Manager - Customer Reliability Engineer.MTN Software Solutions at MTN

Job Description

• Achieve measurable improvements in system uptime and performance by implementing robust reliability engineering practices and leading incident prevention initiatives.
• Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) through streamlined incident response protocols and team readiness, ensuring minimal disruption to customers.
• Build, lead, and develop a skilled team of Customer Reliability Engineers with a strong focus on ownership, collaboration, and continuous learning.
• Ensure that reliability is embedded into service design, development, deployment, and operations by partnering with engineering, product, and operations teams.
• Deliver clear and actionable reporting on reliability metrics to support leadership decision-making and continuous improvement.
• Align reliability goals with customer expectations by addressing root causes of service degradation and championing seamless user experiences.

Responsibilities

• Identify and address potential reliability risks before they impact customers by implementing observability tools, runbooks, and automated responses.
• Drive reliability improvements that also reduce operational costs by eliminating manual processes, optimizing resource usage, and reducing reactive work.
• Ensure the continuous and stable operation of customer-facing systems by applying reliability engineering principles and best practices.
• Oversee timely incident response, root cause analysis, and implementation of long-term fixes to prevent recurring issues and improve service resilience.
• Build and lead a high-performing reliability engineering team, providing coaching, mentorship, and career development to support individual and team growth.
• Work closely with software engineering, DevOps, product, and support teams to embed reliability into the end-to-end service lifecycle.
• Ensure effective monitoring systems, dashboards, and alerts are in place to detect, respond to, and analyze system performance and failures.
• Define and drive the implementation of a reliability roadmap aligned with business objectives, system scalability, and customer needs.
• Translate system performance into customer impact metrics (e.g., NPS, downtime minutes) and work to continuously enhance the end-user experience.
• Track and report on key reliability metrics such as uptime, latency, error rates, and incident frequency to support transparency and data-driven decisions.
• Proactively identify technical and operational risks, ensuring mitigation strategies are in place and aligned with compliance standards.
• Foster a culture of experimentation and improvement by exploring automation, new tools, and process enhancements to strengthen reliability practices

Qualifications

Education:

• Bachelor's Degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline.
• Certifications in relevant areas such as Site Reliability Engineering (SRE), DevOps, ITIL, or Cloud Infrastructure (e.g., AWS, Azure, GCP) are highly desirable.
• A Master's Degree in Technology Management, Engineering, or Business Administration is an added advantage 

Experience:

• Experience:7–10 years of experience in IT operations, systems engineering, or reliability engineering within a technology-driven environment.
• At least 3–5 years in a leadership or managerial role, with proven experience leading reliability or DevOps team

Skills :

• Hands-on experience implementing and managing observability platforms, monitoring tools (e.g., Prometheus, Grafana, Splunk), and automation frameworks.
• Demonstrated ability to lead incident response efforts, conduct root cause analysis, and implement sustainable, long-term service reliability improvements.
• Experience working in agile environments and with cross-functional teams, including software development, infrastructure, product, and support.
• Strong understanding of cloud-native technologies, container orchestration (e.g., Kubernetes), CI/CD pipelines, and infrastructure as code (e.g., Terraform, Ansible).

Apply Before 09/27/2025