Manager: Voice Operations at MTN

Mission/ Core purpose of the Job   

The position will provide technical voice excellence solution design, testing and migration. The Manager will drive continuous process improvement plans and analysis. The role will identify performance measures to increase network efficiencies.

Key Performance Areas:

The Manager voice operations will be accountable to achieve the following objectives:

• Participate in business process changes that may affect the company’s ability to identify, monitor or collect revenue (new system implementations/upgrades, new product roll outs, etc.)
• Continuously work to understand and mitigate losses to ensure the highest levels of revenue -       Define the design solution to be implemented to interconnect an Operator (IP, SIP and SS7 links)
• Coordinate the configuration activities of onboarding customers
• Coordinate the service testing before migration and GO live
• Coordinate the pre-migration and the CDR reconciliation
• Coordinate the troubleshooting by engaging all parties (Dot Net, Yelloconnect, Roaming hub);
• Manage and ensure Voice service quality and customer satisfaction;
• Analyze performance measurement & statistics to improve network efficiencies and identify potential issues.
• Manage the performance of the Managed Services provider and follow up on governance meeting.
• Update and Optimize the voice service processes and procedure in place;
• Support technical discussion with opco’s and interconnect partners
• Leading all operational aspects of managed services by ensuring stable, robust and scalable operational processes to support 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 network services, especially with global carrier services and closely manage the delivery of products and services with strict financial controls
• Lead a team of global 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 MTN OpCos and to monitor performance delivery on MTN fixed infrastructure assets
• Manage overall product lifecycle for managed network global products
• Interface with OpCo presales and design and 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
• Produce documentation of service: marketing manuals, annexes to contracts (Service Description, Manual of Operations, Pricing, Terms of Service), training documentation and business presentations
• Define and update the existing installed base of networks & products across MTN Group as part of a product catalogue, including a central wholesale pricing repository and back to back SLAs
• Creating and implementing standardized processes within the business unit and improving on existing methodologies, including departmental structures and organizational improvements
• Mentor 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 OpCos when required
• Be the key contact for key customers as the managed services expert and service assurance lead
• 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 MTN GlobalConnect 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
• Develop and maintain support procedures and policies

Education:

• BA or BS degree (preferably in Engineering or Computer Science) (essential)
• Master’s degree in Engineering or Computer science (desired)

Experience:

• 8+ years in relevant experience in the managed services space
• 3+ years managerial experience preferably within the international infrastructure wholesales business