IT Operations Manager - Telecel Ghana

Role Purpose

The IT Operations Manager is accountable for delivering the IT Operations and Run Strategy in alignment with the company’s vision. The role ensures the effective management, resilience, and optimization of mission-critical IT platforms, infrastructure, and applications—including Rating, Charging, Billing systems, and Value-Added Service (VAS) platforms such as SMS, USSD, CRBT, SDP, EIR, IVR, and core IT environments.

This position provides oversight of data centers, resident IT infrastructure, and seamless network connectivity through IPMPLS integration to guarantee accessibility and service continuity. By enabling robust platforms, the IT Operations Manager empowers stakeholders across Consumer, Enterprise, Mobile Money, Finance, HR, Legal, Technology, Customer Operations, Digital Channels, and Sales to deliver uninterrupted, high-quality services to customers

Key Responsibilities

• Build strong interfaces with business units and Group stakeholders, providing high levels of confidence in IT service performance and delivery.
• Own accountability for the performance, accuracy, and availability of Core IT Infrastructure and Services, Rating, Charging & Billing Systems, Mobile Money Services, Value-Added Services (VAS) including SMS, USSD, CRBT, IVR, OTA, DMC, EIR, SDP solutions
• Drive the development of technical and operational resources to effectively manage Rating, Charging & Billing, and VAS solutions, IT systems.
• Ensure teams are equipped with the right skills, tools, and knowledge transfer to deliver superior service outcomes.
• Own datacenter operations across all IT & Network facilities, including shared data centers, covering core network, server, storage, and environmental infrastructure (power, cooling, etc.).
• Ensure vCentre and cloud environments are optimally configured, resilient, and continuously available. Equip teams to deliver cloud operations that enable business growth and innovation.
• Oversee database operations, ensuring optimization, resilience, and superior service delivery. Lead application operations across BSS, ensuring teams are well-trained, resourced, and supported with documentation to drive business performance.
• Accountable for IT network operations, ensuring resilience and optimization to support uninterrupted service delivery
• Oversee storage platforms to ensure efficiency, scalability, and seamless integration with applications and databases.
• Own the incident management discipline, embedding ITIL v5 principles to drive proactive prevention, rapid resolution within SLA, and continuous improvement. Ensure persistent follow-through on root cause analysis and corrective actions.
• Customer-Centric Service Delivery Support call centre solutions and continuously improve Rating, Charging & Billing services. Energize teams to embody professionalism, agility, and customer-centricity, fostering a culture of excellence and innovation.
  
  

Core Competencies, Knowledge, and Experience

• Proven ability to lead high-performing teams, engage stakeholders effectively, and align IT services with business strategy.
• Skilled in translating business goals into IT strategies, driving innovation,and delivering customer-centric solutions.
• Over 8 years in IT operations and 5+ years in IT management, preferably within telecommunications, with expertise in complex IT environments including datacenters, applications, and networks.
• Strong knowledge of IT architecture, datacenter technologies, OEM operations, application methodologies, and alignment with technology roadmaps. Certified ITIL professional with deep service management expertise.
• Excellent communication, problem-solving, and analytical abilities, with a collaborative approach and effective delegation.
• Self-driven, resilient, and adaptable, with a strong “can-do” attitude, professionalism, and a winning mentality that fosters high-performance teams.
  
  

Must have Technical / Professional Qualifications

• Master’s degree in computer science, Information Technology, Telecom Engineering, Electrical/Electronic Engineering or related discipline.
• Must have Application Support experience and strong problem-solving abilities.
• Must have datacenter/server/network capability and experience
• Must possess strong knowledge of end- to-end business and IT processes as a leader to be able to translate Business needs into IT drivers.
• Ability to transform team if required by equipping them with the right skills
• Good team player and strong managerial skills.
• Good interpersonal and stakeholder management skills.
• Project management capability
• Budget management capability
• Strong understanding of OEM technologies and solutions
• Strong Negotiation skills.

Desired Skills and Experience

• Extensive work experience in transmission designing and operation of following Networks: Optical, Microwave, DCN, Sync, Quality of Service (QoS), TX Audit and optimizing RAN backhaul capacity Tx Design delivery
• Good hands-on experience on Microwave NW Design Tools, Transmission Products, and Solutions which are used to backhaul the following technologies GSM, WCDMA and LTE
• Good understanding of advanced and complex radio networks to be able to assist with advanced optimization and creative design solutions Knowledge in transmission capacity management
• Knowledge in transmission optical technologies
• GSM/LTE/WDM/SDH/PDH/IP/SDN Network Planning Principles
• Strong understanding of the ITU standards and recommendations and technological trend
• Must have Technical / Professional Qualifications
• BSc Electrical / Electronic / Computer Engineering
• Minimum of 4 years of relevant hands-on experience in a similar role
• Other related certification

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