Manager, Service Desk - MTN Ghana

Job Summary:

To Supervise and Coordinate Fibre deployment, fibre Relocation, Terminal Equipment Optimization and Adhoc Projects according to MTN Specifications, Quality standards, PPP and CPM Tool Kits

Job Role

Technical Operations

• Provide monitoring for the GlobalConnect internal and external customers:
• Raising tickets and communicating 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
• Incident tracking and major incident management
• Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
• Ensure customer service performance and communications is up to standards
• Support the monitoring 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 Monitoring 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:

• MTN positioning as the best connectivity provider in Africa and the Middle East
• Drive commercial excellence and support all internal and external sales

• Operating within a highly interconnected international telecommunications community
• MTN’s decision to centralise the wholesaling of global and local infrastructure assets
• The geographic complexity of MTN’s footprint across Africa and the Middle East
• Enhancing MTN’s position as a leading network and system provider
• Constant dynamics and local challenges in economic, regulatory and legal environments
• Aggregate and balance connectivity requirements across multiple diverse operating units
• Varied physical transport and delivery systems (satellite, submarine cable, signaling gateways, switching platforms, IP routers)
• Successful planning and deployment subject to multiple regulatory regimes across diverse jurisdictions and cultures
• Ensuring systems stability & performance is up to standards
• Responsibility to keep track of global technological advancements and stay abreast of standardization work of relevant industry bodies
• Achievement of operating efficiency and effectiveness through scale and common processes

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
• 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

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