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  • Posted: Nov 5, 2021
    Deadline: Nov 11, 2021
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  • MTN Group, formerly M-Cell, is a South Africa-based multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg.
    Read more about this company

     

    Manager: Support

    Job No: 003

    The role will be responsible for providing technical operations support, managing a support desk which includes end user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, IP/MPLS areas.

    Key responsibilities:

    Reporting to the Snr Manager: Technical Operations & Service Delivery, the candidate will be accountable to achieve the following objectives:

     Technical Operations

    Provide 1st line support for issues/queries raised by customers:

    • Undertaking raised tickets and preliminary communication with end user
    • Analyse 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

    In addition

    • 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.

    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
    • Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
    • Experience on a similar role
    • Good knowledge of the OSS and BSS system architectures

    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

    Other:

    • 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.   

    Method of Application

    Qualified candidates are invited to send their applications and detailed CV, including qualifications, experience, present position and current remuneration.

    The forwarding e-mail and cover letter must clearly indicate the job title on the subject line.

    Send your application to  [email protected] by 11th November 2021 before 5:00pm East African time.

    MTN Business Kenya reserves the right to accept or reject any application. Only short-listed candidates will be contacted.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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