January 27th, 2022 at 07:08 am
IT application support will form part of an MTN GC technology operation organization team responsible for resolving or escalating IT applications and infrastructure issues. This candidate will provide Level 1 billing support to the business performing root cause analysis and suggest improvement plans where required.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)
The role will be accountable to achieve the following objectives:
- Provide L1 billing support to MTN GC business teams that have been logged via the ticket system.
- Performing root cause analysis and suggest improvement plans where required.
- A level of competence in the use of analytical techniques to identify problems.
- Manage cases/tickets reported, perform root cause analysis, and suggest improvement plan.
- Escalates problem cases/tickets to the right person in case of complex problems.
- Deliver support within the predefined SLA’s.
- Provide regular updates and recommendations to business.
- Interacts with other groups and communicate with end-users and other stakeholders to provide timely and accurate information and status.
- Act with a sense of urgency and professionalism to internal and external inquiries via email and phone.
- Identify billing errors and works together with other stakeholders to resolve.
- Ability to work accurately under stressful situations.
Job Requirements (Education, Experience and Competencies)
Education:
- Minimum 3-year Academic Diploma in Information technology
- Fluent in English and language of country (preferable)
Experience:
- Minimum 2 years’ experience in Telecom billing
- Minimum of 2 years’ experience in Billing operations, support and maintenance
- Proficiency in Service Now
- Strong verbal and written communication skills to communicate effectively with business partners and other engineers.
- Knowledge and practical experience within the Telecommunications industry
- Being a self-starter and the ability to work unsupervised is essential
- Worked across diverse cultures and geographies (advantageous) .
Competencies:
- Implementers, Decisive Problem Solver, Best Practice Value Creator
- Culture and Change Champion, Guiding People Manager, Relationship Builder
- Results Achiever, Operationally Astute
- Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
- Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on one’s feet, fast thinker.
- Ability to understand and communicate high level technical concepts.
- Process driven; leverage existing processes to efficiently execute duties.
- Ability to work with the customer and to involve the right people; solicits input, knows and plans for stakeholder impact. Self-motivated, independent worker, driven to complete tasks quickly
- Ability to balance’s priorities and manage workload effectively.
- Quickly adapts approach as the situation changes.
- Detail-oriented individual to ensure all issues are resolved to customer satisfaction.
Other:
– Regional and international travel (if required)
Click here to read more and apply
Closing Date : 30th Jan. 2022