MTN Kenya Senior Manager: Technical Operations & Service Delivery

MTN Kenya Senior Manager: Technical Operations & Service Delivery


  • 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.

    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.

    Education;

  • Minimum 4 year academic degree (Engineering /Computer science/Business).

  • Fluent in English and language of country preferably.

    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 in a similar role.

  • Good knowledge of customer service management.

    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.

    How to Apply

  • For more information and job application details, see; MTN Kenya Senior Manager: Technical Operations & Service Delivery


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