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.

    Key responsibilities

  • Reporting to the Snr Manager: Technical Operations & Service Delivery, the candidate will be accountable to achieve the following objectives:

    Technical Operations

    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

    In addition

  • 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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