Current Vacancies at MTN

Job Identification: 3602

Job Category

• MTN Level 3

Degree Level:

• Post Bachelor's

Job Schedule;

• Full time

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JOB DESCRIPTION:

• Fast moving industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

RESPONSIBILITIES:

• Create, monitor and maintain Orders spread sheet daily.
• Responsible for effective document filing
• Ensure and monitor data Integrity on all systems and databases.
• Ensure that all Order criteria is met for all departments 
• Give appropriate feedback when Orders are not validated or rejected as per the agreed on timelines.
• Ensure that Remedy and Eppix systems are updated in order to minimise client complaints and legal comebacks.
• Responsible for implementing the guidelines as set out in the contract with respect to Orders.
• Responsible for query resolution, fulfilment, activation and APN provisioning

QUALIFICATIONS;

• Minimum Grade 12
• 1 year diploma - Diploma in Commerce or related (would be an advantage) 

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JOB DESCRIPTION:
Bayobab is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The role must therefore ensure the successful delivery in context of:

• Bayobab positioning as the best connectivity provider in Africa, Europe and the Middle East
• Forefront of Bayobab Group diversification strategy 
• Operates within a highly inter-connected international telecommunication community. 
• Ability to drive initiatives in line with the Group and customer business requirements. 
• Responsibility to keep track of global trends and advancements and stay abreast of standardization work of relevant industry bodies. 
• Integrate requirements from multiple internal and external stakeholders to provide the relevant services to support business growth. 
• Bayobab decision to centralise the wholesales of global and local infrastructure assets. 
• The geographic complexity of Bayobab’s footprint across Africa, Europe and the Middle East
• Achievement of top quartile operating efficiency and effectiveness through scale and common processes
• Enhance Bayobab position as a leading network and system provider.
• Constant dynamics and local challenges in the economic, regulatory and legal environments
• Increasingly competitive and highly dynamic enterprise industries and landscape
• Continuous improvement of processes and procedures in line with changing enterprise requirements
• Aggregate and balance connectivity requirements across multiple diverse operating units 
• Varied physical IT and delivery systems (Fixed and Mobility) 
• Successful planning and deployment subject to multiple regulatory regimes across diverse jurisdictions and cultures 
• Ability to create an IT technological strategy in line with the company’s business requirements. 
• Responsibility to keep track of global technology advancements and stay abreast of standardization work of relevant industry bodies. 
• Integrate requirements from multiple internal and external stakeholders to provide the relevant bearer services to support business growth.

RESPONSIBILITIES:
The Role will be accountable to achieve the following objectives:

• Coordinating delivery aspects of the design and delivery to ensure stable, robust and scalable delivery models. 
• Ensure and monitor that processes are in place to pro-actively protect consistent service quality to meet contract expectations through acceptable controls and service procedures in line with agreed upon process and standards.
• Coordinate with the different areas of the company for the procurement, implementation and monitoring of IT Functions, especially with the Bayobab CTIO office and closely manage the delivery of products and services with strict financial controls.
• Function as part of a team of experts and virtual teams around the world that are tasked to identify strategic partners for delivery of new products and services that can be implemented across the Bayobab customer base and to monitor performance delivery on Bayobab IT assets.
• Manage overall product lifecycle for IT solutions and products.
• Interface with the wholesale solutioning team in support of large or strategic opportunities, especially in the definition of SLAs to be provided. 
• Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers
• Creating and implementing standardized processes within the business unit and improving on existing methodologies, including departmental structures and organizational improvements
• Guide technical experts and subordinate business units on the wholesale and international fixed connectivity network set-up and requirements.
• Coordinate and schedule resources for service requests, within the wholesale team and across Bayobab landscape when required.
• Be the key contact for key customers as the implementation or IT solution delivery expert and service assurance lead.
• Responsible for managing all aspects of the ServiceNow platform, including designing, customizing, and maintaining applications and workflows.
• Support in the review and management of the customer service requests to ensure all they are correctly prioritized, scheduled and moved through the system as desired.
• Set team goals in alignment with Bayobab objectives and assist direct reports in the definition and attainment of individual goals.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective and timely technical solutions to our customers.
• Responsible for the Bayobab Network security and Information security systems, solutions and compliance
• Responsibility for the IT design, implementation and operations of the Bayobab billing platforms

Role Deliverables

• Review and support the implementation of the design and operations business unit.
• Provide design and implementation strategy for Bayobab Executive
• Drive growth and maintain the quality of the services.
• International SLA set-up coordination and management.
• Tracking and monitoring of end-to-end service delivery and assurance across wholesale and fixed infrastructure service.

QUALIFICATIONS

Education:

• BA or BS degree (preferably in Engineering or Computer Science) (essential)
• ITIL Certification
• ServiceNow System Administration Certification

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JOB DESCRIPTION:

• To manage the team of Network and Platform Integration Specialists responsible for effectively vetting, scoping, planning and implementing customer solutions i.e. Bespoke solutions, Hosting, Access, MPLS, VoIP, Cloud, Security and IoT as sold through the Direct & Indirect Sales channels. 
• To ensure continuous improvement on network implementation process, quality assurance and operations that allow the network implementations team to bridge the gap between the targeted MTTIs, performance of services, products and solutions.

RESPONSIBILITIES:

Strategic Input:

• Translate and implement the Client Operations Team strategy in line with the requirements of the business.
• Give input into the areas strategy and assist in translating into near term plans
• Ensuring clarity around priorities and goals for the entire team
• Give input into the first line operational management strategy to achieve operational efficiencies

Profitable growth:

• Contribute positively to Customer Experience and NPS 
• Ensure all customer incidents are resolved expediently to reduce churn
• Ensure high value customers are provided with superior service levels 
• Take the lead in managing highly escalated cases and to resolve them by deploying the right resources

Operational Management:

• Allocate Engineers to key accounts as appropriate and ensure knowledge transfer to the remainder of the team
• Ensure that all installations errors are corrected (such as duplicate mnemonics, missing installed items, hosting console errors). Cessations are kept current. 
• Monitor and ensure that all calls allocated to the team are resolved within policy limits, with resolutions captured timeously in Remedy and fed back effectively to clients according to set time and quality parameters.
• Ensure the effective resolution of complex problems either within the team or through an escalation process.
• Plan and prioritize skills distribution to ensure sufficient engineers are available to:
• Resolve problems escalated by the support centres
• Assist account managers with post sales requests
• Effectively implement customer solutions within the stipulated internal OLAs and customers agreed timelines
• Complete all engineering work related to specialized projects and customer migrations
•  Translate and implement customer business requirements into a technical solution.
•  Maintain high standard of quality by putting in place quality assurance mechanisms
•  Ensure that client documentation is complete to facilitate handover to support areas
•  Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity 
•  Provide post-sales support and maintenance of client networks
•  Ensure all client documentation is created/updated post implementation phase.
•  Execute projects according to project schedules.
• Architectural design in LAN, WAN, multi-services (IP, VoIP, Security and MPLS). 
• Creation of business cases specifically related to new ventures and new technologies. 
• Technology investment appraisal, benchmarking, and reporting. 
• Lab-testing of new technologies and solutions in terms of conformance, performance, interoperability and manageability. 

Governance:

• Develop policies and procedures. 
• Strictly follow and ensure team compliance of relevant policies and procedures
• Ensure effective SLA strategies are in place to support the business
• Implement proper controls and processes to minimise revenue leakage
• Ensure proper project controls are in place to manage financial and operational risks across the business
• Ensure appropriate implementation of DoA
• Ensure vendor interaction is managed appropriately through RFP review
• Manage the support agreements and supplier support interfaces for area
• Keep abreast of updates relating to statutory and ICT industry issues and ensure compliance.
• Drive the development and implementation of customer centric processes

Fulfilment Management:

• Manage, monitor and report on inflow versus outflow on all new installations on a monthly basis. 
• Manage, monitor and report on all escalated technical issues.
• Manage technical resource allocations to projects
• Continuous engagement and communication to mitigate any potential conflicts that may arise
• Align all workflows to ITIL requirements 

Client Relations:

• Meet with clients as and when required to discuss high level technical problems or technical enhancements to their technical solutions.
• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
• Understand customer needs and input into the development/fine tuning of systems accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery. 
• Update client on all escalated calls on a regular basis 
• Adopt a proactive approach to prevent problems from arising in the future.

Report Management:

• Ensure integrated reporting of Operations
• Prepare Root Cause Analysis Reports for the client as and when required
• Consolidate key information and translate this into meaningful intelligence for submission to Senior Management.
• Prepare ad hoc reports on request by the GM, SMs or Heads of Department.
• Report on risks and associated remedial activities until resolution

People and Culture:

• Advocate Customer Centricity at all times
• Continuous assessment of delivery capabilities
• Lead, develop and coach the regional Enterprise Technology Services team
• Drive delivery across regional team environment 
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Develop constructive working relationship with other departments and managers including technical and commercial
• Improve the employee engagement through the GCA
• Ensure a culture of continuous evaluation and improvement within the region
• Drive a culture of high performance, accountability and consequence management

Financial Management:

• Assist in forecasting, planning and developing department budgets in line with MTN SA financial requirements
• Manage departments expenditures in line with agreed budgets
• Identify and eliminate non-contributory expenditures

Project Management:

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• 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 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• 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

QUALIFICATIONS

Minimum Requirements:

Education:

• 3-year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology) or BSc in Computer Science  (CISCO and Juniper Certification) 
• ITIL Certified
• Fluent in English

Experience: 

• Min 7 years IP and network related experience, which includes routing protocols , such as BGP , ISIS , incorporating”
• Min 3 years Management of engineers
• Min 5 years Project management experience 
• Working with UNIX based systems
• Working with Cisco technologies and products
• Working with juniper technologies
• Scripting 
• Working with ATM infrastructure 
• Working on Martis infrastructure 
• Working on metro type links
• Strong switch background 

Training:

• Leadership Development Programs
• Customer Service Training
• Technology Principles 
• Advanced network configuration and problem solving 
• WAN and LAN technologies
• Management and leadership training
• Network technologies and platforms 
• MTN Services and systems
• Labor relations
• ITIL Version 3
• CCNA , CCNP , CCSP ,  CCIE written , JNCIA , JNCIS 
• Facilitation management 

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RESPONSIBILITIES:

1. Mission/ Core purpose of the Job

• The purpose of the role is to provide a point of presence and also a well-managed service delivery and support to EBU Clients

2. Context (Global influences, environmental / industry demands, organisational mission etc.):

• Fast moving industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and     delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused
• Understanding and building customer relationships
• Rapidly changing technologies
• Highly competitive environment where customer service and experience is a key differentiator

 
3. Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's):

• Operational effectiveness
• Provide “front-end” support to all clients, delivering effective, timeous and proper management and routing of all incoming calls to the helpdesk.
• Accurately log and allocate all calls received telephonically and via e-mail into the company ticketing system, ensuring compliance to SLA parameters with strict timelines.
• Escalate calls to the Support Centre Supervisor where necessary.
• Liaise with and provide frequent feedback to clients on status of faults logged.
• Confirm that client is satisfied with fault resolution before clearing of ticket and then ensure that they are closed with full and accurate resolution descriptions in the ticketing system.
• Monitor all open tickets to ensure that they are correctly escalated and are being dealt with to adhere to   SLA terms at all times.
• Ensure that Stock Distribution is in line with customer order and within agreed SLA 
• Ensure that activations of new lines are done accurately and in line with agreed SLA 
• Updating customer details on the relevant systems

Service enhancement:

• Manage incoming client queries, ensuring customer satisfaction in a demanding environment 
• Communicate effectively with customers, colleagues and management especially in time of crisis 
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Ensure a customer-centric approach.

Customer Service:

• Quality Assurance and Quality Control of all requests by customers
• Maintain Corporate Customer Relationships by regular engagement with customers
• Ensure that all service requests are processed as per agreed SLA
• Ensure customers are kept updated and informed on progress of requests
• Collaboration with all other support teams within EBU and MTN
• Adopt a proactive approach to prevents problems from arising in the future 
• Ensure delivery on customer specific adhoc requirements
• Manage, monitor and control customer related systems, efficiencies,
• Identify customer trends / patters pertaining to customer needs and filter this information through to correct departments within EBU
• Manage customer lifecycle from on boarding to exit

Reporting 

• Report all Telco line failure faults to Telco service providers and following up on resolution.
• Report and follow up on all VAS and GPRS related calls, escalating / routing these to the appropriate service provider and following up on their resolution.
• Communicate actively and effectively to resolve any potential conflicts that may arise, sharing and providing relevant information.

Key Deliverables

Role Dependencies

• Engage in ad-hoc projects as and when expertise is required.
• Alert recurring system problems to reduce credit notes value.
• Providing training where necessary.
• Give professional advice or assist staff Ad-hoc and requests related to Business improvement 

Technical Product knowledge;

• Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible 
• Recommend ways to automate processes and procedures wherever possible 
• Knowledge sharing to improve team competency.
• Suggest concrete ways to improve productivity and to improve resource utilization 
• Establish sound relationships with staff and customers
• Recommend cost saving activities 
• Ensure that all clients feel valued and important.
• Implement cost saving activities
• Recommend creative and innovative solutions to enhance MTN SA’s Performance
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• Constantly and proactively look for ways to offer and maintain good customer relations
• Develop solid relationships with helpdesk staff, technical support helpdesks and support staff at partners / vendors / suppliers
• Continuous look for ways to streamline work flow and improve efficiency.
• Apply industry (Telco and Contact Centre Industries) best practices.
• Implement customer centric processes

4. Job Requirements (Education, Experience and Competencies):

• Head - Big Picture Focus 
• Solution Provider - Executes task in relation to tactical plans
• Problem Solver -  Learns from others and draws on past experience to solve challenges
• Quality Enabler  -  Executes on commercial practices and identifies areas of continuous improvement
• Heart – Emotionally Intelligent 
• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours 
• Caring People Employee  - Is self-aware and takes accountability own personal development to realise full potential 
• Relationship Manager  -  Champions the MTN brand
• Hands – Results Focused 
• Results Achiever  -  Delivers individual results and support team objective
• Operationally Astute - Organizes work to deliver on daily priorities and plans    

5. Authorities

• As per MTN DOA

6. Collaboration (Formal and Informal Relationships):

Responsibility towards:  

• Key customers: 
• Key suppliers: 

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Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Driving profitable Growth for MTN Business

• Develops and executes sales strategy and tactics that maximize the company opportunity within the customer environment.
• Increase solution selling by offering clients Value Added Services
• Grow monthly recurring revenue
• Achieve current year SOV and Revenue Targets
• Ensure we maximise on existing contract values
• Maintain customer base by ensuring client issues have been taken care of
• Limit churn
• Expand product offering to more customers
• Sell more value-added products into customer base
• Take business away from our competitors and reduce churn in our base
• The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
• Along with sales planning, this position is responsible for accurate sales forecasting.
• He / She must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
• He / She must be able to lead virtual teams responsible for the delivery of customer success, customer satisfaction.
• Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined ICT customers.
• Build relationships within all layers of these accounts.
• Sales planning including developing and execution of business plans, as well as tracking of milestones.

Focus on providing exceptional Client Experience:

• Ensure delivery of exceptional client experience
• Conduct regular surveys to monitor Client satisfaction
• Ensure a good customer experience at all times
• Assist and resolve billing issues
• Assist with customer call tickets
• Assist with internal departments ensuring a good overall customer experience

Ensuring a Culture of Operational excellence

• Planning and Delivery of a business plan
• Alignment of all Sales activities undertaken in the unit
• Achieve forecast accuracy
• Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
• Implement the action plans from the Sales strategy and ensuring efficiency of process in all areas
• Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
• Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments
• Implement methods, systems and procedures to enhance effectiveness and meet departmental goals

Operations and service enhancement

• Input into the Sales strategies for the implementation thereof
• Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals
• Identify and evaluate areas of improvement within the Sales department, identifying possible solutions to address deficiencies and implementing according to plan
• Ensure that all performance and key performance area standards of the function are monitored and tracked
• Ensure that all requirements are met with both customer and operational needs
• Analyse and interpret all data that interfaces directly with the division and report to the GM
• Define the development of communication objectives and plans for the Sales function that touch all point of the business
• Implement operational analysis on sales structures that support the delivery of strategy
• Implement the quality standard frameworks and ensure that high levels of quality service are maintained and that all areas operate as close to global best practice as possible

Reporting

• Identify relevant information and data for reporting purposes during departmental meetings
• Identify and interpret relevant information and data for reporting purposes
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
• Provide daily, weekly and monthly reports on all activities of the section
• Feedback on any Client issues as soon as they arise and resolve

Process and Procedure Effectiveness

• Ensure that workflow continues without interruption
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
• Ensure all documentation is filed in a manner that is easily retrieval by any member of the team and meet the organisational requirements.
• Manage all risks that could be Client affecting

Manage Sales Team

• Build and maintain team to deliver on set targets and objectives
• Enable sales through internal operations by ensuring internal stumbling blocks are removed.
• Manage human resources effectively
• Motivating and developing Account Managers, Engineers and Presales staff is key in this role.

Instilling appropriate Employee Excellence

• Achieve results by using performance management and incentives
• Create an open-door policy to ensure an efficient climate
• Treat everyone with respect and equality
• Ensure pro-activeness from employees

Project Management

• Develop and drive the execution of agreed projects
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model
• Risk management

Business Analysis

• Perform Business Analysis MTN SA 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
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.

Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.

• Responsible for the management of a team which operates in a diverse environment
• Manage the department appropriately, ensuring that managers monitor attendance/absenteeism, adherence and log in time, quality, team productivity
• Ensure that the structure is functional, optimized and fully utilized relative to available resource
• Ensure that teams are optimally sized and staffed and manage and motivate performance
• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the KPAs and KPIs to be cascaded through the department and clarify roles at various levels to match the level of expertise and results required by the business.
• Agree on performance standards
• Evaluate, assess and track performance to ensure that targets are achieved
• Coach, guide and motivate subordinates
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance
• Build employee relations and collaborative teamwork
• Ensure communication and fundamental understanding of strategy elements to all affected teams
• Have the self-insight and flexibility to adapt to different situations
• Manage boundaries that separate units in order to optimise workflow