MTN Kenya Manager: Support Jobs
MTN Kenya Manager: Support Jobs
The role will be responsible for providing technical operations support, managing a support desk which includes end user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, IP/MPLS areas.
Reporting to the Snr Manager: Technical Operations & Service Delivery, the candidate will be accountable to achieve the following objectives:
Provide 1st line support for issues/queries raised by customers:
Undertaking raised tickets and preliminary communication with end user
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
3rd party L3 support
Liaise with 3rd lines of support to resolve incidents
Escalate the resolution of issues
Obtain 3rd lines support, track progress
Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
Ensure customer service performance is up to standards
Support the deployment of new customer connectivity within project timelines
Required to, manage workloads, and prioritize work across 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
Definition of ICT strategies, plans, policies, projects and service levels.
Spearhead cross-functional engagements for service delivery improvement.
Minimum 4-year Academic Degree (Engineering /Computer Science/ Business).
Fluent in English and language of country
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.
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.
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.
How to Apply
For more information and job application details, see; MTN Kenya Manager: Support Jobs
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