Manager, Support - MTN Global Connect - MTN Ghana



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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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  • The Recruiter reserves the right not to proceed with filling the position.
  • An application will not in itself entitle the applicant to an interview.

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