Senior Specialist - Operational Readiness ICT Center of Excellence at MTN

Responsibilities
Strategy Enablement

• Support the execution of Customer Success and Tech Operations strategies by ensuring the smooth operation of IT services and the effective adoption of new technologies within Converged Solutions.
• Align incident and problem management processes with the organisation's broader objectives, ensuring they contribute to overall business goals and long-term customer satisfaction.
• Act as a strategic partner by providing insights and recommendations on how IT services can better enable business transformation, operational efficiencies, and enhanced customer experiences.
• Operational Delivery
• Lead and manage the response to IT incidents, ensuring swift resolution to minimize service disruptions and downtime.
• Implement and enforce a structured incident management process, ensuring all incidents are logged, categorized, prioritized, and resolved within agreed service levels (SLAs).
• Coordinate with cross-functional teams to expedite incident resolution and maintain communication with all relevant stakeholders
• throughout the incident lifecycle.
• Identify and analyze recurring problems and root causes that could lead to future incidents.
• Develop and implement problem-solving initiatives to reduce incident frequency and eliminate root causes.
• Maintain a problem management database to track the lifecycle of recurring issues and resolutions, sharing lessons learned to prevent similar occurrences.
• Drive the integration and adoption of emerging technologies that streamline operations and reduce manual processes within IT services and support.
• Work closely with technology partners and vendors to ensure successful rollouts and updates of IT solutions.
• Educate and train end-users and internal teams on new technologies, ensuring smooth transitions and optimized usage.
• Provide a robust support function to OpCos by resolving IT-related issues efficiently and ensuring minimal impact on business operations.
• Work closely with service desk function that acts as a point of contact for troubleshooting issues across Converged Solutions.
• Ensure customer-centric service delivery, with a focus on improving the overall experience for internal users and external customers.
• Participate in effective interlock processes and ways of work regarding solution development and commercialisation with solution/ product domains and other core teams.

Service Reporting and Performance Monitoring

• Develop and maintain service level reporting, providing insights into the performance of incident and problem management processes.
• Ensure that service level agreements (SLAs) are met and exceeded by tracking key metrics such as response times, resolution times,
• and customer satisfaction.
• Provide management with regular reports and dashboards highlighting performance trends, incident volumes, problem resolutions, and areas of improvement.

Governance, Policies, Procedures

• Identify potential risks related to service disruptions and implement preventive measures to mitigate those risks.
• Ensure compliance with internal governance and external regulations, particularly around IT service continuity, data privacy, and security protocols.
• Conduct regular risk assessments and audits of IT services and related processes, making recommendations for improvements to enhance service resilience and security.
• Facilitate collaboration between internal teams and partners to drive joint initiatives and resolve issues.
• Participate in governance forums and required and ensure solutions developed comply with the Tech Operations standards defined.
• Identify, propose and implement technology and digital enablers to improve standards and compliance. Work in alignment with Group standards, practices, policies and principles.
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.
• Where required, set up and participate in operational and tactical meetings.
• Continuous Improvement
• Stay updated with the latest trends and developments in IT service management, ensuring the organization is prepared to adopt innovative practices and technologies.
• Drive best practice, continuous improvement and innovation at process and procedure level within area (e.g. technology, processes
• etc.)
• Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated
• Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
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Qualifications

• 3-year tertiary qualification/ degree
• (Commercial/ Technical) in related field
• Relevant certification/ additional requirements advantageous
• At least 5 years related experience in in IT service management, with a strong focus on incident and problem management.
• Proven ability to manage large-scale IT incidents, minimize downtime, and resolve recurring issues to prevent future incidents within a telecommunications or technologydriven environment.
• Experience working in cross-functional teams, coordinating between IT, operations, and other business units
• Experience in managing end-user support functions with a strong focus on customer success
• Worked across diverse cultures and geographies advantageous.