Mobile Support Specialist at Old Mutual South Africa

Lead the implementation of tactical mobile device management strategies within the organization.

• Ensure the mobility infrastructure is available at all times with fit-for-purpose capacity available with the assistance from service providers of choice based on agreed Service Level Agreements.
• Ensure that any changes made within the mobility infrastructure are embedded through the organizations change management methodology.
• Implement, update and maintain the Installation, Move, Add, Change, and Disposal (IMACD) management, problem and incident management methodology within Mobility.
• Monitor and ensure service providers adhere to their contractual obligations.
• Provide monthly capacity reports as agreed with service providers to ensure that capacity constraints are avoided and risk is mitigated.
• Implement and maintain hardware standards for mobility devices (Mobile Phones and Tablets).
• Perform mobile device configuration, maintenance, and installation, troubleshooting and process optimization to support the enterprise when required.
• Manage any procurement of mobile devices and accessories as per the procurement process and standards.
• Manage all mobile devices and paperwork related to Mobile Service Providers as per process that is aligned to handling of user mobiles and their data within the IT security requirements.
• Manage all devices on the network through a Mobile Device Management (MDM) console; including all the settings and compliance rules applied and the maintenance of the tool to ensure all mobile devices are compliant within the IT Security requirements.

Manage projects related to mobility device initiatives.

• Manage project execution and ensure adherence to budget schedule and scope as it relates to the mobile device environment.
• Develop and/or update project plans, including information such as project objectives, technology, system’s information and specifications.
• Monitor and track project milestones and deliverables.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Manage service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and development teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Ensure cost efficiency through financial and corporate governance

• Contribute to the development and implementation of fit for purpose budgets.
• Manage supplier relationships, and budgets associated with projects.

Manage quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the business and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas
   

Job Requirements

• Information Technology related qualification. An Information Technology related Bachelor’s degree would be advantageous
• ITIL V3 Foundation

• Microsoft Intune understanding/Enterprise Mobility Management (can be any other MDM on the market – they all function the same)
• Must understand Mobile Networks – GSM

• Should be able to differentiate between GPRS, EDGE, UMTS, HSPA+, LTE4a, LTE, 5G frequencies
• Should understand how the network tower works, the cause of call drops, dip in networks, how to test mobile network speeds

• Must have a good understanding about mobile contracts both data and voice
• Should have some analytic skills set, for continuous improvement of solutions (projects)
• Must have a good project management skill set. Work well under pressure.
• Should be skilled in all mobile technologies, Android, IOS and Windows 10 mobile
• Should have a clear understanding of the RICA ACT and compliance thereof.
• Excellent service management skills
• Cost conscious
• Problem solver
• Good negotiation skills
   

Additional Details

Competency Descriptors

• Customer : Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration : Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Leading with Influence : Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
• Innovation : Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
• Personal Mastery : Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing : Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.