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MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Throug...
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Responsibilities
Leading Customer Experience
- Ensure delivery of day-to-day customer service delivery in alignment with CXO strategy
- Execute consistent delivery of all contracted KPIs (individual, business unit and shared KPIs) with a key focus on sentiment conversion and customer retention
- Operate across all Written Correspondence touchpoints (email & WhatsApp) and within the Outbound Contact Center as dictated through Standard Operating Procedures (SOP), and in alignment with quality standards
- Provide first line support across Written Correspondence, responding to enquiries that include topics related to (but not limited to) MTN products & services, billing & account
management, MFS, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc.
- Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated to second line support in line with the escalation processes
- Adhere to channel designation through work-force-planning and KPI’s
- Offer innovative solutions to customers, while adhering to the PPP’s and keeping within the parameters of key legislature and business rules
- Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
- Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
- Use relevant tools to support customers on product, system, and process knowledge.
- Drive self-service adoption through customer education
- Identify potential threats to brand and execute recovery processes timeously
- Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
- Justify & record all actions that require budget/finance such as credits and refunds. Ensure service recovery cost is justified in terms of customer retention
- Where required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
Legal, Corporate Affairs, Regulatory, etc.
- Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards
Profit Driving
- Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
- Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
- Converse & engage with customers around MTN offerings
- Make concerted efforts to retain MTN Customers upon cancellation request
- Recover the service where customers complain about service, product, process issues
- Proactively engage customers on all active planned campaigns
- Update customer details (email, contact number) on all customer contacts
Operational Processes and Procedures
- Adhere to all PPPs defined for MTN SA, which may cut across functional areas.
- Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
- Adhere to and abide by the MTN employee code of conduct
- Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
- Attend to queries and needs of internal and external customers as required within set procedures
- Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
- Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
- Ensure that standards are always in place around brand identity when it comes to engagement
- Where possible educate customer on policies, procedures, and standards
- Assist in preventing credit risk and fraudulent activity by following procedures carefully
- Ensure that all administrative procedures are followed
Quality Control and Improvement
- Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
- Maintain process standards to enhance the customer experience and ensure cost efficiency
- Identify processes and procedures where the quality of work can be improved
- Analyse situations and take the necessary action to ensure quality is maintained
- Provide insights on escalations and make recommendations to the CXO Management to ensure continuous improvement and proactive solutions are put in place.
- Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process and customer service standards
- Make outbounds calls where relevant and as stipulated in the CXO SOPs to ensure FCR
- Drive positive customer experiences by resolving issues where the business has failed (recovery)
- Ensure service recovery costs are justified in terms of customer retention
- Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
- Continuously improve knowledge around new technology in cellular telecommunications & best practices
- Optimise the opportunities presented by each customer contact to up sell or cross sell products and services.
- Adhere to all continuous improvement and innovation at policy, process, and procedural level for social media operations
People & Culture
- With input from leader, create personal development plans
- Ensure understanding and alignment of own KPAS and KPIs
- Take ownership of own performance and identify training needs. Have performance discussions with leader
- Act as an ambassador for the 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
- Establish and build professional and sound relationships with colleagues, customers, and service providers
- Forge relationships throughout the entire service operations division to maintain and improve performance
Qualifications
Education
- Grade 12
- Minimum of 1-year diploma (or related experience)
Experience
- Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting
functions.
- At least 1 years’ experience in a written/electronic customer service environment/second/third line support
- A written communication assessment score of 80% and above
- Advantage - Track record of meeting FCR requirements within a customer service environment
- Knowledge of sales techniques and telephone etiquette
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Responsibilities
Task Complexity:
Develop Information Privacy strategy and governance
- Contribute to IP strategy and alignment of organisational practices
- Optimise and embed effective IP Governance Model and Frameworks
- Analyse global regulatory landscape for Information privacy trends
- Align IP requirements to GDPR and other relevant best practice standards
- Optimise and enhance IP Engagement structure to implement and drive IP regulatory initiatives and mitigate risks
- Provide input to the updating of an IP Maturity Model
- Quality assurance of all IP outputs
- Work with multiple custodial functions to ensure regulatory directives understood, accepted and implemented
- Engage with the Information Regulator and share all new regulation developments
Manage IP governance and compliance
- Maintain and update IP policy, standards, guidelines
- Ensure regular IP Assessments conducted and consolidate reporting on this
- Maintain MTN IP position statement from PoPI requirements, interpretation and embedment in the organisation (get all relevant input from IP Operational team)
- Stay abreast and enforce current Information Privacy legislation, standards and best practices
- Continuously interpret and translate relevant regulatory requirements and implement into all relevant IP artefacts (policies, standards, guidelines, processes, tools, frameworks, notices, contracts, clauses, etc.)
- Support completion and evaluation of Third Party questionnaires
- Ensure commercial clauses and arrangements that govern privacy and data protection are consistently applied within the organisation
- Review Third Party and Supplier contracts to ensure PoPI clauses and IP requirements included
- Ensure alignment of IP requirements across business units and all additional legal entities
- Work closely / collaborate with custodial functions to ensure IP compliance and embedment
- Provide input to Glossary from an IP perspective
- Manage Business Compliance with specified business units, manage monthly IP meetings and close out Remedial actions
- Collaborate with relevant custodial functions to ensure IP compliance and embedment
Manage PI Incident Management
- Maintain and update PI Incident Management policy and all associated artefacts
- Provide input to PI Incident Management processes, tools
- Manage PI Incidents
- Effectively manage all PI Incidents (Customer, Business, Third Party and Employee)
- Manage the PoPI mailbox and communicate to all Data Subjects’ questions, queries, concerns and incidents
- Root cause analysis on identified PI Incidents
- PI Incident root cause analysis post mortem reporting
- Provide IP SME advice to manage complex PI Incident / Breach situations
- Draft responses and communication to data subjects in relation to breaches and complaints, objections and queries.
- Distribute all communication to Information Regulator and other required compliance bodies
Manage Consent Management
- Update and Manage all IP notices for (Customer, Employee, Third Party)
- Manage implementation of all IP notices
- Manage Supplier (procurement and third party) update and embedment of processes in the business
- Provide input to Direct Marketing artefacts and embedment in the business
- Conduct Third Party/Supplier evaluations and provide relevant feedback to Business Units
- Ensure adherence to the Supplier (procurement and third party) process in business
Educate the business on Information Privacy
- Educate the business on regulatory requirements relating to all IP focus areas
- Manage and oversee the education of business on relevant IP focus areas: IP Consent & Notice; Direct Marketing, PI Incident Management
- Manage the creation of relevant training material and roll out of these
- Become the go-to-person for business on all IP Regulatory matters
Monitor and report on Information Privacy
- Ensure compliance risk assessments are conducted on a regular business
- Provide input to IP compliance risks and mitigation plans
- Assist in the monitoring of the effectiveness of the Information Privacy practices (regulatory requirements)
- Report on root cause analysis of incidents
- Evaluation of Data Subject requests to conduct Trend Analysis
- Report to Information Privacy Compliance Council
- Develop reporting tools, optimize and maintain relevant reporting tools to ensure effective reporting on Information Privacy
- Monitor Information Regulator website, communication and all relevant correspondence in order to pro-actively participate in any communication opportunities with the Regulator
- Reporting on Supplier onboarding
Supervisory / Leadership / Managerial Complexity:
- Be an effective role model for leadership behaviours, leading by example with a positive make-it-happen attitude.
- Support decisions publicly once they have been made.
- Build and enforce a customer centric approach.
- Lead and manage employees to effectively and productively deliver against KPI’s and agreed milestones.
- Build employee relations and collaborative teamwork.
- Communicate actively and effectively resolving any potential conflicts that may arise.
- Display insight into leadership style and how it impacts on performance positively and negatively.
- Have the self-insight and flexibility to adapt to different situations.
- Manage boundaries that separate units in order to optimise workflow.
Qualifications
Education
- Minimum of 4 year degree/diploma
- LLB or equivalent commercial legal degree
- Fluent in basic command of English
Experience:
- Minimum of 4 years’ experience in area of specialisation (Information Privacy)
- Minimum of 6 years experience in supervising/managing others
- Experience in managing others’ deliverables, quality output, deadlines
- Experience working in a corporate environment
- Worked across diverse cultures
- Must have commercial legal experience.
- Telco / similar industry experience is advantageous
- Experience in working within a team and across the organisation (able to multi-task and switch between the two)
Training:
- PoPIA and other related Privacy regulation knowledge
- Information Security knowledge preferable
- Data Privacy Certification
- Compliance / Regulatory training
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Responsibilities
Context
- The IS area has to deal with the rapid advancement of systems and technology on within the following areas
- OSS (Operational support systems)
- BSS (Business support systems) layers
- Various Network platforms enabling many Billing, VAS and ISP network functions
- Deal with and environment that is highly regulated and legislated
- Deal with the consequences of operating in highly specialised environment where there is often a dire skills shortage
- IT environments with the Telecommunication industry do not tolerate the stoppages, breakdowns and low level of service
- Vendors/suppliers are inconsistent and have different methods of working which makes applying consistent rules of engagement a challenge
- Technical support and escalation often need to be ‘out of the country’ – with time lags for resolving critical issues
- When major issues/incidents arise on systems one will need to assist Operations in a “hands-on” fashion
- Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these
- Ensure that systems can deal with high transactional volumes wherein many environment also require low latency in order to properly fulfil real-time subscriber interaction requirements
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Governance
- Follow all corporate governance procedures in place
- Ensure that changes to the current environment are properly documented and tested before promoting into production. Post production changes should be documented and managed.
- Support the prioritisation process to drive prioritisation of requirements and initiatives in functional areas to ensure timeous delivery of requirements
- Support Revenue Assurance functions to understand issues and resolve any revenue issues or leakage
- Create visibility of changes to core systems, data and products by informing the organisation of changes
- Support assessment of Portfolio maturity on an annual basis
- Influence and implement aspects of data security policies
- Support the creation of critical Policies, Processes or Procedure such that Business risk is managed which also ensures that any ISO certifications can be maintained and ensure that they are being utilised in day to day operations
Tactical Planning and Operations
- Provide system consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
- Ensure the existence of proof of concept environments to assist with requirements definitions
- Ensure delivery of (authorised) projects according to the prioritised project list
- Ensure the one performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums
- Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these and supply a an end result that meets any IS quality standards
- Ensure professional system documentation is up to date at all times
- Ensure that any common business rules, metrics and measures set in IS are followed
- Provide input into the design of technology solution architectures with a 2 to 5 year horizon. Focus for both converging IT, Telco technologies and future ICT requirements
- Engage with other operations to extract potential benefits and efficiencies achieved at a technical implementation and/or process layer
- Assist in the evaluation of new technologies and products to determine feasibility and desirability of incorporating their capabilities into the Company’s IS systems
Internal Processes
- Full system co-ownership
- Planning and Operational areas need to function as a cohesive unit
- Working relationships with Operational area must include:
- Discussing status of projects
- Discussing new projects on the horizon
- Discussing system issues that may or may not require planning analysis
- Ensuring that Operations is involved in a project every step of the way, such that they can prepare for ATP work and any roll-out activities
- Provide Operations the opportunity to provide ideas on system evolution from the perspective of maintaining platforms on a day to day basis
- Perform ATPs with Operations and vendors
- Help test system functioning through the application of custom scripts
Common area for capturing and updating of Project Info
- Make sure that updates to project information is done in a centralised manner such that the following is always up to date:
- Scope Summaries
- Project Status
- Risks and Issues
- Fully unpacked Scope and Taxonomy
- Costs
- Project Chronology
Delivery of Internal Business as Usual Projects
- Continually identify the following in your area
- Capacity Upgrades that are required due to Network Traffic
- Software Upgrades required to ensure adherence to maintenance agreements
- Aspects of a system that have not been performing optimally that require changes to architecture
- Hardware that is reaching end of life and requires replacement
- These constitute all BAU project work that needs to take place in any given year and need to be executed on time and on budget
Skill Tracking incl Self Learning
- Make sure that you demonstrate effort to develop your own skills which helps with your career by
- Making sure that you are going on as many courses a year and are reviewing your development with Line Management
- Making use of any CBT training that the Company offers
- Demonstrate self-motivation such new skills are gained "on the job" which don't always require course work. This demonstrates self-learning ability
- Keep track of:
- Courses you have done
- Development you believe you need
- Skills have been self-taught
- Extra studies of professional bodies
- Using what you keep track of and also rate yourself and further knowledge you believe you need to gain
- This enables Line Management to better guide developmental needs through a more complete perspective of skills and needs
System Ownership
- One is allocated a set of systems for which you have the primary responsibility and a set of systems for you have a secondary responsibility
- Although a lot of project focus would be on primary systems one is required to do project work on secondary systems to ensure balance and continuity
- Any system within the Service Delivery space can be allocated and one will be expected to take up many new challenges
Information Management
- Work with Line Management to ensure that all documentation, scripts and project information in stored in a central fashion and is easily accessible to the team
- Ensure that methods for applying versions are logical and consistently followed
Core Planning Functions
- Living System Logical Architecture Documentation
- Each system required documentation used to convey the full logical architecture of a system with all use cases and functional logic within
- This must be the first port of call when wanting to convey a new requirement or a change to the vendor
- With these documents, the creation of an FRS (Functional Requirements Specification) is quick as the full functioning is already mapped out avoiding any need to reverse engineer
- The success of this document is determined by whether an alternative vendor could use it to reproduce a systems functioning with least 95% level of accuracy
- Make sure these are updated at the completion of every project
Living System Snapshot, Roadmap and Project History Documentation
- Each system requires a document that is updated on a quarterly basis which must cover
- The capacity of the system (licenses and hardware)
- The current and historical utilisation of the system (traffic)
- Functional overview of the system
- History on projects which incurred changes to the system
- A Roadmap including:
- Business as usual projects (BAU)
- Proposals to Business
Requirement Analysis and the supply of Functional Specifications to vendors
- One needs to play active role in requirements analysis. This means providing comprehensive input on:
- Business Requirement Definitions
- Marketing Plans
- Marketing Road-maps
- Marketing Strategy
- Core Network Strategy
- BAU requirements as identified for each system
- End to End Solution Architecture Requirements
- And from any final set of requirements a Functional Requirement must be created which serves to:
- Impart an understanding of the problem space
- Provide the business and product objectives of the project
- Give an understanding of where the product and target system are in the context of fulfilling the business objectives
- Provide detailed and specific instruction to the reader in terms of what the target system or component thereof is required to achieve
- Provide an understanding of the environmental and business constraints in achieving a solution to the requirements
- Provide documentation creation and update requirements for the project
Capacity planning for special events or increasing traffic volumes
- Planning of a systems footprint, licensing and utilisation must take place. This includes:
- Software Upgrades on platforms
- Hardware replacements or forklifts
- New hardware
- Licensing upgrades
- This also includes providing details on topology changes, managing site preparation and working with other areas on Core and IP network integration and design
- Innovation and Proof of Concept work
- In any environment one is required to demonstrate possibilities to Business. This usually takes place through what is known as a Proof of Concept (PoC) and can be in one of two forms:
- Those where a full functional requirement is created for a vendor to provide all aspects to the PoC
- Using ones multi-skilling in order to demonstrate features which often requires the need to write scripts and/or small ad-hoc applications in order to perform such a demonstrations quickly and therefore at the lowest cost
- System Reporting and E2E testing
- There has to be a focus on Systems relating to driving
- Subscriber Experience testing
- System utilisation reporting
- This requires:
- Deep system knowledge
- Database and report writing skills
- Scripting and general development/coding skills
Incident and Event Reporting
- Each year there is at least 1 event (Festive Season) that needs to be planned for and constitutes:
- A Capacity and mitigation plan prior to the event
- A Post event report on the traffic experienced and any learnings from issues that arose during the event
- Each year any system would have a few major incidents that would happen and Operational areas require assistance on assembling these
Financial
- Vendor Relations, Leverage and Quarterly reporting
- Meet with vendors as least twice a year
- Convey problem areas to vendors and request action plans
- Ensure that vendors supply quarterly reports on system health and utilisation and anything else as per contract
- Ensure that assistance is provided to obtain maximum value for minimum cost from vendors
Budget assistance and tracking
- The Living System Blueprint, Topology, Utilisation, Roadmap and Project History" for each system is to contain a roadmap of projects requiring funding
- Spend must be kept which includes tracking of the following:
- Breakdown of spend (tangible and intangible software, licenses and hardware)
- Project numbers
- Requisition numbers
- PO numbers
- Invoice numbers
- All funding must be capitalised within the targets set by MTN
Assistance with Yearly CAPEX Plans and tracking spend through the year
- Ensure that team members are working together to ensure that spend is kept track of, including:
- Breakdown of spend (tangible and intangible software, licenses and hardware)
- Project numbers
- Requisition numbers
- PO numbers
- Invoice numbers
- Must work with Line Management to:
- Tally up all spend and budget positions on a regular basis
- Extract all Roadmap-items from team members and supply full budget requirement breakdowns each year
- Ensure that capitalisation targets are achieved
Assistance with contract negotiations and driving to conclusion
- Update a central location with information on what the vendor supplies
- Update a central location with any particular contract issues that need to be addressed at renewal stage (or with T&C changes and brand new contracts)
- Drive any internal commercial or procurement area to conclude negotiations between the vendor and legal teams and be available for consulting where required
- Ensure proper fixed pricing is in place and that MTN IPR is protected
Customer
- Delivery of Business projects
- The primary objectives is to deliver on requirements set by the business and make sure that changes needed on platforms owned take place on time and within budget
- In addition all changes must be of a high quality such that bugs are kept to a minimum to ensure smooth testing cycles
System/Project hand-overs to Operational areas
- Ensure that all systems (or set of systems) are properly documented for Operations by the vendor
- Documents include: Installation & Operations Guides, 3rd Party Interface Control Documents as well as ATPs (Acceptance Test Procedures)
- Supply Living System Logical Architecture and Living System Snapshot, Roadmap and Project History Documentation created from planning activities
- Work with Operations to perform the ATP together with the vendor
- Assist with any automation of ATP procedures by writing scripts
- Assist with any script writing to put in place End to End test procedures
- Ensure that System utilisation reports are in place
Technical Landscape and Business Proposals
- Present the following to Business as regularly as possible:
- Underutilized capabilities of Systems
- Product ideas against these capabilities
- Future Technical Landscape and how it may influence future products
Supervisory / Leadership / Managerial Complexity
- In all matters and decisions to seek consensus with, and contributions from, as wide a group of stakeholders as possible
- Ensure that Customer and project issues are identified timeously, documented, resolved and communicated
- Monitor vendor performance and hold regular meetings to go through all issues. Healthy vendor relationships must be maintained at all times
- Knowledge sharing with other team members
- Knowledge sharing is key to the success of the CIO team and helps with the growth of all individuals and must take place at all times
- Knowledge hoarding of any kind is discouraged and one must strive to openly share knowledge in a centralised and easily accessible fashion
- One must constantly engaging fellow team members in whiteboard sessions (not only in the confines of a project but to hand over any interesting knowledge that has been gained)
- Liaise Core Network and IP Planning (CTO) so that they are aware of projects and new systems being deployed and log projects with them where required
- Collate budgetary input in an area thereby assisting Line Management to track requirements and spend on systems
- Assist with negotiation of domain related contractual agreements with vendors
- Liaise with Billing and RA areas to keep them updated as to billing record formats and traffic cases
- Driving the capture and updating of Project Info and Priorities:
- Must work with Line Management to list and prioritise projects and make sure
- Must make sure that updates to project information is done in a centralised manner such that the following is always up to date:
- Scope Summaries
- Project Status
- Risks and Issues
- Fully unpacked Scope and Taxonomy
- Costs
- Project Chronology
- This means:
- Constantly working with team members to facilitate discussions on prioritisation with Line Management
- Playing a mentor-ship role to guide priorities in the team
- Motivating team members such that quality updates on project information and status is always done (including reviewing and commenting on these updates)
Key Customer Relationship Management:
- The Business always needs help to understand system capabilities and how these can help drive their various initiatives and product Road-maps
- One needs to freely offer up this type of knowledge day to day interactions with Business
- This must be done by:
- Making sure that a up to date Living System Snapshot, Roadmap & Project History documentation exists that can made available at any time
- Offer up alternative options based on our system knowledge when reviewing requirements
- Holding Stakeholders forums whenever it may be required
- Knowledge Mentoring:
- One not only needs to:
- Demonstrate to team members that any document, spreadsheet, diagram or script that someone is working on needs to have a logical place where it can be easily found
- Work with fellow team members to logically structure this knowledge base and ensure that any HOW-TOs do not remain in e-mails
- Commit to being multifaceted in ones skill set and continually demonstrate the usefulness thereof
- Demonstrate a passion around the planning function and always innovate
- But must also
- Encourage knowledge sharing and set-up sharing sessions where any hoarding is taking place
- Look after central knowledge stores within system domains
- Actively pass on knowledge that has been gained
- Must motivate others and strive for a deep understanding Service Delivery platforms and pass on knowledge
- Service Delivery Culture improvement:
- One is on the road to becoming a leader and needs to act in the best interests of the entire Service Delivery team as well as the greater CIO function and MTN by and large. This means:
- Keeping people positive such that team members view issues as challenges which is an opportunity to learn and grow
- Continually act to work through any negativity and maintain a healthy up-beat work environment by giving team members pep/motivational talks during day to day working life
- Must ensure that one lives the CIO team brand and execute all aspects of the function at all times
Role Complexity
- This role constantly requires the incumbent to perform duties that are outside the "traditional" Technical role.
- Additional complexity is required from this role that is not usually inherent in such a position.
- In order to be an effective planner one must have a good mix of skills relating to basic scripting, SQL, Databases (and Report writing), IP, Hardware skills and various other ICT skills and should be actively using this skill set on a daily basis
Qualifications
Minimum Requirements:
Education
- 3 year Degree or Diploma in Information Systems or Engineering (Bsc IT, Bcom IT)Industry Experience
- At least 3 years’ experience in the IT/Telecoms industry and specifically the application of Information Technology within the telco space of which at least 2 years should be applicable experience at an internationally recognized operator. The Senior Systems Engineer must be widely read and know about many facets of Telecoms including open-source projects and I.T. technologies in general
- Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
- Experience working in a medium organization
- Project management and business optimisation experience would be advantageous
- Exposure to managing external vendor/supplier relationships and service level agreements
- The following experience is a must for this position
- A background in System Architecture & Design which includes the creation of highly detailed functional requirements which describe deep functional logic of a system
- A background in database administration
- A background in Unix/Linux OS systems administration
- A background in Hardware and Storage administration
- Some solid background in programming (e.g. Java, Python, Perl, PHP, C/C++, C#, VB.Net, Erlang etc) is mandatory
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Job Description
Strategic Input
- Provide input into the Technology Operations department
- Develop the operational plan for the implementation,/maintenance/operations of all civil, generators and security components for sites and self build transmission
- Ensure to be kept abreast on best practices for civil, generator and security implementations on active and passive components
- Drive the implementation of best practices to ensure the network is performing optimally.
Solutions delivery
- Drive the implementation/maintenance/operation of civil, generators and security into the network within the appropriate timeframe meeting business requirements, through the MNS/Tower vendors
- Oversee the management of all changes/upgrades and commissioning projects
- Facilitate tender procedures and negotiate contracts at a high level
- Lead the resources responsible for the implementation/maintenance operations of the civil, generators and security aspects of the network,
- Drive the compliance with regulatory requirements along with relevant environmental
- Manage main suppliers and contractors to ensure quality standards to achieve project and ongoing business requirements
- Ensure compliance with health and safety policies and practice
- Ensure suitable risk management practices are in place
Operational Delivery
- Ensure appropriate resources and processes are in place to manage the operational requirements for generators – fuelling, repairs, services etc
- Identify new opportunities for operational efficiency and eliminate processes or activities that are not adding value
- Ensure civil, generators and security services capacity is available to meet planned growth requirements (in conjunction with Access & Core Implementation)
- Ensure appropriate resources are in place to oversee the planning, design, implementation, management, maintenance and support.
- Ensure security of sites are maintained, improved and upgraded
Governance and Control
- Strictly follow and ensure team and vendor compliance of relevant policies and procedures
- Ensure effective SLA strategies are in place to support the business and vendor compliance
- 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
- Appropriate implementation of DoA
- Ensure the governance and the fulfilment of managed service deliverables across South Africa by all vendors on a national level.
Communication and co-ordination
- Resolve roadblocks as necessary for effective and timely implementation/maintenance/Operations of security and generators
- Summarise and report on progress and issues relating to implementation/maintenance/operations of civil, generators and security
- Maintain good relationships with the vendors/3rd party contractors
- Interface with all relevant MTN’s regions to address civil, generators and security issues, whenever necessary
- Keep abreast with National regulations and influence new Provincial policies and procedures in the best interest of MTN
- Monitor national database for abnormal trends and take corrective action
- Control good working relations with all contractors and other departments
- Ensure that all targets and deadlines set are met through daily communication with Regional Heads and Vendors
- Ensure all requests for quotes and works authorisations are raised with the Contractor/s
Financial Management
- Forecast, plan, develop and review transport network operations budgets in line with MTN SA financial requirements
- Ensure transport network operations budgets are optimised
- Manage transport network operations expenditure in line with agreed budgets
- Identify and eliminate non-contributory expenditure
- Manage budgeting and preparing of tenders
People Leadership and Organisational Capability Building
- Lead, develop and coach the Managed Network Services Operations team
- Act as an ambassador and role model for the Technology team by living the brand values and vital behaviors
- Make environment the best place to work
- Improve the employee engagement through the GCA/sentimeter
- Ensure the attraction, development and retention of Planning and Engineering talent
- Build a professional and differentiated Planning and Engineering team
- Ensure a culture of continuous evaluation and improvement
- Drive a culture of high performance, accountability and consequence management
Qualifications
Education:
- 4-year tertiary degree
- MBA or Masters advantageous
Experience:
- Minimum 10 years’ telecoms experience including:
- Manager track record of 5 years or more in technical environment
- Worked across diverse cultures and geographies, advantageous
- Contract managing of vendors/3rd parties in terms of payments, adherence and overall management of contract
- Active and passive implementation
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Responsibilities
Context:
- International Submarine Cables carrying high volume and high value international traffic for MTN, its customers as well as 3rd parties.
- Operating submarine cable infrastructure on behalf of MTN and its consortium co-investors within South African territory, Exclusive Economic Zone (EEZ) and international waters.
- Shared infrastructure require interfacing with counterparts from global operators
- Wide range of technologies and specialist fields requiring an understanding of the maritime and marine environment, geophysical influences and other seabed users in addition tthe optical fibre submarine cable technologies
- Aggregate and balance operational requirements across diverse geographies and supporting varied service platforms
- Integrate requirements from multiple internal and external stakeholders tprovide the relevant services tsupport business requirements
- High impact of decision making due timportance of international traffic and high-cost environment.
Key Tasks:
- Coordinate submarine cable system operational requirements across multiple regions, networks, and cultures
- Carry out preventive maintenance of Submarine Cable terminal station and Data Centre equipment.
- Perform alarm check, performance monitoring, optical measurement, voltage/current check, adjustments and NMS backup.
- Wet plant monitoring & fault localization
- Land Cable monitoring and arrangements for preventative and corrective maintenance
- Perform corrective maintenance on terminal station equipment in coordination with the NOC:
- Make observations
- Initiate corrective procedures or decide on course of action
- Record all relevant observation and results
- Rectify faults or notify responsible section
- Perform first line equipment repair or notify responsible authority
- Implement dispatch procedure for faulty equipment
- Confirm repair
- Compile report on any failure event
- Maintain and update system maintenance documents
- Implement work orders for new circuit activations in conjunction with the NOC, capacity owner, other stations and local terrestrial networkstaff.
- Troubleshoot alarms, resolve and/or escalate any abnormality on a daily basis.
- Inventory management of installed and spare inventory.
- Monitor and assist with maintenance activities of suppliers
- Implement and maintain all interconnectivity/cabling on ODFs based on WOs for MTN and other submarine cable parties.
- Provide first line maintenance on MTN terrestrial backhaul network equipment at landing station and data centre.
- Implement submarine cable protection and awareness programs.
- Prepare operational reports (daily, weekly, monthly, quarterly)
- Perform scheduled system routine procedures and record results in the prescribed manner.
- Implement changes prescribed by the system controlling body in accordance with the system maintenance procedures.
- Ensure accurate interpretation of performance parameters and impairment budgets, and work with the relevant system body/ies and Maintenance Authority tensure prompt resolution of all impairments.
- Review and update the System Joint System Maintenance Documentations (JSMD) or any other documentation as regards the management and operations of Submarine transmission within agreed deadlines.
- Perform emergency operational procedures at odd hours in event of failures on call-out basis.
- Attend Submarine System training courses
- Ensure that safety procedures are adhered tat all times
Supervisory / Leadership / Managerial Tasks:
- Operate across multiple cultures, languages time zones and stages of development within MTN regions and the rest of the World.
- Communicate actively throughout Group, Opcand central structures, as well as 3rd party project structures and Consortiums.
- Technical representation in operations and maintenance related negotiations
Role Dependencies:
- Coordinate requirements across multiple Opcos and 3rd party operators
- Facilitation role facing international operators and vendors on the one side and Opcos on the other
Creativities (improvement/innovation inherent)
- Define processes and procedures in a newly established function
- Balance requirements between many stakeholders
- Analyse the requirement for new or adapted policies and processes
Collaboration: Refers tformal and informal relationships
- Responsibility towards:
- matrix reports,
- key customers,
- key suppliers,
- relations, etc.
- Discretionary Space: The degree twhich individuals are allowed texercise independent thought and judgement.
- Independent thought and Judgment:
- Need tadhere tthe delegation of authority as determined by Management
- Equipment and configuration selection within the boundaries of the Procurement policy
- Writing of operation policies and procedures pertaining International transmission infrastructure
- Authorities:
- International submarine cable operations, cable protection, cable station and data centre maintenance
- Suggest and influence Technical maintenance, hosting and configuration decisions
Minimum Requirements
Education:
- Technical/Engineering Diploma (Electrical Engineering) – Mandatory
- IT certificate/diploma will be an advantage as additional qualification
Experience:
- 5 years in Telecommunications, with minimum 3 years operational experience of optical fibre Transmission and Interconnection systems -
Required
- Experience in international transmission environment - Preferred
- Submarine Cable System operational experience - Preferred
- Exposure tvendor negotiations
- Exposure tcross-functional project teams
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Job Outcomes / Results
- Successful management and implementation of high-quality, scalable, and reliable Converged solutions.
- Timely and cost-effective completion of engineering projects, meeting Business Line technical requirements.
- Deliver a robust and high-performing network infrastructure that meets or exceeds service quality standards and customer expectations.
- Implement cutting-edge technologies and innovative engineering practices that keep the
- Business Line area at the forefront of the telecommunications industry.
- Ensure full compliance with industry regulations and standards while effectively managing technical risks
Responsibilities
Key Activities & Responsibilities
- Solution Execution and Strategy Enablement
- Develop and execute strategic plans for implementation of engineering solutions that align with company objectives and the solution product domain’s overall objectives goals.
- Provide leadership and direction to engineering teams, ensuring alignment with overall strategic vision.
- Provide technical guidance and oversight in the design, implementation, and optimisation of engineering solutions within the
- Converged solutions product area.
- Drive innovation, ensuring reliability, and enhancing the performance of the Converged solutions infrastructure to meet customer demands and support MTN SA and MTN Innovation objectives.
- Assist in the translation of priority sector and client needs into compelling Business Line solutions and assets across solution/
- product domains that drive compelling business value.
- Manage vendor relationships and ensure compliance with industry standards and regulations.
- Collaborate with Pre-Sales, Solution Sales Operations and Architectures to establish commercial constructs for business development solutions.
- Operational Delivery
- Oversee the end-to-end execution of engineering projects, including input into design, implementation, and optimization phases.
- Manage project timelines, resources, and budgets to ensure successful delivery and alignment with business objectives.
- Lead engineering team to deliver on the successful implementation of high-quality, scalable, and reliable Converged solutions. Work
- closely with the product engineering and IT teams to develop and implement technical solutions that align with organisational goals.
- Oversee the provision of Advanced Technical Support (third-level support) to end-users and internal teams, troubleshooting complex
- issues related to software systems and ensuring timely resolution.
- Ensure the seamless implementation of engineering solutions and associated functions for the business line, including the integration
- of new technologies, processes, and systems.
- Monitor and manage all related activities to guarantee that they are executed according to project specifications, business
- requirements, and quality standards. Provide guidance and support throughout the implementation phase to address any challenges
- and ensure successful outcomes aligned with business line objectives.
- Cultivate strong partnerships with various internal teams and external partners.
- Participate in effective interlock processes and ways of work regarding solution development and commercialisation with solution/
- product domains and other core teams.
Governance, Policies, Procedures
- Facilitate collaboration between internal teams and partners to drive joint initiatives and resolve issues.
- Represent the engineering team in meetings with stakeholders, providing updates on project status, risks, and recommendations.
- Participate in governance forums and required and ensure solutions developed comply with the Business Line standards defined.
- Identify, propose and implement technology and digital enablers to improve standards and compliance. Work in alignment with Group
- standards, practices, policies and principles.
- Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and
- procedures.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage
- impacts on resources, cost and productivity.
- Where required, set up and participate in operational and tactical meetings.
- Budget Management/ Cost Control
- Develop periodic budgets and plans for the team and collaborate closely with Senior Manager in the process.
- Forecast, plan, develop and review the budget and secure the necessary approvals.
- Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
- Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
- Ensure that all MTN company financial targets are met
- Ensure Vendor & IT costs are effectively managed
- Continuous Improvement
- Drive best practice, continuous improvement and innovation at process and procedure level within area (e.g. technology, processes etc.)
- Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated
- Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
Qualifications
Education
- 3-year tertiary qualification/ degree in
- Computer Science, IT or Engineering
- Cloud Certification with, at least one global
- hyperscaler
- Microsoft Certified Professional
Experience
- At least 5 years related experience in ICT engineering, with a focus on network design, systems implementation, and optimisation.
- Led and managed a team in a complex engineering function (design, development, testing, and deployment)
- Proven track record of successfully delivering on large-scale engineering projects within a telecommunications or technology-driven environment.
- Knowledge of B2B Technology architecture and technology innovations.
- Strong understanding of telecommunications infrastructure, including product line knowledge (cloud/ UCC etc).
- Ability to deliver multiple solutions.
- Worked across diverse cultures and geographies advantageous.
Skills
- Business Acumen
- Analytics and Interpretation
- Strategic Thinking
- Domain specific technical expertise
go to method of application »
Responsibilities
The Senior Manager: ESG Impact & Reporting will be accountable to achieve the following objectives:
- Lead relevant stakeholder engagement with various teams to align strategic reporting efforts with disclosure priorities, goal setting, and programmatic development.
- Implement the Group’s ESG transparency & disclosure procedures, and mechanisms.
- Deliver MTN’s suite of ESG reports and publications in alignment with international standards, incorporating UN SDG contribution and True Value assessment (reports include Sustainability, Transparency, GRI, UNGC, CDP etc.).
- Enhancing MTN’s ESG performance across various indexes and ratings agencies, including Sustainalytics, MSCI, FTSE, Bloomberg, S&P Global and others - through gap assessments, intervention development and continuous performance tracking.
- Enhance and monitor the Group’s overall ESG performance indicators and setting up of continuous assurance process working with Group Internal Audit & Forensics.
- Ensure ESG Index linked to Short-Term and Long-Term incentives are tracked and audited on a periodical basis.
- Responding to ESG Investor queries and support reporting requirements working with Group Investor Relations.
- Support investment teams in their engagement with external stakeholders on ESG and Impact matters, including assisting with due diligence assessments.
- Implement, and oversee ESG knowledge and data management processes, systems, and database.
- Implement ESG learning modules and programmes for management, staff, and suppliers to entrench ESG into the culture of the organisation.
- Ensure MTN’s monthly and quarterly reporting to Group Board, Social and Ethics Committee and Executive Committee and other management reporting.
- Benchmark disclosure practices, conduct ESG gap analyses, and make recommendations for enhancements in policies, programs, and disclosure.
- Work cross functionally to engage, track, and advise on a broad set of ESG topics with related KPIs and deliverables.
- Translate ESG issues into compelling narratives for issue briefs, status reports and other communications.
- Co participate in shaping the external narrative on complex social impact and responsibility topics, partnering with multiple internal stakeholders.
- Track emerging ESG developments and market intelligence of strategies in order to address them across the business and their impact on global impact strategy.
- Maintain visibility throughout the broader organization on the ESG and Impact performance of the business and portfolio as well as serve as the business advocate internally for communicating this key value.
Key Deliverables
- ESG Suite of Reports & Publications aligned to international standards
- Continuous ESG Disclosure Mechanisms
- ESG Data Management System & Analysis
- ESG Research and Analysis
- ESG learning modules & programmes
Role Dependencies
- Working across functions, businesses, and markets
- Deep understanding of the MTN business strategy
- Accuracy and detailed orientated
- Timely recommendations for decision-making and rapid response
- Working closely with Group Investor Relations, Finance & Tax on reporting suite
Qualifications
Education:
- Degree in Business Management, Data Analysis, or equivalent field.
- Postgraduate degree
- Masters/MBA advantageous
- Relevant certification / accreditation / membership with professional body as required for role
Experience:
- Manager track record of 5 years or more; with at least 3 years in relevant sector / industry/ area of specialisation
- Relevant sector, industry, or area of specialisation experience (understanding emerging markets advantageous).
- Worked across diverse cultures and geographies.
- Experience working in a medium to large organization would be advantageous.
- Experience with ESG reporting standards and frameworks, e.g., SASB, GRI, TCFD, and experience producing ESG reporting and disclosures content for a global audience and different stakeholders.
- Strong command of the ESG subject matter and landscape and able to demonstrate sector expertise.
Competencies:
- Business acumen to understand business risk and challenges, and recognise corporate opportunities
- Excellent project management and communication skills
- Results Achiever
- Relationship Builder
- Innovative Value Creator
- Operationally Astute
Other:
- Regional and international travel may be required
- Fluent in English.
- Ability to communicate in French and other African languages would be advantageous
go to method of application »
Responsibilities
Strategy Enablement
- Support the execution of Customer Success and Tech Operations strategies by ensuring the smooth operation of IT services and the effective adoption of new technologies within Converged Solutions.
- Align incident and problem management processes with the organisation's broader objectives, ensuring they contribute to overall business goals and long-term customer satisfaction.
- Act as a strategic partner by providing insights and recommendations on how IT services can better enable business transformation, operational efficiencies, and enhanced customer experiences.
- Operational Delivery
- Lead and manage the response to IT incidents, ensuring swift resolution to minimize service disruptions and downtime.
- Implement and enforce a structured incident management process, ensuring all incidents are logged, categorized, prioritized, and resolved within agreed service levels (SLAs).
- Coordinate with cross-functional teams to expedite incident resolution and maintain communication with all relevant stakeholders
- throughout the incident lifecycle.
- Identify and analyze recurring problems and root causes that could lead to future incidents.
- Develop and implement problem-solving initiatives to reduce incident frequency and eliminate root causes.
- Maintain a problem management database to track the lifecycle of recurring issues and resolutions, sharing lessons learned to prevent similar occurrences.
- Drive the integration and adoption of emerging technologies that streamline operations and reduce manual processes within IT services and support.
- Work closely with technology partners and vendors to ensure successful rollouts and updates of IT solutions.
- Educate and train end-users and internal teams on new technologies, ensuring smooth transitions and optimized usage.
- Provide a robust support function to OpCos by resolving IT-related issues efficiently and ensuring minimal impact on business operations.
- Work closely with service desk function that acts as a point of contact for troubleshooting issues across Converged Solutions.
- Ensure customer-centric service delivery, with a focus on improving the overall experience for internal users and external customers.
- Participate in effective interlock processes and ways of work regarding solution development and commercialisation with solution/ product domains and other core teams.
Service Reporting and Performance Monitoring
- Develop and maintain service level reporting, providing insights into the performance of incident and problem management processes.
- Ensure that service level agreements (SLAs) are met and exceeded by tracking key metrics such as response times, resolution times,
- and customer satisfaction.
- Provide management with regular reports and dashboards highlighting performance trends, incident volumes, problem resolutions, and areas of improvement.
Governance, Policies, Procedures
- Identify potential risks related to service disruptions and implement preventive measures to mitigate those risks.
- Ensure compliance with internal governance and external regulations, particularly around IT service continuity, data privacy, and security protocols.
- Conduct regular risk assessments and audits of IT services and related processes, making recommendations for improvements to enhance service resilience and security.
- Facilitate collaboration between internal teams and partners to drive joint initiatives and resolve issues.
- Participate in governance forums and required and ensure solutions developed comply with the Tech Operations standards defined.
- Identify, propose and implement technology and digital enablers to improve standards and compliance. Work in alignment with Group standards, practices, policies and principles.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.
- Where required, set up and participate in operational and tactical meetings.
- Continuous Improvement
- Stay updated with the latest trends and developments in IT service management, ensuring the organization is prepared to adopt innovative practices and technologies.
- Drive best practice, continuous improvement and innovation at process and procedure level within area (e.g. technology, processes
- etc.)
- Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated
- Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
-
Qualifications
- 3-year tertiary qualification/ degree
- (Commercial/ Technical) in related field
- Relevant certification/ additional requirements advantageous
- At least 5 years related experience in in IT service management, with a strong focus on incident and problem management.
- Proven ability to manage large-scale IT incidents, minimize downtime, and resolve recurring issues to prevent future incidents within a telecommunications or technologydriven environment.
- Experience working in cross-functional teams, coordinating between IT, operations, and other business units
- Experience in managing end-user support functions with a strong focus on customer success
- Worked across diverse cultures and geographies advantageous.
go to method of application »
Responsibilities
Strategy Enablement
- Support the execution of Customer Success and Tech Operations strategies by ensuring the smooth operation of IT services and the effective adoption of new technologies within Converged Solutions.
- Align incident and problem management processes with the organisation's broader objectives, ensuring they contribute to overall business goals and long-term customer satisfaction.
- Act as a strategic partner by providing insights and recommendations on how IT services can better enable business transformation, operational efficiencies, and enhanced customer experiences.
- Operational Delivery
- Lead and manage the response to IT incidents, ensuring swift resolution to minimize service disruptions and downtime.
- Implement and enforce a structured incident management process, ensuring all incidents are logged, categorized, prioritized, and resolved within agreed service levels (SLAs).
- Coordinate with cross-functional teams to expedite incident resolution and maintain communication with all relevant stakeholders
- throughout the incident lifecycle.
- Identify and analyze recurring problems and root causes that could lead to future incidents.
- Develop and implement problem-solving initiatives to reduce incident frequency and eliminate root causes.
- Maintain a problem management database to track the lifecycle of recurring issues and resolutions, sharing lessons learned to prevent similar occurrences.
- Drive the integration and adoption of emerging technologies that streamline operations and reduce manual processes within IT services and support.
- Work closely with technology partners and vendors to ensure successful rollouts and updates of IT solutions.
- Educate and train end-users and internal teams on new technologies, ensuring smooth transitions and optimized usage.
- Provide a robust support function to OpCos by resolving IT-related issues efficiently and ensuring minimal impact on business operations.
- Work closely with service desk function that acts as a point of contact for troubleshooting issues across Converged Solutions.
- Ensure customer-centric service delivery, with a focus on improving the overall experience for internal users and external customers.
- Participate in effective interlock processes and ways of work regarding solution development and commercialisation with solution/ product domains and other core teams.
Service Reporting and Performance Monitoring
- Develop and maintain service level reporting, providing insights into the performance of incident and problem management processes.
- Ensure that service level agreements (SLAs) are met and exceeded by tracking key metrics such as response times, resolution times,
- and customer satisfaction.
- Provide management with regular reports and dashboards highlighting performance trends, incident volumes, problem resolutions, and areas of improvement.
Governance, Policies, Procedures
- Identify potential risks related to service disruptions and implement preventive measures to mitigate those risks.
- Ensure compliance with internal governance and external regulations, particularly around IT service continuity, data privacy, and security protocols.
- Conduct regular risk assessments and audits of IT services and related processes, making recommendations for improvements to enhance service resilience and security.
- Facilitate collaboration between internal teams and partners to drive joint initiatives and resolve issues.
- Participate in governance forums and required and ensure solutions developed comply with the Tech Operations standards defined.
- Identify, propose and implement technology and digital enablers to improve standards and compliance. Work in alignment with Group standards, practices, policies and principles.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.
- Where required, set up and participate in operational and tactical meetings.
- Continuous Improvement
- Stay updated with the latest trends and developments in IT service management, ensuring the organization is prepared to adopt innovative practices and technologies.
- Drive best practice, continuous improvement and innovation at process and procedure level within area (e.g. technology, processes
- etc.)
- Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated
- Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
-
Qualifications
- 3-year tertiary qualification/ degree
- (Commercial/ Technical) in related field
- Relevant certification/ additional requirements advantageous
- At least 5 years related experience in in IT service management, with a strong focus on incident and problem management.
- Proven ability to manage large-scale IT incidents, minimize downtime, and resolve recurring issues to prevent future incidents within a telecommunications or technologydriven environment.
- Experience working in cross-functional teams, coordinating between IT, operations, and other business units
- Experience in managing end-user support functions with a strong focus on customer success
- Worked across diverse cultures and geographies advantageous.
Method of Application
Use the link(s) below to apply on company website.
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