MTN Telecommunication Jobs in Accra
1. Patiently scroll down and read the job description below.
2. Scroll down and find how to apply or mode of application for this job after the job description.
3. Carefully follow the instructions on how to apply.
4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.
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
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- 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
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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
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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
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1. Patiently scroll down and read the job description below.
2. Scroll down and find how to apply or mode of application for this job after the job description.
3. Carefully follow the instructions on how to apply.
4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.
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
ADVERTISEMENT - CONTINUE READING BELOW
- 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
ADVERTISEMENT - CONTINUE READING BELOW
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
ADVERTISEMENT - CONTINUE READING BELOW
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
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