Manager - CS Operations Infrastructure.MTN Converged Solutions at MTN

Job Description

• To lead the CS Operations Infrastructure by managing the TCOE Service
• Operations Centre, ensuring robust infrastructure planning, performance optimization, and alignment of technology with business needs to deliver worldclass service standards.
• Infrastructure Planning and Optimization: Integrate benchmarks, trends, and tools into infrastructure planning to enhance service quality and ensure alignment with business requirements.
• Performance Tracking and Reporting: Develop frameworks for monitoring infrastructure performance against service levels, addressing performance issues, and driving continuous improvement.
• Incident Management: Establish effective incident management processes to maintain service levels, focusing on quick resolution and minimal impact on operations.
• Technology Alignment: Provide strategic input on infrastructure upgrades and technology changes to support business objectives.
• Documentation and Continuity: Ensure all infrastructure-related documentation is detailed, up-to-date, and supports operational continuity.
• Continuous Improvement: Drive a culture of continuous improvement in infrastructure management, ensuring the team adapts to new technologies and best practices.

Responsibilities

Operational Excellence

• Accountable for the management of TCOE Service Operations Centre.
• Manages the Service Management Officers, developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
• Manage the development of framework for managing, tracking, and reporting on Team performance against agreed service levels.
• Engage with process owners responsible for analysing problems and define solutions which will align with all global processes.
• Ensure the correct incident management processes are defined to cater for customer service levels to be maintained.
• Ensure the correct benchmarks, technological trends and tools are incorporated into infrastructure planning to provide a world class service standard.
• Required to input on technology changes to ensure alignment with business requirements.
• Ensure end-to-end performance and track/report on performance problems and improvements.
• Develop and continuously improve effective troubleshooting procedures and practices.
• Ensure that team keeps all documentation sufficiently detailed and up to date to ensure business continuity.
• Drive a continuously improving environment

Vendor Management

• Assess assurance risk and provide recommendations for vendor management
• Define, review and improve vendor related processes

Communication and co-ordination

• Develop and grow long term relationships with key vendors, MTN Business and Wholesale stakeholders as well as the Digital team
• Interface with other areas of the MTN Business for effective customer support
• Escalate risks and issues to the senior management within the technology function

Financial Management

• Participates in the annual budget process for expenses, personnel, and training and works with SM Officers to facilitate adherence and compliance with established policy and procedure
• Supervisory / Leadership / Managerial Complexity
• Achieve objectives through promoting interaction, cohesion, and synergy (teamwork)
• Recruit, develop and retain people with outstanding skills, qualifications, and potential
• Define the departmental KPAs and KPIs
• Performance management and identification of training needs
• Employee relations and collaborative teamwork
• Manage Employment Equity and diversity
• Coaching and guidance of subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively
• Living the MTN Brand – changing and influence employee’s behavior

Qualifications

Education

• 3-year tertiary qualification/ degree (Commercial/ Technical) in related field
• Relevant certification/ additional requirements advantageous

Experience

• Minimum of 5 years’ experience in incident and problem management
• Prior professional services / consulting background
• Worked across diverse cultures and geographies advantageous
• Experience in global/multinational enterprise, coupled with working in emerging markets
• Proven track record of business improvement and strategy development

Skills

• Security and Vulnerability management
• Disaster recovery & business continuity
• Server Operating Systems, DNS, DHCP, IPAM
• TACACS+ and access control
• UCC, Cloud, Security IoT, and Network Planning

Apply Before 02/28/2026