Interested and qualified applicants should send their Curriculum Vitae to:
Kindly indicate the title of the role as the email subject and note that only shortlisted applicants will be contacted.
Closing Date: 29 April, 2022
Job Summary:
The role will be responsible for providing Technical operations support, and managing a support desk which includes end-user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, and IP/MPLS areas.
Job Role
Technical Operations
Provide 1st line support for issues/queries raised by customers:
- Undertaking raised tickets and preliminary communication with end-users
- Analyse the impact of incidents and provide feedback to affected users or business area
- Provide escalation support to the team to expedite the resolution on incidents
- Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
3rd party L3 support.
- Liaise with 3rd lines of support to resolve incidents
- Escalate the resolution of issues
- Obtain 3rd lines support, track progress
- Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
- Ensure customer service performance is up to standards
- Support the deployment of new customer connectivity within project timelines
- Required to, manage workloads, and prioritize work across the team as well as develop the service delivery organization within Kenya.
- Responsible for resource optimization across the organization.
- Oversee and manage team performance and productivity
- Definition of ICT strategies, plans, policies, projects and service levels.
- Spearhead cross-functional engagements for service delivery improvement
Context :
MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. This function must therefore ensure successful delivery in the context of:
Qualification Required & Experience
Education
- Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
- Fluent in English and language of country preferable
Experience
- Minimum of 5 years experience
- Strong IT background in Telco environment
- A good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in a similar role
- Good knowledge of the OSS and BSS system architectures
Professional/Technical competencies:
- Ability to work effectively with multiple stakeholders in a multi-cultural environment
- Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
- Ability to provide direction and leadership towards multiple business units with the organization
- Maturity to handle ambiguity and adaptive to dynamic environment
- Strong technical and analytical skills
Physical Skills/ Competencies:
- Regional and international travel
- Ability to adapt to changing requirements of business and staff members
- Excellent Interpersonal and technical skills
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
Location: Accra