Engineer, Enterprise Business Support at MTN

Ref no: MTN-NWGENG1

Level: MTN Level 2

Function: Network Group

Department: Network Operations

Reports to: Manager, Enterprise Business Support

Job Summary:

Responsible for the day-to-day technical operational support of Enterprise Business delivered products and services with focus on delivering high customer satisfaction, mainly through high service availability and exhibition of high professionalism during customer interaction.

Job Context

• Technology and Platform business
• Multiregulation and multifaceted stakeholder management
• Public Listed Organization
• Environmental, social and governance prioritized
• Partnerships at the core of business practices
• Managed Services organisation and regional Structure implication
• MTN Group approved Telecommunication/ICT Network Standards and Practices
• Global technology trends and advancements
• Diverse Cultural environment
• Agile way of work

Key Tasks:

• Log onto various NMS to confirm all clients are deployed and removed when decommissioned.
• Actively involve in the troubleshooting of enterprise outages to mitigate high MTTRs.
• Regularly check and maintain enterprise services database to confirm all client service related data is up to date and all stakeholders (Billing, EBD, RA, etc) are aligned.
• Escalate and liaise with third parties supporting some specialized enterprise product and services.
• Generate daily, weekly and monthly reports on Enterprise clients and services.
• Generate Bandwidth reports for SLA fulfilment purposes for proactive client engagements for upsell.
• Analyze overall enterprise business service quality and availability trends providing root cause analysis reports for service improvement actions and Service Review Meetings with customers.
• Coordinate with all sections and departments to restore clients’ services.
• Log onto ticket system to confirm all Enterprise Business faults are logged and updated correctly and timely.
• Proactively engage and interface with clients in resolution of faults.
• Escalating internally for higher level engagement with clients on issues possibly going beyond the SLA.
• Engage service partner on trouble tickets beyond the agreed SLA and ensuring accurate feedback sent to the clients.
• Liaise with the managed service partner to confirm all installation as per contracts' scope and meets ATP standards.

Education

• Minimum of a University degree in Electrical/Electronic/Telecom Engineering, Computer Science or an equivalent qualification.
• An ITIL certification and or an IP certification will be an added advantage.

Experience

• Minimum of 3 years’ hands-on experience in Transmission/IP Operations, Networking, MPLS environment
• With at least 2 years’ experience of being at the forefront in resolving enterprise customers’ network challenges.
• Must demonstrate considerable experience in managing 3rd Parties within a managed service environment

Professional/Technical competencies

• Working knowledge in IP (routing, switching, firewalls) networks and security; SD WAN, SDN, Carrier Ethernet; SDH, WDM, DWDM transport technology; Voice (SIP, VoBB) technology; APN; GPON technology; etc)
• Good knowledge in IP/Data networks architecture, topology, traffic routing, etc
• Ability to read and interpret IP network configs and traffic policies
• Ability to read and interpret OTDR readings, fiber and microwave performance logs
• Adequate knowledge in Network System technologies (GSM, WCDM, etc).
• Adequate knowledge in Windows, Unix & Linux Operating Systems
• Adequate Knowledge in MS Office suite
• Adequate knowledge in network management systems (Cacti, Solarwinds, Huawei NCE, Aviat Provision, etc)
• Adequate knowledge on the change control Processes

Competencies

Must live the MTN Values of

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

Must exhibit the MTN Vital Behaviors of

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