The Specialist, IT Support & Incident Management is responsible for managing all incidents, events and problems identified in the technology environment in the OpCo, right from identification and analysis to resolution and logging. The purpose of the role is to ensure service continuity by reducing and ultimately stopping risks posed by known/unknown problems and events.

Job Context

• Evolution and highly competitive Fintech Industry
• Multi regulated and multifaceted stakeholder management
• Environmental, social and governance prioritized
• Partnerships at the core of business practices
• Increasing demand for Fintech/digital experiences decisions to keep up with customers.
• Performance driven environment
• Global and MTN Group Fintech standards and best practices

· Active media engagement and brand reputation

· Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring

· Agile ways of working

Job Role

The Specialist Testing, Release and Change Management will be accountable to achieve the following objectives:

Strategy Implementation

· Abide by and execute the functional strategy cascaded by the functional lead

· Assist in review of the functional strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Governance

Strategic Meetings

· Participate in strategic meetings, when required

· Execute OpCo wide transformation initiatives, when required by the functional lead

· Implement adequate risk mitigation and controls, with directions from the functional lead

· Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required

· Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required

· Escalations

· Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead

Function Tactical

· Execute projects initiated in the specific sub-function

· Abide by the established objectives, targets and budgets for the sub-function, when required

· Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the functional lead

· Prepare documentation required for sign-off on tactical changes

Reporting

· Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organisation

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

Budgets

· Abide by function’s budgets in line with business objectives

· Abide by project initiative budgets in line with business objectives

Operational Delivery

The role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

· Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same

· Comply with the set governance mechanisms, under supervision from the functional lead

· Evaluate the efficiency and effectiveness of Testing, release and change strategies and propose and offer suggestions for improvements

Testing, Release and Change Management Operations

· Establish, maintain, and operationalize the process for Change and Release Management

· Ensure alignment and adherence to standards, processes & guidelines defined by MTN Group Technology and Group DigiFin Technology teams as applicable

· Ensure the production environment is protected by a rigorous Change and Release Management process, under supervision from the group Technology team

· Ensure standardized process and procedures are used for efficient handling of changes to minimize incidents due to change

· Circulate in-scope Requests for Change in advance of meeting to allow prior consideration/review

Education

· Minimum of a Degree in Information Technology or related field

• Relevant post graduate qualification is an advantage

Experience

· A minimum of 3 years’ relevant experience in Testing, Release and Change Management or allied field is required

· Experience in Fintech, banking or Mobile Money is preferred

• Experience in Testing, Release and Change 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 of emerging markets is preferred

Knowledge

· Change and Release management

· Knowledge of Incident, problem or change workflow automation tools

· Knowledge of ITIL standard for change management practices

· Knowledge of change risk assessment and mitigation methods and tools

· IT Audit

Must live the MTN Values of

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion, COS

Must exhibit the MTN Vital Behaviors of

• Complete Candor, Complete Accountability, Active Collaboration & Get it done.