Engineer - Messaging.MTN GlobalConnect at MTN

Job Description

Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA's)

• Service Desk Engineer will be the Single Point of Contact for all Messaging related issues for end users whose key responsibilities include:
• Responsible for handling Incidents and change requests and will be the point of contact for Messaging-related issues.
• Ensuring every issue/request is logged in the ServiceNow ticketing tool without any lapses.
• Providing the first Level for all related infrastructure-related services within agreed SLA's.
• Quantifying and qualifying the impact or operational risk to escalate the incident on time if necessary.
• Performing diagnosis on incidents to drive mitigation and coordinate the efforts to mitigate them.
• Route tickets to internal 2nd and 3rd Level Messaging support staff appropriately without any misrouting.
• Assigning service requests/incidents to appropriate support teams and follow up until closure.
• In charge of driving and implementing changes in development and production environments.
• Communicating with the business about changes, incidents, and maintenance.
• Using the incident management system (ServiceNow) to document and manage Incidents and work requests and their respective resolutions and circumventions.
• Coordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensuring the ticket is updated with the latest updates descriptively for future reference
• Adhering to on-call duties and operating processes - KPIs and SLAs.
• Constantly upscale your technical expertise to administer a wide range of infrastructures.

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 3-year Academic Diploma in Information technology.
• Fluent in English and language of country (preferable).

Experience:

• Minimum of 2 years' experience in Messaging systems support.
• Proficiency in Service Now.
• Strong verbal and written communication skills to communicate effectively with business partners and other engineers.
• Knowledge and practical experience within the Telecommunications industry.
• Being a self-starter and having the ability to work unsupervised is essential.
• Worked across diverse cultures and geographies (advantageous) .

Competencies:

• Implementer, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, Guiding People Manager, Relationship Builder
• Results Achiever, Operationally Astute
• Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
• Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on one’s feet, a fast thinker.
• Ability to understand and communicate high-level technical concepts.
• Process driven; leverage existing processes to efficiently execute duties.
• Ability to work with the customer and to involve the right people; solicits input, knows and plans for stakeholder impact. Self-motivated, independent worker, driven to complete tasks quickly
• Ability to balance’s priorities and manage workload effectively.
• Quickly adapts approach as the situation changes.
• Detail-oriented individual to ensure all issues are resolved to customer satisfaction.
• Other: Regional and international travel (if required)