Engineer - Assurance - High Level. Technology Information at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job

• The position exists to ensure effective management of all major technical projects.  These include complex and very large client installations; assist with core network deployments, infrastructure deployment, product development, systems development and special client projects etc.
• It also exists to ensure anticipation on the design, development and capacity management of the company core network and ensures that technical infrastructure can support the products sold and offered
• Context: (Global influences, environmental / industry demands, organisational mission, etc.)
• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

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

Task Complexity:                            

Operational effectiveness

• Provide post-sales support and maintenance of key client networks, with the help of Customer Implementation team(CIT)
• Provide effective network support (Technical ) and put forward recommendations regarding the client network,
• Participate in core network functions where they have an indirect impact on existing client services, and assist in network failures
• Managing network failures, on  customer level
• Take action to prevent the recurrence of problems.
• Provide input for Service Level reporting on core and customer.
• Ensure that resolved problems are communicated to the relevant account management team at all times ( including Account Managers)

Customer relations

• Update clients on regular basis, on technologies, and network. (fixed of once every 6 weeks meetings)
• Understand customer business and technology needs and input into the development of solutions
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer and provide advice on the best approach to reach the best results
• Attend Service Level Review meetings with clients when required.
• Adopt a proactive approach to prevent problems from arising in the future.
• Maintain relations with the technical managers, decision influencers of the clients business.

General

• Deal with problem situations that arise timeously and efficiently, displaying effective time management and time allocation according to project deadline.
• Be a quality check to Identify and prepare relevant information and data for internal reporting (to the business) and external reporting (to the client)
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Contribute towards continuous improvement and innovation at process and procedure level, providing input and recommendations into ways of fine tuning systems and processes in line with changing work practices, and operational effectiveness

Supervisory / Leadership / Managerial Complexity:

• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information.
• Develop supportive relationships and encourage a team spirit.
• Enforce a customer-centric approach.
• Pro-actively involve engineers on all allocated accounts
• Ensure effective cross-functional team work in order to optimise workflow
   

QUALIFICATIONS
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:                                                                          

• Matric plus BSc in Computer Science
• Relevant technical qualification
• CCIE Written advantageous
• Juniper certification advantageous

Experience:

• Minimum 4 years experience in ISP working environment, which should encompass:
• Network related experience, which includes routing protocols, such as BGP, ISIS, etc
• Project management exposure
• working within Enterprise arena , as a provider
• UNIX based systems
• Cisco and Cisco technologies and products
• Juniper and Juniper technologies
• VOIP includes ACME, Broadsoft, SIP, ATA, Audiocodes, Quintum
• Scripting
• Working with ATM infrastructure
• Working on Martis infrastructure
• Worked on metro type links
• Strong switching  background
• Fibre infrastructure and technologies
• Network Transmission exposure beneficial
• GSM exposure ( GGSN/SGSN)
• Very strong routing and switching skills essential coupled with either one of very strong VOIP or Security skills essential
• Security includes Cisco PIX/ASA, Juniper SRX

Training:

• CCNP / CCIP / CCVP /CCSP qualification
• JNCIA/JNCIP advantageous
• Facilitation management 
• Leadership awareness