Ibrahim Balogun
@ibrahimbalogun
Incident Manager and customer service professional delivering SLA-driven first-call resolutions.
NigeriaWhat I'm looking for
I’m a customer-focused service professional with 5+ years of experience in incident management, technical support, and customer resolution. At Blue chip Communications (MTN EBU), I act as the primary point of contact for escalations, troubleshoot issues for first-call resolution, and meet customer SLAs with clear communication.
I manage customer tickets using OWS (Operations Web Service), prioritize based on impact and customer need, and proactively monitor systems to support end users across shifts. I also run daily/weekly reports on service events and KPIs using the data to improve response times and outcomes—an approach rooted in empathy, problem-solving, and detail-oriented follow-through.
Experience
Work history, roles, and key accomplishments
Incident Manager & Admin
Blue Chip Communications Limited
Jan 2019 - Present (7 years 5 months)
Served as primary point of contact for customer escalations and managed incident tickets using OWS, troubleshooting issues to achieve first-call resolution and consistently meet SLAs. Answered network-support calls, monitored systems, communicated pending tasks across shifts, and produced daily/weekly reports on service events and KPIs.
Assistant Instructor
Babsolut Compuworld
Oct 2016 - Apr 2017 (6 months)
Supported the lead teacher by supervising students, explaining tasks clearly, and providing learning materials. Assisted students with projects by adapting explanations to individual needs to improve understanding.
Education
Degrees, certifications, and relevant coursework
University of Ilorin
Bachelor of Science, Information and Communication Science
2018 -
Pursued a Bachelor of Science in Information and Communication Science at the University of Ilorin starting September 2018.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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