Hot New Openings at MTN

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

The Roaming Operations Manager will be accountable to achieve the following core KPA’s:

• Develop & maintain the Roaming Hub Strategy with a 3–5 years technology roadmap
• Business & Stakeholder request fulfilment with automated flows for fast provisioning and quick trigger of revenue.
• Proactivity in picking up issues, recommending improvements and performing necessary optimisations to improve on customer experience and avoid churns.
• Provide higher technical support to Global NOC and OPCO operations teams for roaming related issues.
• Oversee and facilitate Incident, change, maintenance, problem management within the roaming hub.
• Regular weekly, monthly, and addoc reporting on all assigned areas
• Vendors: Ensure management and accountability of outsourced processes and engagement with vendors
• SLA & OLA management and ensure alignment with contractual obligations.

Responsibilities:

• The Roaming Operations Manager’s responsibilities in this position are to:
• iCAMPAIGN management (VPMN & campaign management)
• GTP management (IMSI mapping, CoS Management, Gateway configurations, session management, global system parameter tuning)
• VPMN management (Feature activations, VLR addition/modification, GT mapping, hostname management.)
• Steering Management (CoS management, Location detail configuration/updates, VPMN steering configuration, release code modifications & prioritisation, node management, subscriber/device management)
• Border Gateway (Location detail configuration/updates, VLR addition/deletion/modification.)
• Platform management (disk space management, database management, software management)
• Security Management (vulnerability management)
• People and performance management.

QUALIFICATIONS

Job Requirements (Education, Experience and Competencies)

Education:

• Bachelor’s degree in Engineering, IT, and/or Telecommunications
• Formal leadership certification training (preferred)
• English: verbal and written proficiency
• French: Advantage

Experience:

• 8 years’ experience in managing endtoend roaming testing
• Minimum of 5 years’ experience leading roaming testing teams 
• Experience with Quality of Services (QoS) and commercial launch processes
• Experience with SS7 and GPRS tracing, as well as GRX & IPX providers
• Experience with the technical troubleshooting of International Roaming; in a hub advantageous
• Experience with IR.21 creation, updates, distribution, and management in GSMA’s RAEX 
• 5 + years’ experience in the leadership and development of teams
• Experienced in creating and conducting presentations in English.
• Experienced presenting to senior management and OpCo leadership.

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RESPONSIBILITIES

• The Consultant: Finance Business Partner role is responsible to achieve the following objectives:

Strategy Implementation

• Assist Senior Manager in the formulation of strategy, budget and planning activities for the business unit whilst ensuring alignment with Group.
• Apply standard methodology and valuation techniques to determine business case and investment opportunities.

Financial Analysis and Business Evaluation

• Provide analysis and develop insights to business unit on cost leadership initiatives including resource allocations, within the business vertical.
• Deliver comprehensive financial analysis, guidance, and financial support to the business.
• Demonstrate a proactive approach by closely monitoring business performance, conducting in-depth analyses, and providing valuable insights to inform critical decision-making processes.
• Monitor and analyse business risk evaluation and mitigation measures, in conjunction with the risk and compliance function.
• Provide financial evaluation on various proposals for investments, capex and opex items. Assess anticipated risk and returns to evaluate viability and profitability.
• Provide bid calculation tools and verify alignment with forecasts.

Operational Delivery

• Assist in developing performance measures and KPIs at various levels of the business (operations, products & markets, revenue, margins, profitability etc.).
• Develop new / existing product commercial and financial feasibility assessments to arrive at go-no-go decisions and investment potential.
• Generate ad-hoc analysis to develop revenue, margins and frame contracts.
• Assist in product pricing, tariffs, channel evaluations.
• Develop and report on actual product performance.
• Apply proprietary models to evaluate ATB and BTL related expenditures.
• Lead transformational projects for business units, specifically focusing on finance systems enhancement and evolution. 
• Align with FP&A function on performance management methodology, process and protocols.
• Conduct scenario analysis and modelling to arrive at realistic and planned targets for achievement.
• Identify appropriate sources and channels to derive performance-related data.

Continuous Improvement  

• Drive innovation and optimization initiatives within finance systems, implementing changes that enhance data accuracy, reliability, and overall system efficacy.
• Analyse potential issues and risks to enable early resolution and course corrections.

Performance Monitoring and Reporting

• Monitor and report on progress of budget, plans and forecasts for the business unit.
• Assist in developing performance measures and KPIs at various levels of the business (operations, products & markets, revenue, margins, profitability etc.).
• Monitor performance parameters by applying standard sources for measurement, to evaluate ongoing success of such decisions.
• Monitor, perform deep-dive root cause assessments to improve financial performance.
• Develop and report on actual operating expenditure performance against the budget and forecast to ensure monthly budget tracking and reporting.

Key Deliverables

• Division performance and budget achievement.
• Analysis and evaluations for business feedback.
• Business case vs. benefits analysis.
• Investment returns analysis.
• SLAs on analytical insights.
• Risk and compliance monitoring and reporting.
• Innovation and financial system optimisation.

Role Dependencies

• Understanding of business strategy.
• Business Finance objectives.
• Finance operations and practices.
• Business Unit Management.

QUALIFICATIONS

Education:

• Minimum 4-year degree in Finance.
• CA (SA) / ACMA (CIMA) preferred.

Experience:

• Minimum 3 – 5 years’ professional experience.
• Experience in financial planning and analysis, P&L, Operational and Cost Management experience.
• Experience using financial systems and various modules.
• Proven success in delivery of high-quality analytics.
• Experience in working with various stakeholders.
• Experience in working under pressure and delivering under tight deadlines.

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Key Performance Areas

The Engineer - Billing will be accountable to achieve the following objectives:

• Responsible for the implementation/upgrades, maintenance and support of the billing mediation platforms and its related processes to achieve billing operations continuity.
• Ensure accurate input to billing and timely Resolution of Customer billing disputes, queries and inquires.
• Developing and implementing scripts and tools that will support and expand billing functionality.
• Application security, incident/problem management and correction, monitoring and investigation of call data records, generating ad-hoc and regular reports based on billing data and structure.
• Responsible for application upgrades, Mediation flows and processes maintenance, configuration, integration to upstream and downstream systems and Error bucket management.
• Technical user requirement gathering including billing, service provisioning, route and mediation requirements.
• Integration tests for new services and testing new deliveries or upgrades to the platform.
• Observation and change management after implementation of services on production.
• Configure mediation flows and define major data processing steps.
• Development and maintenance of technical documents including Standard operating procedures and troubleshooting guides. 
• Derivation of trends in performance from statistics as well as from customer complaints to provide long term solutions to problems identified.
• Actively collaborate with other Business functions to understand their pain areas and come up with improvement plan.
• Interface with the wholesale solutioning team in support of large or strategic opportunities, especially in the definition of SLAs to be provided.

Role Deliverables

• Review and support the implementation of the design and operations business unit
• Ensure optimization of the assigned billing mediation to meet IT KPIs and customer expectations.
• Attain CDR success rate and billing service availability KPIs 
• Support the delivery of invoicing as per agreed SLA.
• Closure of audit items and attainment security and compliance KPIs
• Tracking and monitoring of end-to-end service delivery and assurance across wholesale billing Mediation platforms.

Role Dependencies

• IT delivery, design and operational functions
• Inputs for strategy reports

Job Requirements 

Education:

• BA or BSc degree (preferably in Engineering or Computer Science) 
• ITIL Certification

Experience:

• 3+ years in relevant experience in Billing Mediation and associated processes

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Key Performance Areas

The Engineer - Billing will be accountable to achieve the following objectives:

• Responsible for the implementation/upgrades, maintenance and support of the billing platforms and its related processes to achieve billing operations continuity.
• Ensure accurate billing and timely delivery of bills to Customers including timely Resolution of Customer billing disputes, queries and inquires.
• Support the update and management of Customer billing profiles on the billing system.
• Developing and implementing scripts and tools that will support and expand billing functionality.
• Application security, incident/problem management and correction, monitoring and investigation of call data records, generating ad-hoc and regular reports based on billing data and structure.
• Providing technical leadership for application upgrades, maintenance, Products, tariff configuration and Resource lifecycle management.
• Technical user requirement gathering including billing, service provisioning, route and mediation requirements.
• Integration tests for new services and upgrades on test platform.
• Observation and change management after implementation of services on production.
• Provide support for the Mediation flows configuration and definition of major data processing steps.
• Development of technical documents including Standard operating procedures, troubleshooting guides
• Derivation of trends in performance from statistics as well as from customer complaints to provide long term solutions to problems identified.
• Actively collaborate with other Business functions to understand their pain areas and come up with improvement plan.
• 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

Role Deliverables

• Review and support the implementation of the design and operations business unit
• Ensure optimization of the assigned billing applications to meet IT KPIs and customer expectations.
• Attain success rate and billing service availability KPIs 
• Support the delivery of invoicing as per agreed SLA.
• Closure of audit items and attainment security and compliance KPIs
• Tracking and monitoring of end-to-end service delivery and assurance across wholesale billing platforms.

Role Dependencies

• IT delivery, design and operational functions
• Inputs for strategy reports

Job Requirements 

Education:

• BA or BSc degree (preferably in Engineering or Computer Science)
• ITIL Certification

Experience:

• 3+ years in relevant experience in Billing and associated processes

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RESPONSIBILITIES

Key Deliverables

• The HR Consultant will be accountable to achieve the following objectives:
• Governance
• Strategic Meetings
• Provide input in strategic meetings when required
• Provide inputs into the business / function unit transformation initiatives when required
• Provide inputs into the risk mitigation and controls
• Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs)
• Provide input into the preparation of proposal on change initiatives SLA, policies and procedures
• Escalations
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Function Tactical
• Provide input into business / functional unit projects initiated
• Identify and document key risks, issues and dependencies and set mitigation actions

Prepare documentation required for sign-off / making decisions regarding tactical changes

Performance

• Ensure execution in alignment with divisional strategy
• Provide input into SLA approval and exception performance review

Reporting

• Report on a periodic basis to reporting manager relating to progress made within business / function unit and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary

Operational Delivery

Organization Design

• Evaluate and generate business-specific insights to advise business / function unit on organization design solutions and practices that are result oriented
• Assist in localizing and implementing the functional organizational architecture operating model, strategy, objectives and budgets in conjunction with HR COE team
• Maintain and update the organization structure, headcount sizing, job profiling and transition plans in line with the operating model, strategy, objectives and budgets for business / functional unit
• Provide inputs for the development of business / functional unit Competency framework in conjunction with Organization Design team
• Analyse and prepare headcount and FTE sizing proposal for HR COE functions (aligned with the budgets)
• Develop job profiles relevant to the positions in the business / function unit, along with the business / functional leaders, in line with the OD and Rewards Policies. Ensure appropriate protocols and approvals are obtained prior to rollout.
• Ensure timely communication of new/revised job profiles to HR teams for operational implementation
• Responsible to ensure co-ordination of job/position evaluation for business / function units
• Periodically review, analyse and report on OD and People data for the HR COE’s to ensure compliance to the OD standards and policies.
• Prepare, present and report on key organization design metrics such as span of control, organization layers, headcount and critical position vacancies for the business / functional units in line with the practices defined by the HR COE Team

Workforce Planning and Analytics

• Assist in the development, monitoring and reporting of Functional HR budgets relating to headcount and cost for the Business Unit.
• Assist in the development and presentation of strategic and operational workforce plans for the Business Unit, in line with the methodology and framework defined by the Global Organization Strategy and Performance vertical
• Prepare key Business Unit workforce metrics (headcount, HR budget and cost, talent and organization metrics etc.) based on data/inputs received from the HR COE, to the respective Business Leaders on a timely and accurate basis.

Analyse, prepare and circulate workforce related analytics and insights specific to business / functional units

• Provide inputs to optimize allocation of resources, ensuring that resources are sufficient, and that duplication of resources occurs is minimised
• Assist in preparing key highlights of business objectives/plans and workforce related plans to report on a timely basis to the HR COE teams.
• Performance Management
• Assist with the appropriate research, inputs, insights and leading practices relating to business-specific people performance metrics and KPIs
• Ensure implementation and adherence to the performance management framework and methodology within the Business Units
• Educate and communicate with line managers in the business / functional units on the various performance management responsibilities, processes, policies, people management practices
• Execute the implementation of performance programs and initiatives for business / functional units
• Assist in the cascade and socialisation of approved functional KPIs and targets for business / functional units
• Monitor and report on process compliance of the business / functional units to key performance schedule of activities and timelines
• Assist in the effective execution of goal setting, moderation and calibration processes for the business / functional units
• Participate and ensure appropriate closure of action relating to ad-hoc performance interventions such as facilitating individual development plans, management of performance improvement candidates, resolution/escalation of performance related conflicts, technical systemic constraints etc. and so on.
• Proactively coordinate with the HR / Business Performance teams to obtain reports and undertake necessary actions based on the performance metrics results

Talent Management

• Proactively analyse and derive insights to assist the Senior Manager in developing top talent management, strategic hiring and retention strategies
• Assist in developing strategic talent sourcing strategies which align with the workforce needs of the business / functional units, in conjunction with the HR COE and wider HRBP network
• Support the implementation of buy, build and bind strategy for business / functional unit with the sourcing strategy
• Develop and manage a sound sourcing channel plan for various levels / skills of the functions, in line with the business / function unit workforce plan
• Support the Senior Manager in management of top/critical skills management strategies for the business / functional units
• Provide insights and feedback to HR functions and BU leaders to enable strategic interventions for retention, motivation, development and career management

QUALIFICATIONS

Education

• Minimum of 3 year tertiary degree / diploma (Human Resource/ Behavioural Sciences/ Business Studies / Management and/or Equivalent)
• Relevant certification / accreditation / membership with professional bodies in the area of organization design, business performance & productivity etc. (advantageous)

Work Experience

• Minimum of 5 years’ experience in working in the HR domain in telecommunication environment with specific focus on OD, performance management, talent management and workforce planning
• Demonstrated experience partnering with clients on solving business/operational issues through the application of progressive people systems (Human Resources) practices.
• Project management experience
• Worked across diverse cultures and geographies
• Experience working in a medium to large organization

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Key Performance Areas

Implementation Engineering

• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if  required
• 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 if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer Relations

• 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.
• Update client on all escalated calls on a regular basis
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Adopt a proactive approach to prevent problems from arising in the future.
• Ensure all queries are attended to and resolved within agreed SLA’s.
• Ensure that client specifications are met and that the client is satisfied with the end service
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

Service enhancement 

• Put feedback systems in place to improve and adapt services to changing demands Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data Get first-hand client information and use it for improvements in customer services and support

QUALIFICATIONS

Education:

• Matric or equivalent
• 3 year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology) or related
• CCIP/CCNP working towards CCIE certification
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree advantageous

Experience:

• Minimum 5 years ISP experience in similar role
• Minimum 5 years CISCO or JUNIPER experience
• Minimum 3 years customer facing experience
• VOIP experience advantageous
• Security experience advantageous

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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 endtoend 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.
• Support incident and problem management reporting (KPIs and customer SLAs)
• Assist the incident and problem management process owners within OpCos in: Driving service management bestpractice and process standardisation.
• Implementing consistent endtoend application of the incident and problem management process across the business
• Identifying and planning for incident and problem management process improvement projects
• driving crossaccount process standardisation
• Drive implementation of standard execution of the incident and problem management process
• Responsible for the complete process adherence and handling of incidents and problems according to SLAs
• Responsible for acting as an escalation point to expedite incident and problem resolution.

Vendor Management

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

Communication and coordination

• 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

Education

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering or related field

Relevant

• ITIL V3)
• certification/accreditation (e.g.,
• Fluent in language of country with basic command of English
• English, French and Arabic (as advantage)

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