Hot Vacant Posts at MTN

RESPONSIBILITIES

The The Senior Manager SOD Identity and Access Governance will have the following responsibilities:

Centre of Excellence (CoE) Establishment and Development:

• Establish and develop a Centre of Excellence for SoD/IAG, encompassing people, processes, and technology landscape.
• Lead, appoint, and manage the CoE team.
• Define the strategic vision, objectives, and roadmap for the CoE, aligned with organisational goals.
• Engage and coordinate operational structures/processes with the OPCOs.
• Foster a culture of continuous improvement and innovation within the CoE
• Manage general day-to-day team and operations.

Policy and Standards Alignment:

• Ensure alignment of SoD/ IAG processes, policies, and standards with industry good practices, regulations, and frameworks
• Develop and maintain a comprehensive SoD/IAG policies and standards framework.
• Regularly review and update policies to address emerging security risks and changing business needs.

Segregation of Duties (SoD) Management:

• Construct and implement SoD Application Standards to ensure proper access controls and separation of duties.
• Conduct risk analysis for SoD, identifying areas of vulnerability and driving the implementation of appropriate mitigation measures with the OPCOs.
• Facilitate self-assessments of SoD compliance within different departments or OPCOs and business units.
• Monitor and track SoD non-compliance and ensure timely remediation.

Technology Implementation and Management:

• Evaluate, select, and implement SoD/IAG technologies and tools that align with organisational requirements.
• Oversee the integration and utilization of SoD/IAG technologies, such as identity management and access control systems.
• Ensure the proper configuration, integration, maintenance, and monitoring of SoD/ IAG tools and systems.
• Present and obtain approvals from appropriate internal governance forums, including Architecture, Risk and Compliance, Security, and Technology functions.

Communication and Training:

• Develop and implement communication strategies to promote awareness and understanding of SoD/IAG across the organisation.
• Facilitate effective communication channels for reporting, escalation, and resolution of SoD/IAG-related issues.
• Conduct training programs and awareness sessions to educate employees on SoD/IAG policies, procedures, and best practices.

Compliance and Audit:

• Ensure compliance with relevant internal governance and compliance policies and standards, including Security, Risk and Compliance, and Technology
• Ensure compliance with relevant regulations, laws, and industry standards related to SoD/IAG.
• Collaborate with internal and external risk, compliance, and audit teams to support SoD/IAG audits and assessments.
• Support the remediation of audit findings and drive the implementation of appropriate mitigation measures with the OPCOs. 
• Performance Monitoring and Reporting:
• Establish key performance indicators (KPIs), key risk indicators (KRIs) and metrics to measure the effectiveness of SoD/IAG initiatives.
• Monitor and analyse SoD/IAG performance data, identify trends, and provide actionable insights.
• Generate regular reports and executive summaries to communicate SoD/IAG performance to relevant stakeholders.

Stakeholder Management:

• Collaborate with the CoE team and cross-functional teams to ensure alignment and cooperation on SoD/IAG initiatives.
• Engage with senior management and executive leadership to provide updates, seek support, and obtain approval for SoD/IAG initiatives.
• Manage third-party vendor contracts for SoD/IAM and SoD/IAG-related services, including negotiation and defining deliverables and performance metrics.
• Effectively manage stakeholders at various levels within the organisation, resolving issues, addressing concerns, and proactively communicating SoD/IAG initiatives and progress.

Financial Management:

• Effectively manage budgets for SoD/IAG initiatives, including cost estimation, financial planning, and expense tracking.

Service Level Agreements (SLAs):

• Ensure adherence to SLAs related to SoD/IAG services.

Collaboration 

Responsibility towards: 

Key customers: Group Information Security, Group Technology, Group Fintech, Group BRM & OPCOs

Key suppliers: Vendors/3rd parties, Relevant Industry Bodies 

Executive GIS, OPCO CEOs, Functional Heads (MFS & Fintech, Procurement, Legal)

Business Risk and Compliance − Partners, Distributors, Vendors

Law enforcement agencies and relevant third parties

QUALIFICATIONS

Education:

• Minimum of 4-year tertiary degree/diploma (Bachelor of Science, Technology, Engineering, or related field) 
• MBA or Masters advantageous
• English, French (an advantage)

Experience:

• 2-3 years of experience at the Senior Management level in the telecom industry
• 2-3 years of working experience in managing identity, access governance and segregation of duties in a large organisation, with a strong technical background
• A minimum of 5-7 years’ experience in designing and implementing an organisation-wide Segregation of Duties/Identity and Access Governance framework 
• Experience in managing and implementing large-scale identity and access governance projects.
• Experience working in Africa and have a grasp of political, social, and infrastructure challenges.
• Advanced working experience in the information technology environment of a telecom company 
• Experience in managing executive stakeholders and third-party vendors. 

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RESPONSIBILITIES

• The Auditor: Technology role is responsible to achieve the following objectives:

Audit Management 

• Assist the Senior Manager in the execution of technology systems and processes audit plans, to identify risks and vulnerabilities in control areas and to ensure that processes and systems comply with company policies, and statutory and regulatory policies.
• Serves as an active member of the audit team directly executing medium/high priority/risk internal audits on the technology systems and processes: through analysing reports and logs, conducting system and process audits, testing, preparing database updates, providing status reports and preparing final audit reports on assignments carried out, in line with internal audit standards and methodologies.
• Ensure that audits and assessments consider the effectiveness of the control areas, such as: application controls, cyber and information security, change management, business resilience and disaster recovery reviews, IT project management, IT project governance, IT risk management, information technology systems and infrastructures process and control reviews.
• Measure/evaluate technology systems and processes compliance to statutory and regulatory requirements and the company's policies and procedures.
• Track and follow up on audit findings and update respective trackers and stakeholders regularly. 

Audit Advisory 

• Provide analysis on technology systems and processes internal audit data, identifying vulnerabilities in IT systems and internal policies, trends on IT systems failures, inconsistencies, weaknesses in the control areas. Report these findings to management with recommendations on possible mitigations and enhancements.
• Recommend changes to IT systems and processes, based on internal policies, best practice and continuous change in available technologies.
• Provide recommendations on improvements to ensure an increasingly robust internal audit processes, which aims to reduce technology and information security risks.
• Carry out regular, comprehensive and holistic information security and IT systems control assessments, to identify risks and areas that need focus.
• Keep up to date with new technology solutions to mitigate/change IT systems security vulnerabilities and provides reporting on these solutions.
• Maintain relationships with management of assigned functional/business units to provide a value-added service.

Reporting 

• Assist the management to provide oversight on OpCo reporting, OpCo coordination, OpCo support and OpCo Technology Audit operations.
• Assist with compilation of reports for reporting and Audit Committee engaging various stakeholders in Opcos to ensure a comprehensive report. 

Key Deliverables

• Conduct Audits
• Audit Findings Tracker
• Audit Findings Report
• Consolidated Audit Committee Report

Role Dependencies

• Understanding of the Audit plan
• Active support from the Senior Manager
• Understanding of the respective technology and business contexts and the risks associated 
• Intra-functional collaborations with Group Risk and Compliance 

QUALIFICATIONS

Education:

• Minimum 3-year Diploma Engineering, Information Systems and Computer Systems/Science 
• Preferred, 4-year Bachelor of Engineering/ Information Systems and Computer Science/ Bachelor of Science
• Preferred, CISA / CISSP

Experience:

• Minimum 3 years’ experience in internal audit, specifically in IT system and processes audits
• Experience in presenting audit reports to senior stakeholders
• Data gathering, research and analytical abilities to develop insightful conclusions
• Experience in supervising and coordinating output 
• Experience working in a medium organisation
• Experience in working under pressure and delivering under tight deadlines

Key Technical knowledge:

• Active Directory 
• Firewall  and routers 
• Network Security
• API security 
• Cloud security 
• Endpoint security
• Knowledge on various OS’s (windows, Linux, Android, iOS, DA’s etc) 
• Experience using various security tools 

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RESPONSIBILITIES

• The Senior Manager UX & design Bl will be accountable to achieve the following objectives:
• Collaborate with SM: Segments and Portfolio, SM: Analytics and BI and Understand product specifications and user psychology.
• Apply design thinking and best practice design standards (advocate for user-centered design solutions)
• Leverage insight and data, such as market analysis, customer feedback, user research and analytics to ensure that products/services/solutions are designed around the customer and deliver improved experience.
• Design mock-ups and prototypes as necessary for each stage of the project, continuously iterating to achieve the optimal solution.
• Conduct concept and usability testing of sample applications, websites and software to Assess user experience and ease of design.
• Build storyboards to conceptualize designs to accurately convey project plans cross functions and markets.
• Create surveys for research through various media platforms to gather feedback on user's ease of use and satisfaction interfacing on business unit websites and products
• Design the aesthetics to be implemented within a website or product, from the layout menus and drop-down options to colors and fonts allowing for interface edits as needed
• Collaborate across functions and markets to establish minimum standards to be adhered across websites and assets
• Enhance user experience by creating seamless navigation through various digital programs and interfaces within the business unit
• Combine interface design concepts with digital design and establish milestones to encourage cooperation and teamwork
• Collaborate with various Group & OpCo teams to ensure consistent principles are maintained across multiple device, channels, and platforms.
• Contribute to the knowledge repository for cross functional and cross market knowledge share compile and constantly refine the MTN data management principles
• Uphold the MTN values in the performance of one’s duties and role model the values for colleagues
• Build a culture and capability of continuous improvement in the Digital Services team and in the organisation more broadly
• Track user experience metrics, and reports on the success of UX improvements including analytics

QUALIFICATIONS

Minimum Job Requirements 

Education:

• 4 year Bachelors ( BA, BSc, BEng, etc) degree or equivalent
• User experience design certification
• Post Graduate Qualification
• Master’s degree would be advantageous.

Experience:

• 5 – 8 years’ experience in UX design
• Proficient with visual design programs such as Adobe Photoshop and others
• Ability to work effectively in a collaborative environment to create top-performing interfaces for clients
• Experience with coding and ability to troubleshoot using HTML, CSS and comparable languages
• Continued education and research into UX trends and current design strategy and technologies

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RESPONSIBILITIES

Strategy Development

• Develop a loyalty strategy to implement/build and maintain an industry-leading Loyalty program as a sustainable
• differentiator versus our competitors and a means to drive greater brand affinity especially within the High Value
• Customer base.
• Align loyalty strategy to support Consumer CVM across the Consumer Segments.
• Lead business transformation to embed loyalty decision-making principles cross-functionally.

CVM and Loyalty Delivery Leadership

• Perform permanent assessment and analysis of the personalized pricing strategy of the Consumer Business Unit
• suggesting the best course of action to maximize revenues.
• Track competitor’s pricing strategy and performance in the market and based on that maximize the revenue
• generation of the company for all Consumer Business categories.
• Supports the Consumer PnL’s by creating value propositions, identifying optimal price points, evaluating proposed
• pricing changes for existing & new products
• Build an understanding of the drivers of value across Voice, Data, Digital Services, VAS across value bands.
• Develop targeted value propositions to identified segments e.g. Youth, High Value, to deliver more value and
• increase revenue within the segment.
• Identify and maximize opportunities to upsell customers from lower ARPU bands into higher value bands.
• Build/understanding of the drivers of churn in base to drive proposition development to proactively stem churn.
• Develop a customer lifecycle management program, deploy tactical interventions to focus on each stage of
• customer lifecycle including a nursery program during the first six months of a new customer.
• Develop and implement a twelve-month roadmap for each key customer segment (e.g. High Value, Youth,
• Emerging in partnership with the other Business Units encompassing the full customer journey from acquisition,
• value growth, and retention.
• Grow the High Value Customer base & revenues by acquiring new customers from the competition, growing the
• and retaining existing High Value customers.
• Proactively works with team to know the performance and capability of the team, ensuring underperformance is
• addressed, potential is developed and everyone receives feedback, coaching and training – maximize contribution.
• Define the loyalty development and delivery roadmap for the financial year.
• Integrate cross functional requirements into the roadmap to ensure the delivery of the MTN growth curves.
• Define and fill a loyalty structure to facilitate the delivery of the loyalty roadmap.
• Set up and act upon comprehensive Loyalty performance dashboards and reporting. Define and create loyalty
• management reports. This includes - but is not limited to – customer lifetime value, Loyalty performance tracking,
• performance against business case.
• Deliver the loyalty roadmap by driving adoption & participation in the loyalty initiatives via ATL & BTL campaigns

Key Activities & Responsibilities

• Analyse commercial impact of loyalty initiatives on product penetration, ARPU and incremental value delivered.
• Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools.
• Input into proposition development carried out by Consumer product and segment owners and advise of base and loyalty liability implications during prioritization.
• Ensure collaboration with Segments, Channels, Business Intelligence teams, Digital, Mobile Financial Services and Online to ensure market value creation.
• Work with finance to manage cost of sales and the loyalty liability and Integrate loyalty liability into project management office and pricing forms.

CVM and Loyalty Delivery Capability Development

• Lead capability development requirements and define the capability strategy for an effective loyalty program and loyalty initiatives as well as CVM campaigns.
• Coordinate and manage the design of a holistic technical and operational blueprint for customer lifecycle value management across the MTN growth curves.
• Integrate requirements for campaign management, charging and provisioning platforms and loyalty management systems by translating loyalty objectives to the IT / Technical teams.

Budget Management

• Forecast, plan and develop budgets that provide MTN with return on investment and seek required approval thereof.
• Manage and optimise the assigned budget, ensuring all expenditure is in line with MTN SA’s strategic intent and agreed budgets.
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers.

Continuous Improvement

• Keep abreast of international best practice, technologies and industry trends.
• Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit.
• Maintain an understanding of related systems in order to develop integrated systems and processes.
• Keep up to date with new products and services and their impact on MTNSA.
• Understand and take cognisance of emerging markets and plan accordingly.

People & Culture Management

• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors.
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment.
• Create and implement personal development plans.
• Define the divisional KPAs and KPIs that will be cascaded down to each area.
• Manage Performance and identify training needs. Coach and guide subordinates.
• Enable and model healthy employee relations and collaborative teamwork.
• Manage diversity, develop, and embed an Employment Equity plan for the business area.
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management.
• Act as an ambassador for the Consumer team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour.
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.

QUALIFICATIONS

Education

• Minimum of 4 years in Commercial/Marketing/Business Degree
• Minimum 10 years experience including:
• Senior management track record of 5 years or more, with at least 3 years in relevant sector/industry in a strategic commercial or marketing role.
• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognised as a leader in CVM
• Experience in commercialisation and automation of analysis
• Experience in loyalty programmes & initiative methodology, principles, capabilities, and techniques
• Experience in continuous improvement through the implementation of best practices
• Understanding of emerging market

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RESPONSIBILITIES

Key Performance Areas  

Strategic Input:

• Give input into the areas strategy and assist in translating into near term plans to improve or stabilize the Fixed Network
• Ensuring clarity around priorities and goals for the entire team
• Give input into the first line operational management strategy to achieve operational network targets.   

 Profitable growth:

• Contribute positively to Customer Experience and NPS 
• Ensure all customer incidents are resolved expediently to reduce churn

Operations Management:

• Accountable for the reporting and analysis of the MTN Fixed Network
• Identify and rectify challenges risks that may impact he MTN Fixed Network
• Work with the process owners to ensure any potential solutions are given the correct priority.
• Be responsible for ensuring that any solution that is provided adheres to any corporate Risk and Compliance requirement.
• Monitoring all inspections to ensure network quality.
• Conducting quality audits and surveys. 
• Discussing inspection results and conclusions with Network Operations and TFLS
• Maintaining historic network stats in a centralised repository
• Daily analysis on Network performance to identify trends
• Engaging with global, local and other Industry players to ensure the alignment of the Network to future trends

Service Adherence 

• Work with all sectors and process owners and be responsible for analysing and identifying problems and defining solutions which    will align with all global processes, (Incident, Problem, Change, Configuration, etc.).
• Assess the existing network and service build to identify issues that would potentially compromise quality within the Incident    Management Life Cycle
• Be responsible for ensuring that quality improvement provided adheres to any corporate Risk and Compliance requirement.

Governance:

• Keep abreast of updates relating to statutory and ICT industry issues and ensure compliance.
• Establish Governance forum with key stakeholders to report on Network Performance
• Establish operational framework for Network Quality

Communication and Coordination:

• Support the development and maintenance of sound interworking between Network Quality Management and other departments 
• Interface with other areas of the MTN business for effective customer support reporting on business KPIs as appropriate 
• Establish and maintain internal and external relationships
• Partner with relevant internal and external stakeholders to support and improve service delivery
• Ensure timely declaration and escalation of unplanned / planned service disruptions

Report Management:

• Reporting on key Network Metrics to Internal stakeholders
• Report on ICASA regulatory requirements
• 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 always
• Continuous assessment of delivery capabilities
• Develop constructive working relationship with other departments and managers including technical and commercial
• Ensure a culture of continuous evaluation and continuous improvement 
• Ensure a culture of Innovation
• Drive a culture of high performance, accountability, and consequence management
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS

Education:  

• A bachelor’s degree in computer science, Information Technology, or a related field
• Fluent in English
• ITIL Certified preferred
• CCNA, CCNP and or CCIE certification is preferred

Experience: 

• Minimum of 6 years’ experience in the Telecommunications environment. 
• Minimum 3 years’ experience managing a high customer interaction  
• Experience working in a medium to large organization
• Strong in Microsoft Office 365 including Power BI
• Excellent report writing and presentation skills
• Analytical thinker and problem solver
• Critical thinking
• Knowledge of Network Protocols, hardware, and software
• Strong understanding of the different network topologies, NMS / EMS systems, network configurations, protocols, and edge to access    systems / routers.
• Experience in leading implementation of network monitoring tools to deploy advanced monitoring of complex health/performance  metrics.
• Ability to build executive Dashboards within tool or Power BI
• Experience with Network Monitoring tools
• Understanding the Service Management environment

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RESPONSIBILITIES

Key Performance Areas

Strategic Planning:

• Develop a Project Governance Framework driving accountability across the delivery value chain 
• Develop the contracts management and SLA management framework for vendors
• Provide input and guidance to service delivery efficiency
• Ensure alignment and acceptance of RACI across the value chain between customer, Business, Network teams and vendors
• Implementing a company-wide approach to running projects to ensure best practice methodologies are used within TFLS and that    smaller projects are “operationalized” and owned by regional TFLS teams.

Operational Planning:

• Manage the interface between Finance Administration for TFLS with Business Finance
• Align TFLS with the organisation financial policies and processes
• Ensure the team has heightened focus on revenue impacting projects and apply relevant prioritization
• Ensure alignment between the warehouse functions and the projects equipment demands
• Ensure a balance between project equipment demands and available stock with timely ordering to support business needs
• Manage implementation, integration, and adoption of service delivery order workflows
• Manage TFLS accurate high-quality reporting on a weekly and monthly basis
• Close management of TFLS risk register and POPI compliance
• Monitor, communicate and promote awareness of TFLS business risks and compliance requirements
• Continuously monitor Vendor and Third-Party SLAs and implement penalties where necessary
• Project Manage Third-Party service delivery ensuring delivery within agreed SLAs
• Tightly Manage escalation process with Third Parties
• Implement effective stakeholder engagements

Capacity building:

• Ensure the team has the appropriate skills and resources to meet planned business demand
• Dimension team and individual staff members in accordance with industry best practice
• Maintain optimal resource capacity for both FTE and contractors to ensure business continuity and knowledge retention

  People and Culture:

• Lead, develop and coach the team and project managers in TFLS
• Drive a culture of high performance, accountability, and consequence management
• Continuous assessment of delivery capabilities
• Ensure team develops an understanding of delivery across an environment of highly skilled ICT and Converged specialists
• Act as an ambassador and role model for MTN Enterprise and Wholesale Business by living the brand values and vital behaviours
• Help to make the TFLS environment the best place to work
• Improve the employee engagement through the GCA related initiatives
• Ensure the attraction, development, and retention of talented resources
• Ensure a culture of continuous evaluation and improvement

Governance and Control:

• Strictly follow and ensure team compliance of relevant policies and procedures
• Establish Governance framework for effective control of purchase orders
• Comply with existing business governance where required 
• Implement proper controls and processes to identify and minimise mistakes when raising purchase requisitions
• Ensure proper project controls are in place to manage financial and operational risks across the business 
• Appropriate implementation of DoA to facilitate minimal delays in approval process of purchase orders
• Implement adequate controls and processes to facilitate forward and reverse logistics of project equipment
• Ensure compliance with appropriate procurement policies and procedures

QUALIFICATIONS

Education:

• 4 Year Tertiary qualification in Telecommunications or Electronic Engineering or Project Management 
• Business Administration Degree is highly advantageous 
• Certification in Prince 2 Practitioner or PMP

Experience: 

• Minimum of 5 years’ experience in the Telecommunications environment; with experience in supervising/managing others
• 5 years working with management of Capex and Opex budgets
• Hands on experience with Service and Project Delivery
• Expert skills and mentorship-level capabilities in Stakeholder Management
• Hands on experience in customer project and infrastructure project rollout
• Experience in deployment of fixed-line solutions on large scale (> 1000 services per month)
• Experience working in a global/multinational enterprise (understanding emerging markets is advantageous)
• Worked across diverse cultures and geographies

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Key Deliverables and Operational effectiveness

Fulfilment and Projects

• Action the fulfilment of client orders in MTN Data Centres and MTN switching Colocation environments.
• Action decommissioning orders in MTN Data Centres and MTN switching Colocation environments and ensure the space is prepared to accommodate new customers.
• Translate customer business requirements into a technical solution within MTN Data Centres and MTN Switch Colocation environments.
• Ensure all client documentation is created/updated post implementation phase.
• Execute Hosting related projects within MTN Data Centres and MTN Switch Colocation environments according to project schedules.
• Prepare co-locations space within MTN Data Centres and MTN Switch Colocation environments, including assisting in customers installations if required, and in co-ordination with MTN Mechanical and Electrical (M&E), Network Implementation and other MTN resources where applicable.
• Technical vetting of customer hosting services designs
• Perform regular audits of customer installations to ensure correct customer billing. 

Support

• Provide post-sales support and maintenance of MTN cabling and Rack hosting infrastructure.
• 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 MTN client onsite hosting support.
• Provide effective incident and task management, incorporating resolution through updating, logging, or escalation of incidents and /or faults in ticketing, project and other systems when required.
• Ensure effective resolutions of escalated client support logged tickets via co-ordination with MTN Client Support.
• Maintain high standards of process adherence during incident resolution and customer implementations.

Customer relations 

• Build and maintain solid relationships with clients 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 all processes are satisfied.
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly.
• Contribute towards initiating change to continually improve all aspects of hosting services delivery.
• Ensure all customer queries are attended to and resolved within agreed SLA’s. 
• Adopt a proactive approach to prevent incidents from arising in the future.
• Update MTN Support on all escalated calls

General

• Ensure continued personal and technical development for the client services that are supported.
• Liaise with platforms Service Providers and Vendors
• Maintain knowledge of various vendors’ hardware/software product lifecycles.
• Assist with budgeting and network capacity planning.
• Providing input to the disaster recovery plans for all hosting services.
• Involvement in the planning and design for all hosting services
• Maintain ICT governance, processes and formal controls of all hosting related services
• Involvement in the development of innovative network solutions with a strong focus on converged products that differentiate MTN in the market.
• Maintaining the standards for service installations and related applications.
• Collaborate with technical product development team to ensure successful product development that uses hosting platforms. 
• Develop and continually optimise the end-to-end process flow to ultimately ensure customer satisfaction.
• Develop relevant documents as input to technical teams. 
• Contribute to solutions and out-of-the-box thinking to ensure speed to market.
• Ensure solutions provide excellent customer experience for end subscribers. 

Network Optimisation & Performance

• Ensure quality objectives are met and maintained.
• Track and report on performance problems and performance improvements.
• Investigate performance issues, working with switch site engineers and M&E engineers, and identify changes required 
• Provide input into the hosting aspect of tender evaluations and formulations

Operational Excellence

• Maintaining knowledge of current technology trends.
• Constant upskill technological skills as is relevant to a Tier 1 ISP.
• Assist with troubleshooting of hosting services and systems-related issues. 

Supervisory / Leadership / Managerial Complexity: 

• Mentor and Coach graduate engineers
• A high level of self-management and ongoing investigation is required for this position.
• Engineers must be proficient in the ability to manage their day-to-day tasks/projects, work within given Time Scales and inform management in urgent scenarios when additional resources are required to ensure deadlines are met.
• Engineers must be proficient in the ability to manage their time accordingly.

Role Complexity: 

• Systems involved directly support a Tier1 ISP and focusing on scalability and availability aligned with existing network topology and services.
• Must be competent in compiling reports.

QUALIFICATIONS

Job Requirements (Education, Experience, and Competencies)

Education:

• Minimum CCNA or equal related network certification
• Cabling and connectivity medium certification is advantageous.
• 3-year degree/diploma in IT or related is required 
• Fluent in English

Experience:

• 3 years Client Hosting environment experience 
• Minimum of 2 years work in a networking field, including networking Layer 2 and 3
• Client facing working experience. 

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

Key Deliverables

Strategic Input

• Translate the ICT strategic plan into strategic deliverables linked to IoT/M2M Platforms and Applications.
• Formulate strategy around the ICT platform and applications to enable the entire ICT services for enterprise and wholesale customers.
• Interpret the integration of CoE ICT platforms into the underlay technology areas (MNS, Mobile etc.) in support of multi-services solutions and propositions to customers combining MNS with IoT, Cloud, UCC, Security, etc.
• Align and communicate with other areas of the SA Technology functions related to Mobile, Fixed, Networks, IT, Architecture as well as with the greater MTN Group Technology teams to monitor compliance and adherence to integration principles application.
• Leverage information provided by the relevant business units relating to demand forecasts and translate it into actionable technology strategy.

Solutions Delivery

• Master the knowledge of OEM, vendors, and partner landscape and integration services linked to the CoE Platform areas.
• Provide assistance and technical oversight pertaining to the implementation of new tools, technologies, solutions, and methodologies for the IoT/M2M Platforms and Applications.
• Determine the impact of best technology solutions against constraints (time, budget, etc.) of the client to create win-win outcome for all stakeholders.
• Assimilate knowledge of the Architecture and Integration horizontal alignment of the ICT domain and sub domains into the overall CoE Technology Architecture Framework.
• Combine sound business strategy and knowledge with specific technical knowledge into clear actionable and optimised outputs.
• Review innovative industry trends and adopt them in customer solutions.
• Provide suggested solutions and excellent customer experience for end-users.
• Maintain knowledge of available commercial products within the ITC services function.
• Compile various types of detailed reports (e.g. functional, strategic, high-level, periodical progress updates, etc.) aimed at a wide range of audience (e.g. organisational executives, customers, etc.) in the form of consolidated solution documents, costing, and timelines.
• Confirm alignment between solution requirements and device capabilities during the solution development process.
• Coordinate with the relevant Technology teams on designing system applications that would support business functions and client requirements.

Operational Excellence

• Develop guiding principles, policies, and standard operating procedures (SOPs) on how to select and provide the best technical solutions related to the IoT/M2M Platforms and Applications.
• Propose correct and applicable solutions to emerging problem statements in the ICT space related to IoT/M2M Platforms and Applications.
• Develop functional knowledge of all domains under ICT services (IoT, Cloud and Hosting, Security, UCC, MNS).

Client Relationships

• Establish and maintain internal and external relationships.
• Build solid relationships with key stakeholders across the organisation.
• Interact with customers at enterprise and executive levels.
• Lead discussions and advise customers on selecting the best technical solutions for their needs.

People and Culture

• Apply best functional team management practices throughout assigned projects and as required.
• Guide and enable the upskilling of the team throughout assigned projects.
• Act as an ambassador and role model for the Technology CoE B2B by living the brand values and vital behaviours.
• Ensure a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability, and consequence management.

Governance and Risk Management

• Strictly follow and ensure team compliance of relevant policies and procedures.
• Ensure effective service level agreements 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.
• Act in accordance to the Delegation of Authority.

Financial Management

• Provide input into the cycle, assist on business cases, and combine activities-related cost component into CAPEX budgeting.

Job Requirements (Education, Experience, and Competencies)

Education:

• Minimum of a 4-year tertiary degree in an ICT discipline.
• An MBA or post graduate degree is advantageous.
• Managerial/Strategic programme.
• Related Enterprise Architecture qualification (TOGAF).
• Related industry certifications within the Converged Services domain (CCIE or similar) advantageous.
• Fluent in English and language of country preferable.

Experience:

• A minimum of 5-7 years’ experience in ICT & Converged services planning and delivery environment.
• Management level track record of 5 years or more; with at least 3 years’ experience in leading the design of converged telecommunications technology infrastructure for operators.
• Experience working in a global/multinational enterprise (understanding emerging markets is advantageous).
• Worked across diverse cultures and geographies.

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Key Deliverables and Operational effectiveness

Fulfilment and Projects

• Oversee the fulfilment of client orders in MTN Data Centres and MTN switching Colocation environments.
• Monitor and guid the team to fulfil decommissioning orders in MTN Data Centres, MTN switching Colocation environments and third party facilities and ensure the space is prepared to accommodate new customers.
• Translate customer business requirements into a technical solution within MTN Data Centres and MTN Switch Colocation environments.
• Ensure all client documentation is created/updated post implementation phase.
• Planning the execution Hosting related projects within MTN Data Centres and MTN Switch Colocation environments according to project schedules.
• Prepare co-locations space within MTN Data Centres and MTN Switch Colocation environments, including assisting in customers installations if required, and in co-ordination with MTN Mechanical and Electrical (M&E), Network Implementation and other MTN resources where applicable.
• Technical vetting of customer hosting services designs
• Perform regular audits of customer installations to ensure correct customer billing. 
• Planning the tasks of hosting engineers to align with business priorities. 
• Ensure the team is dimensioned to meet departmental revenue targets.
• Prepare and execute RFx under the guidance of Procurement to onboard vendors to support the customer hosting products. 
• Prepare and execute RFx under the guidance of Procurement to onboard third party colocation providers to meet the requirements of the customer hosting products.

Support

• Ensure the team can provide post-sales support and maintenance of MTN cabling and Rack hosting infrastructure.
• 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 MTN client onsite hosting support through managing full time employees or ensuring vendor contracts are in place.
• Provide effective incident and task management, incorporating resolution through updating, logging, or escalation of incidents and /or faults in ticketing, project and other systems when required.
• Ensure effective resolutions of escalated client support logged tickets via co-ordination with MTN Client Support.
• Maintain high standards of process adherence during incident resolution and customer implementations.

Customer relations 

• Build and maintain solid relationships with clients 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 all processes are satisfied.
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly.
• Contribute towards initiating change to continually improve all aspects of hosting services delivery.
• Ensure all customer queries are attended to and resolved within agreed SLA’s. 
• Adopt a proactive approach to prevent incidents from arising in the future.
• Update MTN Support on all escalated calls

General

• Ensure continued personal and technical development for the client services that are supported.
• Liaise with platforms Service Providers and Vendors
• Maintain knowledge of various vendors’ hardware/software product lifecycles.
• Assist with budgeting and network capacity planning.
• Providing input to the disaster recovery plans for all hosting services.
• Involvement in the planning and design for all hosting services
• Maintain ICT governance, processes and formal controls of all hosting related services
• Involvement in the development of innovative network solutions with a strong focus on converged products that differentiate MTN in the market.
• Maintaining the standards for service installations and related applications.
• Collaborate with technical product development team to ensure successful product development that uses hosting platforms. 
• Develop and continually optimise the end-to-end process flow to ultimately ensure customer satisfaction.
• Develop relevant documents as input to technical teams. 
• Contribute to solutions and out-of-the-box thinking to ensure speed to market.
• Ensure solutions provide excellent customer experience for end subscribers. 

Network Optimisation & Performance

• Ensure quality objectives are met and maintained.
• Track and report on performance problems and performance improvements.
• Investigate performance issues, working with switch site engineers and M&E engineers, and identify changes required 
• Provide input into the hosting aspect of tender evaluations and formulations

Operational Excellence

• Maintaining knowledge of current technology trends.
• Constant upskill technological skills as is relevant to a Tier 1 ISP.
• Assist with troubleshooting of hosting services and systems-related issues. 

Supervisory / Leadership / Managerial Complexity: 

• Mentor and Coach hosting engineers
• A high level of self-management and ongoing investigation is required for this position.
• Empower the hosting engineers to be proficient in the ability to manage their day-to-day tasks/projects, work within given Time Scales and inform management in urgent scenarios when additional resources are required to ensure deadlines are met.
• Provide soft skills training to Hosting Engineers to be proficient in the ability to manage their time accordingly.

Role Complexity: 

• Demonstrate the ability and experience in managing a team of hosting engineers.
• Must be competent in compiling reports.

QUALIFICATIONS

Job Requirements (Education, Experience, and Competencies)

Education:

• Minimum CCNA or equal related network certification
• Cabling and connectivity medium certification is advantageous.
• 3-year degree/diploma in IT or related is required 
• Fluent in English

Experience:

• 3 years Client Hosting environment experience 
• Minimum of 2 years work in a networking field, including networking Layer 2 and 3
• Minimum of 2 years in a management or team leader position. 

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JOB DESCRIPTION

• MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Manager: Gateways, Ayoba and Apps must therefore ensure the successful delivery in context of:
• An expertise-based multicultural organisation. 
• A dynamic and evolving field of Telecommunications
• Revolutionary workforce practices which are bringing together global labour markets
• Management of executive and local shareholder expectations across MTN and its OpCos
• Dynamic legal and regulatory environment
• Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring
• Africa’s digital economy is poised for acceleration with digital services becoming increasingly relevant in our markets. While MTN already plays in several attractive verticals, there are several challenges that hinder competitiveness and growth. 

RESPONSIBILITIES

• Manager: Gateways, Ayoba and Apps will be accountable to achieve the following objectives:
• Deploy Digital services portal across all territories and engage with Group Technology and IT to manage the development and deployment, OPCO engagement, stakeholder management and to manage roadmap and backlog ensuring that IT delivers capabilities on time and per expectation
• Participate in daily stand up, sprint planning and all ceremonies related to the project 
• Setting up reporting and BI on the key project and ensuring that all reporting requirements are delivered including integrating multiple data sources to provide a single dashboard accessible at the OPCO and group level 
• Translate and communicate the business requirement into tech deliverables 
• Administer requirements discovery, solution design, user story writing, feature development, and user acceptance testing
• Implement strategies and long-term vision to build best-in-class digital products
• Conduct user research and usability studies, collaborating with designers, developers, and research teams throughout the process
• Participate in market research, validation, and white space analysis to identify opportunities for new or existing features and functionalities
• Develop and manage product development projects, ensuring they are completed on time, within budget, and to the required quality standards.
• Work with team members to identify technical requirements and create project plans to meet those requirements.

QUALIFICATIONS

Education:

• 4-year Bachelor degree in Computer Science, Engineering, Operations Management, or a related field
• Post Graduate Qualification would be advantageous.

Experience:

• 3 - 5 years of experience as a Digital Product Manager or a similar role
• Portfolio of established digital products and deployment across multiple territories 

Competencies:

• Strong analytical, prioritization, and negotiating skills
• Experience in usability and customer-focused design
• Passion for building great products to solve customer and business problems
• Deep knowledge of product lifecycle
• Advanced knowledge of telco & digital services technologies
• Strong communication and interpersonal skills
• Strong project management skills
• Agile methodologies and agile project management