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MTN is a leading emerging market operator, connecting subscribers in 22 countries in Africa, Asia and the Middle East. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code: MTN. As of 30 June 2013, MTN recorded 201.5 million subscribers across its operations in Afghanistan, Benin, Botswana, Cameroon, Cote dIvoire, Cy...
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Mission/Core purpose of the Job
- The role will be responsible for the development and implementation of the Quality reporting analysis processes and standardization for GlobalConnect, regular reporting and analysis across the L1 and L2 support.
- Generate Service Improvement plans to increase customer satisfaction.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The quality engineer will be accountable to achieve the following objectives:
- Review customer experience holistically across engagement areas
- Identify, own service improvement initiatives and drive to conclusion
- Sample monitoring support calls for improvement initative.
- Coordinate with Support Managers to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables
- Service Improvement plans
- Improved customer satisfaction
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 in customer reporting
- Strong IT background in Telco environment
- Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and reporting
- Strong analytical skills
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
- Maturity to handle ambiguity and adaptive to dynamic environment
- Strong technical and analytical skills
Other:
- Regional and international travel
- Excellent Interpersonal 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.
go to method of application »
Mission/ Core purpose of the Job
- The role will be responsible for the development and implementation of Service Management processes for GlobalConnect Customers, providing them with regular reporting and ensuring that performance of Services provided exceeds the SLAs committed to them.
- Understand customer requirements and participate in cross functional teams to resolve issues.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Service Consultant will be accountable to achieve the following objectives:
- Manage major escalations involving Customer situations and provide corrective action in such circumstances.
- Produce SLA reports intended for Senior Management and customer’s consumptions as directed and required,
- Identify, implement and manage client (external) service improvement initiatives with defined and measurable KPI’s.
- Develop and enhance the relationship with business, actively managing expectations and monitoring service levels.
- Define, measure and monitor agreed SLA’s and KPI’s for key customers
- Measure customer satisfaction ratings and feedback from internal teams and OpCos and ensure relevant improvement activity and corrective action. is applied.
- Manage and define the associated service requirements relating to Technology services including setting key KPI’s relating to service requirement response times.
- Participate in RFPs, and provide technology solutions for response.
- Co-ordinate with customers, account managers, architects, manage customer on boarding, and support teams to resolve customer issues.
- Define Technology service requirements including business and technology integration and automation processes to improve customer experience
- Coordinate with Vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables
- Monitor, manage and report Service Management
- Monitor, manage and achieve Operational KPI's
- Service Reviews with Group Enterprise Business Service Reviews with OpCo
- Service Reviews With Third Parties
- Upsell and cross sell to customers along with Global Account Managers
- Respond to Request For Proposals issued by customers and provide technology solutions to win them
Role Dependencies
- Understanding of the Customer requirements, technology, business and regulatory context
- Deep understanding of the GlobalConnect business strategy
- Timely decision making and reporting
Job Requirements (Education, Experience and Competencies)
Education:
- Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
- Fluent in English and language of country preferable
- ITIL certification preferable
Experience:
- Minimum of 5 years’ experience in customer service management
- Strong IT background in Telco environment
- Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and strategy development
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
- Maturity to handle ambiguity and adaptive to dynamic environment
- Strong technical and analytical skills
Other:
- Regional and international travel
- Excellent Interpersonal 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.
go to method of application »
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.
go to method of application »
Mission/Core purpose of the Job
- The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.
- Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Service Desk Monitor Support will be accountable to achieve the following objectives:
- Perform proactive monitoring of customer connectivity and network devices
- Provide general first level technical support to end users organisation-wide
- Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits.
- Provide first-level Support as per the organization’s guidelines.
- Communicate resolution of faults to request initiators.
- Update assigned tasks in a timely manner; escalate as required to management, vendors and clients.
- Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
- Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
- Implement/comply with pre-defined service desk management policies and procedures.
- Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
- Perform any other duties as assigned by the Manager, Service Desk
Job Requirements (Education, Experience and Competencies)
Experience:
- At least 3 years experiences in Telecommunications, with operational support experience
- At least 2 years experiences in fixed infrastructure and IP environment
- Experience on OTN, WDM and SDH
- Experience on Huawei transmission equipment (OSN)
- Experience on Cisco or Huawei IP equipment (NE40)
- Good reading and writing skills
- Excellent follow up and time control skills
- Ability to assess the impact of different network problems
Competencies:
- Key business soft skills including but not limited to problem solving, information processing, and analytical understanding
- Data interpretation, quality focus, continuous improvement, and reporting skills
- Strong communication skills
- Highly client driven interactions
Other:
go to method of application »
Mission/ Core purpose of the Job
- The role will be responsible for the development and implementation of the 3rd Party reporting processes and standardization for GlobalConnect, providing Service Consultants and Vendor Management with regular reporting and analysis.
- Understand 3rd Party contractual obligations, SLA and Vendor Managements requirements and participate in cross functional teams for analysis of issues.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The 3rd Party reporting and Performance will be accountable to achieve the following objectives:
- Produce monthly SLA reports intended for Vendor Management and Service Consultants. as directed and required,
- Identify, service improvement initiatives with defined and measurable KPI’s.
- Develop, enhance customer dashboards and automated reports.
- Engage with BI team to drive automation and value-added reporting for internal and external consumption.
- Coordinate with Vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables
- Report KPI achievements for Operational KPI's
- Analysis of reports and provide insights to problem management and business.
- 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 in customer reporting
- Strong IT background in Telco environment
- Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and reporting
- Strong analytical skills
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
- Maturity to handle ambiguity and adaptive to dynamic environment
- Strong technical and analytical skills
Other:
- Regional and international travel
- Excellent Interpersonal 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.
go to method of application »
Mission/ Core purpose of the Job
- Messaging support engineer will form part of an MTN GC technology operation organization team responsible for resolving or escalating Messaging applications and infrastructure issues. This candidate will provide Level 1 infrastructure support to the business performing root cause analysis and suggest improvement plans where required.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Service Desk Engineer will be the Single Point of Contacts 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 the ability to work unsupervised is essential.
- Worked across diverse cultures and geographies (advantageous) .
Competencies:
- Implementers, 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, 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)
go to method of application »
Mission/ Core purpose of the Job
- The role will be responsible for providing quality and performance reports for all core and backbone GlobalConnect services, Roaming, Signaling, Messaging, IT, IP/MPLS.
- This role will be responsible for the analytics and projections to ensure that the core is stable, within capacity and stable for customers.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Technical Operations
- Ability to collect, clean, analyse datasets and create data models to aid in the visualization of data
- Conduct detailed analysis across a broad range of data sources, producing timely and accurate reports
- Put in place process to ensure report are validated against quality standards
- Identify, analyze, and interpret trends and patterns in large datasets for effective decision making
- Liaising with key stakeholders to identify and understand their data and business requirements
- Develop interactive dashboards and analytical reports for business reporting
- Ability to perform Network Performance KPI troubleshooting and analysis
- Work with other key stakeholders to ensure service delivered meet SLA
- Ability to identify opportunities for improvements in the reporting processes
- Analyse potential impact and risks feedback to responsible business area
- Lead in the training, adoption, and usage of SOC/NOC reporting processes
Job Requirements (Education, Experience and Competencies)
Education:
- Minimum 3-year Academic Degree (Engineering/Computer Science/ Statistics)
- Fluent in English and language of country preferable
Experience:
- Minimum of 5 years’ experience
- Strong IT background in Telco environment
- Data Analysis with Power BI
- Knowledge in Python is desirable
- Knowledge in Power BI is desirable
- In-depth knowledge in Macros and VBA
- A good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in 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.
go to method of application »
Mission/ Core purpose of the Job
- The role will be responsible for providing quality and performance reports for all core and backbone GlobalConnect services, Roaming, Signaling, Messaging, IT, IP/MPLS.
- This role will be responsible for the analytics and projections to ensure that the core is stable, within capacity and stable for customers.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Technical Operations
- Provide service performance reports and analysis for the GlobalConnect internal customers:
- Measuring & collecting process data for optimizing process flows
- Using DMAIC & DMADV methodologies for reducing variation in existing processes and designing new processes
- In-depth knowledge in business process analysis and improvement techniques
- Ability to collect, clean, analyse datasets and create data models to aid in the visualization of data
- Ability to identify opportunities for improvements in GC processes
- Analyse potential impact and risks feedback to responsible business area
- Ability to find/explore workaround solutions
- Ensure service performance is up to standards
- Lead in the training, adoption, and usage of processes by SOC/NOC team
Job Requirements (Education, Experience and Competencies)
Education:
- Minimum 3-year Academic Degree (Engineering/Computer Science/ Statistics)
- Fluent in English and language of country preferable
Experience:
- Minimum of 5 years’ experience
- Strong IT background in Telco environment
- Data Analysis
- Six sigma certification is desirable
- ITSM certification desirable
- A good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in 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.
go to method of application »
Mission/ Core purpose of the Job
- The role will be responsible for the development and implementation of the customer reporting processes and standardization for GlobalConnect Customers, providing Service Consultants and Customers with regular reporting and analysis.
- Understand customer and Service Consultants requirements and participate in cross functional teams for analysis of issues.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Customer reporting analyst will be accountable to achieve the following objectives:
- Produce monthly SLA reports intended for customers and Service Consultants. as directed and required,
- Identify, service improvement initiatives with defined and measurable KPI’s.
- Develop, enhance customer dashboards and automated reports.
- Engage with BI team to drive automation and value-added reporting for internal and external consumption.
- Coordinate with Vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables
- Report KPI achievements for Operational KPI's
- Analysis of reports and provide insights to problem management and business.
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 in customer reporting
- Strong IT background in Telco environment
- Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and reporting
- Strong analytical skills
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
- Maturity to handle ambiguity and adaptive to dynamic environment
- Strong technical and analytical skills
Other:
- Regional and international travel
- Excellent Interpersonal 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.
Method of Application
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