Engineer - Service Operations Technology Information at MTN

JOB DESCRIPTION

Key Deliverables:

• To perform the support and maintenance function on various charging systems and applications.
• To support the charging systems to achieve the company set Key Performance Indicators (KPI – 99.999% Availability).
• Identify, resolve and monitor revenue leakage within the charging environment
• Assist systems planning to implement changes in all new & existing SO systems.
• Continuously make improvements on system health checks through automation and monitoring dashboards.
• Maintenance, implementation & Acceptance testing of all upgrades and new systems & Applications in the SO.
• Work with, and direct Vendors in supporting and implementing changes in the systems.
• Provide second line support to vas 1st line in the service management centre (SMC) on SO Systems. 
• Document all changes in system configuration.
• Create system documentation that is sufficiently detailed and up to date to ensure business continuity and prevent over-reliance on a few individuals (i.e production support, process and procedures, scripts)
• Treat all systems as mission-critical
• Ensure the maintenance of all SLA’s
• Travel to site for support duties, testing, new installations, and upgrades.
• Assist with the technical lead of all projects assigned by manager
• Ensure all area day-to-day tasks are being completed to the required level
• Communicate all faults & planned work through the correct channels
• Keep manager informed of progress of any projects on going and problems that may arise
• Administer the roll out of all software packages
• Find ways to utilize the existing network more efficiently.
• Must be able to cross bridges between various Operating Systems, Technologies & Applications
• Assist with the operational establishment and development of new MTN networks in the international arena.

Project Delivery

• Develop and drive the execution of agreed projects
• Provide input on test cases to SIT to ensure successful project deployment
• Drive the implementation, tracking, monitoring, and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Risk management

Business Analysis

• Perform Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

     Revenue Assurance and Auditing

• Monitor revenue through existing reports, working with Revenue Assurance to identify and resolve revenue leakage.
• Create new reports, enhance existing reports to promptly identify any revenue leakage.
• Collect PWC evidence as needed for PWC auditing
• Audit remediation effectiveness measured according to BRM and PwC reports

Role complexity

• The support engineer will work closely with the Service operations team and take directives from the Relevant SO line managers. 
• Influences other departments or areas within SO Operations & planning from an Engineering viewpoint
• The support Engineer must mentor other SO staff i.e graduates, to escalate the level of technical ability in the SO department
• Support Engineers lead crit sits with different departments on issues impacting charging systems
• Support engineers are brilliant in system analysis, system integration and fault finding
• Support Engineers are on par or have better understanding than their respective vendor
• Be competent in compiling & presenting management level reports at the highest & most professional level

QUALIFICATIONS

Education:

• 3-year Degree or Bachelor’s degree/Diploma in engineering, telecommunications, IT or a related field in Information Technology

Experience:

• At least 5 years’ experience in a 2G/3G GSM/Telecoms environment & Computer Systems. High level Experience in Solaris,Linux/Unix, Oracle & IP networking.
• High level experience working on Ericsson charging systems i.e SDP, OCC
• High level experience on provisioning and orchestration systems i.e IBF
• High level experience voucher management and support systems
• High level experience on Ericsson Multi Mediation i.e EMM
• High Level Experience working on other VAS type platforms, Services & Applications (e.g., charging systems, ERS360, Postillion, provisioning systems, WIG, WAP, LBS, Voicemail, IVR, IM, SMS, EMM & MMS). Experience on Portal Environment & Content Management Systems. Scripting Skills.
• Experience working in a medium to large organization