Specialist - Automation and Monitoring Infrastructure Management.Technology Information at MTN

Job Description

Automation and Monitoring Planning, Design and Development

• Produce plans and actions to automate tasks, interface these to back-end systems using internal APIs and/or other forms of dedicated scripting languages, to reduce cost; increase speed, accuracy, and consistency; improved quality and performance scalability
• Develop, implement, support, and optimize automation and monitoring dashboards for IT Operations and Testing Services to ensure an effective and stable support of the Digital Services, VAS, EOM, IT Helpdesk and MTN Group Services.
• Responsible to develop and implement complex infrastructure and application automation environments for overall End to End Automation and Dashboards Monitoring
• Apply extensive technical expertise to develop and implement automated infrastructural/applications workflows and system integrations
• Collaborate and discuss Automation requirements with other teams, propose and implement solutions for overall E2E Automation, based on new features, services, products, and environments
• Accountable to Analyse and troubleshoot automation issues
• Support automation proof of concepts to deliver and promote automation within IT Command Centre

Infrastructure Implementation

•  Implement aomation and monitoring through RPA/Chatbot and PRTG/App Dynamics in the IT Command Centre.
•  Perform the support and Maintenance function on Digital Services, VAS, EOM, IS Helpdesk and MTN Group Services.
•  Implement, maintain and support ITSM, Project Management and other business tools within the IT Command Centre.
•  Support the Service Operation and Digital Services systems to achieve MTN's set Key Performance Indicators (KPI – 99.999% Availability).
•  Be involved in systems performance improvement planning and to implementation through KTLO, CAB and other processes.
•  Participate in the Oxygen, Accelerate Technology Efficiency and other capital projects.
•  Provide support to improve and optimize customer experience services provided by Customer Service and Operations (CSO), CBU, EBU, TES and BRC.
•  Document system configuration processes, configuration changes and the layout of the CMDB.
•  Identify Configuration Items (CI's) to be added to the CMDB.
•  Participate in the building, support and optimization of the video wall.
•  Train (on-the-job training), mentor and coach team members in line with busines and departmental key performance areas (KPA’s), including progress monitoring.
•  Provide technical advice in all departmental and inter-departmental projects.
•  Ensure all area day-to-day tasks are being completed to the required level.
•  Ensure SLA's, OLA's and Underpinning Contracts are achieved and maintained.
•  Document all processes and procedures in line with Business Governance, Risk and Compliance.
•  Communicate all incidents, system changes and planned work to all stakeholders and other interested parties based on the necessary RACI chart.
•  Keep line of reporting informed of progress in all projects, including any problems and challenges that may arise.
•  Integration between DB's, different OS's, other Technologies and Applications.

Robotic Automation Process (RPA) and Artificial Intelligence (AI

•  Produce a list of actions to automate tasks and interfaces to the back-end systems using internal applications programming interfaces (APIs).
•  Use RPA/Chatbot automation activities to alleviate the current manual tasks to reduce user/customer complaints to the IT Command Centre and End User Services technicians, resulting in considerable amount of cost saving
•  Analyse and apply subjective judgement to all ITSM processes to identify an ideal starting point for robotic automation
•  Apply voice recognition and digital dictation software to improve business processes without manual intervention
•  Apply Specialised Remote Infrastructure Management software for automated investigation and resolution of problems, using artificial intelligence for first line IT support and first call resolution
•  Use Chatbots and other relevant software solutions to service customer requests for information and problem solutions.
•  Apply presentation layer automation software to reduce human labour and interventions
•  Implement IVR systems that incorporate intelligent interaction with IT services users/customers

Contract Management

• Assist Commercial and Procurement with Technical Consultation in contract negotiations with Vendors and other services suppliers
• Provide Technical content for RFI’s, RFP’s and RFQ’s
• Assist Commercial and Procurement with the Technical evaluation of RFI’s, RFP’s and RFQ’s

Vendor Management

• Maintain vendor interaction for automation and monitoring platforms, designs, and technologies
• Manage dependencies and expectations between multi sourcing vendors
• Maintain the relevant MTN SA vendor relations
• Ensure that vendors provide the maximum value at a minimum cost to MTN SA

Capacity Management

• Plan and Maintain capacity through automation and monitoring on ITSM building blocks
• Apply automation to free up capacity (over allocated environment or unused environments)
• Apply automation to reduce Software Licensing requirements (Server virtualisation, Core reduction on Enterprise Platforms etc.)
• Manage capacity based on organic growth and project related requirements informed by automation requirements

Demand Management

• Execute on the agreed ITSM Services - IT Planning, Design, Implementation and Support of Business Plans within the constraints of approved Budgets (owned)
• Manage demand for unplanned optimization requirements
• Assist other departments with Automation Requirements (non-owned) by providing technical input into Test Cases, obtaining Quotes (in conjunction with Procurement) and assisting with the procurement of the Resources, Services and/or Software Licensing
• Action day to day requests for Automation and Monitoring services raised by our stakeholders

Minimum Job Requirements

Education:

•  Minimum 3-year bachelor's degree or diploma in Computer Science, Information Systems, or equivalent qualification is essential
•  ITIL Certification
•  Fluency in English

Experience:

Minimum 5 years relevant work experience including the following:

•  High technical expertise in end-to-end IT Infrastructure/Applications Automation, Monitoring and Support, including APIs, APNs and Orchestration
•  High technical expertise in software engineering / development
•  Proven experience in an interpreted high-level general-purpose programming language and DevOps, knowledge, and application of CICD and Agile software development shall be an added advantage
•  High technical knowledge in infrastructure and Application automation, monitoring, and support
•  Experience working in a large multinational organization