Team Lead: Service Desk Monitoring at MTN

Mission/ Core purpose of the Job

• The role will be responsible for providing operational monitoring support, managing a monitoring support desk team which monitors the GlobalConnect services for Roaming, Signaling, Messaging, IT, IP/MPLS areas as well as customers.

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

Technical Operations

• Provide monitoring for the GlobalConnect internal and external customers:
• Raising tickets and communicating with end users
• Analyse impact of incidents and provide feedback to affected users or business area
• Provide escalation support to the team to expedite the resolution on incidents
• Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
• Incident tracking and major incident management
• Produce reports on support team performance around issues, correspondent status, aging & blocking factors
• Ensure teams customer service performance and communications is up to standards
• Support the monitoring deployment of new customer connectivity within project timelines.
• Required to, manage workloads, and prioritize work within the team as well as develop the service delivery organization within Kenya.
• Responsible for resource optimization across the organization.
• Oversee and Manage team performance and productivity

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 3-year Academic Degree (Engineering/Computer Science/ Business)
• Fluent in English and language of country preferable

Experience:

• Minimum of 5 years’ experience
• Strong IT background in Telco environment
• Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
• Experience on a similar role
• Good knowledge of the OSS and BSS system architectures

Competencies:

• 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

Other:

• 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.