Senior Manager: Technical Operations & Service Delivery at MTN

The role provides technical operations support, managing a support desk which includes end user 1st and 2nd line support, customer onboarding, vendor management, and testing support of MTN Kenya network and infrastructure.

Key Responsibilities:

Reporting to the Managing Director, the candidate will be responsible for:

Managing the Service Operation Center (SOC) which is a highly specialized area that focuses on improving the availability, performance, and integrity of network services, managing the End-to-End (E2E) customer experience. SOC services and/or responsibilities include, amongst others:

• Service design & modelling, which must take into consideration business requirements and include evaluation and selection of data sources for monitoring.
• Real-time monitoring of services, which includes initiating and managing service alerts, performing localization analysis, correlation, and filtering.
• Recording service quality degradations as trouble tickets (TT) and assignment of each TT to the appropriate area responsible for their timely resolution.
• Service incident & problem management, including diagnosis, follow-up, and restoration of incidents, and investigating trends and performing root cause analysis for problems.
• Manage the MTN Kenya IT infrastructure and ensure the security policy are comply to MTN group security policy.
• Manage the network infrastructure connectivity and availability to meet customers defined service level agreements.
• Manage the network operation and maintenance and ensure that any changes are made according to the change policy and procedure defined by Group IT.
• Ensure that the customer solution design is meeting its needs and implement it accordingly.
• Ensure customer service delivery is done according to the agreed timeline in the SLA.
• Prepare the network budget according to the business needs, the capacity utilization and other parameters leading to the business growth and continuity
• Ensure the approved service management tool (Service Now) by MTN Group is integrated and captures all the service workflow of all operations.
• Manage the monthly SLA reports on support issues, correspondent status, aging & blocking factors
• Ensure customer service performance is up to standards
• Oversee and manage team performance and productivity
• Spearhead cross-functional engagements for service delivery improvement
• 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

Education;

• Minimum 4 year academic degree (Engineering/Computer science/Business)
• Fluent in English and language of country preferably
• 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 customer service management
• 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