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  • Posted: Nov 5, 2021
    Deadline: Nov 11, 2021
  • 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


    Senior Manager: Technical Operations & Service Delivery

    The role provides technical operations support, managing a support desk which includes end user 1st and 2nd line support, customer onboarding, vendor management, and testing support of MTN Kenya network and infrastructure.

    Key Responsibilities:

    Reporting to the Managing Director, the candidate will be responsible for:

    Managing the Service Operation Center (SOC) which is a highly specialized area that focuses on improving the availability, performance, and integrity of network services, managing the End-to-End (E2E) customer experience. SOC services and/or responsibilities include, amongst others:

    • Service design & modelling, which must take into consideration business requirements and include evaluation and selection of data sources for monitoring.
    • Real-time monitoring of services, which includes initiating and managing service alerts, performing localization analysis, correlation, and filtering.
    • Recording service quality degradations as trouble tickets (TT) and assignment of each TT to the appropriate area responsible for their timely resolution.
    • Service incident & problem management, including diagnosis, follow-up, and restoration of incidents, and investigating trends and performing root cause analysis for problems.
    • Manage the MTN Kenya IT infrastructure and ensure the security policy are comply to MTN group security policy.
    • Manage the network infrastructure connectivity and availability to meet customers defined service level agreements.
    • Manage the network operation and maintenance and ensure that any changes are made according to the change policy and procedure defined by Group IT.
    • Ensure that the customer solution design is meeting its needs and implement it accordingly.
    • Ensure customer service delivery is done according to the agreed timeline in the SLA.
    • Prepare the network budget according to the business needs, the capacity utilization and other parameters leading to the business growth and continuity
    • Ensure the approved service management tool (Service Now) by MTN Group is integrated and captures all the service workflow of all operations.
    • Manage the monthly SLA reports on support issues, correspondent status, aging & blocking factors
    • Ensure customer service performance is up to standards
    • Oversee and manage team performance and productivity
    • Spearhead cross-functional engagements for service delivery improvement
    • 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


    • Minimum 4 year academic degree (Engineering/Computer science/Business)
    • Fluent in English and language of country preferably
    • Minimum of 5 years’ experience
    • Strong IT background in Telco environment
    • Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
    • Experience in a similar role
    • Good knowledge of customer service management
    • 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

    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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