 years in application support or systems administration

Functional Knowledge:

• Enterprise application support and administration

• ITSM tools (Jira, ServiceNow)

• SQL and database query basics

• Log analysis

• Application monitoring tools

Skills:

• Technical troubleshooting

• Incident management

• Documentation

• Communication

• Attention to detail

Behavioural Qualities:

• Analytical thinking and problem-solving

• Customer-centric mindset

• Collaboration and teamwork

• Attention to detail

• Initiative and self-motivation

• Adaptability in a fast-changing environment

• Ethical conduct and integrity