Manager, Support – MTN Global Connect Jobs at MTN Ghana

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Manager, Support – MTN Global Connect Jobs at MTN Ghana

MTN Ghana is seeking to recruit qualified and experienced candidates for the following position: Manager, Support – MTN Global Connect

Job Summary:

The role will be responsible for providing Technical operations support, managing a support desk which includes end user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, IP/MPLS areas.

Job Role

Technical Operations

Provide 1st line support for issues/queries raised by customers:

  • Undertaking raised tickets and preliminary communication with end users
  • Then, Analyse impact of incidents and provide feedback to affected users or business area
  • Also, Provide escalation support to the team to expedite the resolution on incidents
  • Moreover, Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems

3rd party L3 support.

  • Firstly, Liaise with 3rd lines of support to resolve incidents
  • Secondly, Escalate the resolution of issues
  • Thirdly, Obtain 3rd lines support, track progress
  • Also, Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
  • Then, Ensure customer service performance is up to standards
  • Moreover, Support the deployment of new customer connectivity within project timelines
  • Thereafter, Required to, manage workloads, and prioritize work across the team as well as develop the service delivery organization within Kenya.
  • Afterwards, Responsible for resource optimization across the organization.
  • In addition, Oversee and Manage team performance and productivity
  • Last but not least, Definition of ICT strategies, plans, policies, projects and service levels.
  • Finally, Spearhead cross-functional engagements for service delivery improvement

Context :

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. This function must therefore ensure successful delivery in the context of:

Qualification Required & Experience for this Jobs at MTN Ghana

To begin with, Education

  • Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
  • Fluent in English and language of country preferable

Then, Experience

  • Minimum of 5 years’ experience
  • Strong IT background in Telco environment
  • Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
  • Experience on a similar role
  • Good knowledge of the OSS and BSS system architectures

Also, Professional/Technical competencies:

  • Have the ability to work effectively with multiple stakeholders in a multi-cultural environment
  • Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
  • The ability to provide direction and leadership towards multiple business units with the organization
  • Maturity to handle ambiguity and adaptive to dynamic environment
  • Strong technical and analytical skills

Afterwards, Physical Skills/ Competencies:

  • Regional and international travel
  • Ability to adapt to changing requirements of business and staff members
  • Have excellent Interpersonal and technical skills
  • Excellent organizational skills and attention to detail.
  • Must have excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.

Location: Accra

How To Apply For The Jobs at MTN Ghana

Interested and qualified applicants should send their Curriculum Vitae to: [email protected]

Kindly indicate the title of the role as the email subject and note that only shortlisted applicants will be contacted.

Closing Date: 29 April, 2022

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