Manager: Networks Enterprise Business Support - MTN

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Job Summary:

Manage the network operational performance of the enterprise business services and GPON to:

• Ensure a high-quality Network experience for the end user (customer)
• Provide 24-hour Operation and maintenance of all enterprise business services and GPON network elements nationwide
• Support MTN shops and branches connectivity uptime.

Job Context

• Dynamic and highly competitive telecommunication & ICT industry
• Evolving technology era
• Multi regulated environment
• Environmental, social and governance prioritized
• Regionalization structure implication
• Multinational environment – Technology Group best practices
• Continuous Infrastructural expansion & Partnerships
• Performance driven environment
• Diverse cultural environment

Job Role

• Ensure proactive monitoring, first level troubleshooting, escalation and coordination of customer (enterprise, GPON and MTN branch/shop) service failures
• Support transformation of legacy operating model into a results and performance driven operating model based on technological evolutions to meet client demands.
• Mitigate network outages, track and ensure prompt resolution of outages to guarantee network high availability.
• Ensure service KPIs target are met as per agreed SLA with continuous improvement mindset.
• Manage the development of an automated and effective environment for the enterprise services network. This includes aligning the KPIs with the overall MTN philosophy.
• Build-up, lead and develop effective governance, planning & budgeting within domain
• Liaise with Managed Services provider to ensure the Network is operated/managed according to Worlds Best Practice.
• Ensure all network as-built and configuration data are updated, maintained and centrally stored to ensure business continuity
• Maintain the value of the network assets within the portfolio
• Interface with internal and external stakeholders to ensure a seamless operation.
• Ensure planned work related to enterprise customer network is coordinated with relevant stakeholders and impact analysis is shared and testing done to ensure set objectives are met.
• Anchor service review meetings with enterprise customers to ensure customers’ expectations and objectives are being met, through technical requirement gatherings and client engagements regularly across the entire country
• Analyse cross-systems impact with the various vendors present in the MTN Ghana network.
• Manage the application of e-TOM quality principles in enterprise service operations. This includes the review and generation of quality procedures.
• Ensure the development of efficient processes and procedures for all services operations.
• Ensure Customer complaints raised by stakeholders are attended to and resolved within agreed KPIs.
• Ensure adequate resources for new technology
• Maintain a dynamic environment to ensure maximum performance from team and vendors
• Manage the complexities of the interaction between the multitude of technologies and services in the Network
• Manage the conflicting requirements of providing an optimum service to the customer 24 hours a day with that of ensuring MTN Network performance and integration of new capacities / services
• Manage the above requirements within the financial requirements of the Company
• Support budget requirements with data driven input and manage capital and operational expenditure of the unit
• Record keeping of all plans, documents and policies on units file server

Education

• Minimum of a BSc Electrical /Electronic Engineering/Telecom Engineering or related field
• Experience Minimum of 5 years hands-on experience in IP and transmission operations environment, 3 years of which must have been in a supervisory role.
• Customer experience management

Competencies

Professional/Technical Competencies:

• Adequate Knowledge in Telecommunication fundamentals
• Adequate knowledge in network system technologies like GSM, Fiber broadband, Transmission and IP networks, etc
• Adequate knowledge of microwaves & optical principles and its operation
• Adequate Knowledge of IP/MPLS principles
• In-depth Knowledge of Link engineering and quality engineering
• In-depth Knowledge of Transmission Network management tools
• In-depth Knowledge of Multiplexers, IP and Ethernet.
• In depth knowledge in operating systems (Windows, Linux & Unix)
• In-depth knowledge of ITU/ETSI /3GPP/IEEE standards
• Ability to guide others in analyzing complex network related problems
• Adequate knowledge of environmental, health, and safety policies and practices
• Ability to produce accurate and detailed work plan
• Ability to communicate technical information to non-technical people
• Adequate knowledge in Project & Vendor management
• Adequate Knowledge in financial management, budgeting and expenditure control

Must live the MTN Values of

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion

Must exhibit the MTN Vital Behaviors of

• Complete Candor, Complete Accountability, Active Collaboration & Get it done.

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