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Technical Operations &
Service Delivery Senior Manager
The role provides
technical operations support, managing a support desk which includes end user
1st and 2nd line support, customer onboarding, vendor management, and testing
support of MTN Kenya network and infrastructure.
Key Responsibilities:
Reporting to the
Managing Director, the candidate will be responsible for:
Managing the Service
Operation Center (SOC) which is a highly specialized area that focuses on improving
the availability, performance, and integrity of network services, managing the
End-to-End (E2E) customer experience. SOC services and/or responsibilities
include, amongst others:
- Service design & modelling, which must take
into consideration business requirements and include evaluation and
selection of data sources for monitoring. - Real-time monitoring of services, which includes
initiating and managing service alerts, performing localization analysis,
correlation, and filtering. - Recording service quality degradations as trouble
tickets (TT) and assignment of each TT to the appropriate area responsible
for their timely resolution. - Service incident & problem management,
including diagnosis, follow-up, and restoration of incidents, and
investigating trends and performing root cause analysis for problems. - Manage the MTN Kenya IT infrastructure and ensure
the security policy are comply to MTN group security policy. - Manage the network infrastructure connectivity and
availability to meet customers defined service level agreements. - Manage the network operation and maintenance and
ensure that any changes are made according to the change policy and
procedure defined by Group IT. - Ensure that the customer solution design is
meeting its needs and implement it accordingly. - Ensure customer service delivery is done according
to the agreed timeline in the SLA. - Prepare the network budget according to the
business needs, the capacity utilization and other parameters leading to
the business growth and continuity - Ensure the approved service management tool
(Service Now) by MTN Group is integrated and captures all the service
workflow of all operations. - Manage the monthly SLA reports on support issues,
correspondent status, aging & blocking factors - Ensure customer service performance is up to
standards - Oversee and manage team performance and
productivity - Spearhead cross-functional engagements for service
delivery improvement - Regional and international travel
- Ability to adapt to changing requirements of
business and staff members - Excellent Interpersonal and technical skills
- Excellent organizational skills and attention to
detail - 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
Education;
- Minimum 4 year academic degree
(Engineering/Computer science/Business) - Fluent in English and language
of country preferably - Minimum of 5 years’ experience
- Strong IT background in Telco
environment - Good understanding of the
telecommunication industry – especially wholesale carrier services is
desirable - Experience in a similar role
- Good knowledge of customer
service management - 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 - 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
Support Manager
Job No: 003
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.
Key responsibilities:
Reporting to the Snr Manager: Technical Operations & Service
Delivery, the candidate will be accountable to achieve the following
objectives:
Technical Operations
Provide 1st line support for issues/queries raised by
customers:
- Undertaking
raised tickets and preliminary communication with end user - Analyse
impact of incidents and provide feedback to affected users or business
area - Provide
escalation support to the team to expedite the resolution on incidents - Ability
to find/explore workaround solutions for exceptions not covered in the
initial configurations of the systems
3rd party L3 support
- Liaise
with 3rd lines of support to resolve incidents - Escalate
the resolution of issues - Obtain
3rd lines support, track progress
In addition
- Produce
monthly SLA reports on support issues, correspondent status, aging &
blocking factors - Ensure
customer service performance is up to standards - Support
the deployment of new customer connectivity within project timelines - Required
to, manage workloads, and prioritize work across the team as well as
develop the service delivery organization within Kenya. - Responsible
for resource optimization across the organization. - Oversee
and Manage team performance and productivity - Definition
of ICT strategies, plans, policies, projects and service levels. - Spearhead
cross-functional engagements for service delivery improvement.
Education:
- Minimum
4-year Academic Degree (Engineering/Computer Science/ Business) - Fluent
in English and language of country preferable
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
Competencies:
- 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 - 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
Other:
- Regional
and international travel - Ability
to adapt to changing requirements of business and staff members - Excellent
Interpersonal and technical skills - Excellent
organizational skills and attention to detail. - 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.
Finance Manager
Job No: 002
The ideal candidate will oversee the development and
implementation of sound financial management systems, provide leadership in the
strategic financial planning process, contribute to the implementation of
company strategic policies and ensure timely preparation of reports to support
management decisions.
Key responsibilities:
Reporting to the Managing Director, the incumbent shall be
responsible for;
- Oversees
the co-ordination and preparation of financial projections, financial
budgets and performance and expenditure of departments against approved
operational forecasts through analysis of revenue and expenditure trends
and ensuring adequate controls on expenses are maintained. - Identify,
develop, deploy and retain talented staff including completing performance
appraisals, personal development and succession plans effectively and on
time in accordance with the established performance management system. - Develop
and maintain appropriate financial systems, procedures and controls for
the company. - Assess
the long-term financial trends and review prospects for the future growth
of income and new product areas and plan strategically. - Translate
the company’s medium and long term strategies into Financial Business
Plans and the long range Capital Expenditure Plan. - Work
with the senior management team to ensure correct risk management
procedures are reviewed and updated. - Responsible
for effective Cash Management and Treasury Management systems. - Provide
and regularly review Management Information required by the business and
the Board. - Oversee
legal and regulatory matters, including statutory compliance and
contracting on behalf of the company. - Support
the HR and Administration in payroll management. - Oversee
external audits and ensure implementation of audit queries. - Sponsor
Trustee for the company pension fund. - Authorized
bank signatory for the company - Ensure
timely reporting of management accounts and annual financial statements in
line with reporting standards for the purposes of monitoring operations. - Prepare
and submit departmental budgets for approval to the Executive Management
and the Board and ensure effective monitoring and management of costs. - Oversee
the maintenance of the fixed assets register and administrative management
of property which includes insurance, maintenance and payment of rent. - Manage
the company’s tax matters. - Oversee
the collection and billing of revenue
Education:
- An
undergraduate degree in Finance or Accounting. - Professional
accounting qualifications – CPA, ACCA, CFA. - Must
be a member of ICPAK in good standing.
Experience:
- At
least 8 years’ experience in middle level management - Good
knowledge in relevant IAS’s and IFRS’s. - Good
understating of the tax laws. - Good
analytical skills. - Good
knowledge of the market economics and the industry as a whole
Competencies:
- Excellent
leadership qualities. - Good
interpersonal and communication skills. - Ability
to maintain confidentiality, tact and diplomacy skills. - Ability
to multi-task, prioritise and pay attention to detail. - Negotiation
and persuasion skills
IP Support Engineer
Job No: 004
The role will form a part of technical design and support
group responsible of the technical overview of the MTN fixed connectivity
infrastructure as well as to support other business units with the utilization
of the assets. The role will oversee the delivery of IP service to Wholesale,
MTN OPCO.
Key responsibilities:
IP Support Engineer will be accountable to achieve the following
objectives:
- Support
the delivery of IP/MPLS service to the customer - Monitor
the IP/MPLS network and support for design and implementation - Support
IP address management strategy across the OpCo and Global Network border - Support
for delivery of overall product for IP/MPLS global products (IP/MPLS,
Peering, VPN, IP/MPLS and network security services) - Assist
to prepare High Level Design and Low Level Design planning documentation - Align
the Quality of Services definition and KPI across the Global and OpCo
IP/MPLS networks - Support
Developing policies and procedures for the Global IP/MPLS network - Perform
automated off-line MPLS traffic engineering, leveraging exclusive
algorithms that optimize resource utilization and ensure service
survivability - Interface
with MTN Kenya sales, business development and other technical business
units and support the design of enterprise grade multi-country networks
(for GEBU) - Be
proactive in recommending improvements to the OpCo IP/MPLS
network infrastructure in the drive for best in class service
availability and reliability - Support
Defining SLAs and customer-specific reporting of this service, both
internal (OpCos) and external end customers - Provide
higher technical support to OpCo operations teams with regards to IP/MPLS
infrastructure and escalate to vendors the major issues - Act
as an interface between the internal / and external customers and provide
all parties with expert engineering support - Support
Defining and update the existing installed base of networks & products
across MTN Group as part of a product catalogue - Address
possible future requirements of customers in product roadmap using market
insights and research - Continuously
identify key gaps in the infrastructure in order to create a homogeneous
global IP/MPLS based on market priorities - Manage
vendors with particular regard to maintenance agreements, incident
management and software deployment and circuit provision - Supervise
IP/MPLS services’ implementation covering
the installations, testing &
handover
Education:
- Minimum
3 Year Academic Degree in Technical/ Engineering Degree/Diploma or similar
qualification - CCNA,
CCNP or equivalent Associate and professional certification - English,
ideally Swahili
Experience:
- 5+
years in relevant experience in the international telecommunication
wholesales infrastructure industry in IP/MPLS Network Solution and
Architecture design, configuration and testing - Relevant
experience with IP networks, Minimum of 3 years of experience with
multiservice platforms, routing platforms, routing protocols
SIS/RIP/RSVP/OSPF/BGP/ BGP/ and troubleshooting down to packet level
Competencies:
- Ability
to maintain a large network with complex network technology - Excellent
TCP/ IP networking skills - Detailed
knowledge on the international telecommunication infrastructure industry
in regard to latest industry trends and competitive landscape within the
MTN footprint - Strong
understanding of IP networks, with proven experience with MPLS technology
including L2/L3 VPN and traffic engineering - Effectively
manage processes and solutions to maximize efficient work within the
business unit Desire to provide inputs for new product development and
management - High
communication and presentation skills to efficiently manage partners,
customers an colleagues within MTN business units - Strong
analytical skills to be able to execute market analysis, competitor
landscape reports and customer monitoring - Understanding
the connectivity infrastructure wholesales landscape with a focus of
emerging markets - Work
proactively across multiple cultures and languages within the MTN
footprint countries - Strong
computer literacy
Other:
- Regional
travel - Able
to motivate and inspire team members across multiple MTN footprints
Transmission Support Engineer
Job No: 005
The Transmission Support Engineer will form a part of a
highly skilled group of technical and management experts who are responsible of
the technical overview. Fixed connectivity infrastructure as well as
to support other business units with the utilization of the assets, he/she will
provide support of the solution design and implementation of the carrier
wholesale as well as planning and implementation of the infrastructure required
to expand Kenya fixed infrastructure and MTN Global international connectivity.
Key responsibilities:
- The candidate will
be accountable to achieve the following objectives: - Manage
the end to end solution implementation of L2VPN, L3VPN and SDH P2P or P2MP - Support
on delivery of end-to-end wholesale capacity and managed network services
(MPLS), both internationally and domestically within the OpCo - Support
all capacity restoration in case of submarine or terrestrial cable cut - Implement
work around solutions whilst permanent solutions are being negotiated to
alleviate capacity bottleneck - Identify
future capacity requirement spikes due to market changes and provide
inputs to the capacity management team - Support
the delivery of systems through 3rd parties - Support
for Global Network expansion (links and infrastructure) - Provide
various reports for wholesale to monitor the network and the services - Liaise
with network and technology teams in OpCos to understand the fixed
infrastructure landscape in the countries and support in the maintenance
of the fixed asset register - Liaise
with the GEBU SPOC and with the Enterprise business units to implement
multi-country enterprise fixed line solutions - Ensure
full customer satisfaction over the wholesale/solution delivery and
support process
Role Deliverables
- Deliver
the best service support on Connectivity service - Analysis
of the utilization of the current connectivity infrastructure - Optimized
the transmission network to ensure network resiliency - Follow
and manage submarine and terrestrial cable roll-out. - Updated
Opco implementation strategies - Operational
presentation
Education:
- Minimum
3 Year Academic Degree in (Engineering or Computer Science or Business
Administration) - CCNA,
CCNP or equivalent Associate and professional certification - PMP
or equivalent Project Management certification (as an advantage) - English,
Swahili, and French (as an advantage)
Experience:
- At
least 5 years experience in Telecommunications, with both planning and
operational experience - At
least 2 years experiences in fixed infrastructure and IP environment - Experience
in OTN, WDM, and SDH - Experience
on Huawei transmission equipment (OSN) - Experience
on Cisco and Huawei IP equipment (NE40) - Experience
in multi-country network solutioning - Experience
on technical specification and procurements processes
Competencies:
- Key
business soft skills including but not limited to problem-solving,
information processing, analytical understanding of key industry trends,
influencing and motivating team members - Data
interpretation, quality focus, continuous improvement, keen to innovation
and research and development, risk management and reporting skills - Strong
communication skills - Highly
client-driven interactions
Third-Party Reporting & Performance
Job No: 006
The role will be responsible for the development and implementation
of the 3rd Party reporting processes and standardization for MTN Kenya,
providing Service Consultants and Vendor Management with regular reporting and
analysis. Understand 3rd Party contractual obligations, SLA and
Vendor Managements requirements and participate in cross-functional teams for
analysis of issues.
Key responsibilities:
The candidate will be accountable to achieve the following
objectives:
- Produce
monthly SLA reports intended for Vendor Management and Service
Consultants. as directed and required - Identify,
service improvement initiatives with defined and measurable KPI’s - Develop,
enhance customer dashboards and automated reports - Engage
with BI team to drive automation and value-added reporting for internal
and external consumption - Coordinate
with Vendor and SLA Manager to drive internal service improvement
initiatives including measurement of improvement as well as identifying
key areas for improvement and consistent monitoring to ensure improvement
areas have been achieved.
Key Deliverables
- Report
KPI achievements for Operational KPI’s - Analysis
of reports and provide insights to problem management and business
Education:
- Minimum
3-year Academic Degree (Engineering/Computer Science/ Business) - Fluent
in English and language of country preferable
Experience:
- Minimum
of 5 years’ experience in customer reporting - Strong
IT background in Telco environment - Good
understanding of the telecommunication industry – especially wholesale
carrier services is desirable - Experience
in global/multinational enterprise, coupled with working in emerging
markets - Proven
track record of business improvement and reporting - Strong
analytical skills
Competencies:
- 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 - Maturity
to handle ambiguity and adaptive to dynamic environment - Strong
technical and analytical skills
Other:
- Regional
and international travel - Excellent
Interpersonal skills - Excellent
organizational skills and attention to detail - 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
Marketing Specialist
Job No: 007
The role will be responsible for local competitive analysis, NPS
reporting, marketing activities, and internal and external communications from
an operational perspective.
The Specialist will support the Commercial Manager to drive
marketplace strategic positioning of connectivity services to maximise revenues
from MTN Kenya’s fixed network capacity and connectivity, as well as other
assets (e.g., satellite).
Key responsibilities:
- The Marketing
Specialist will be accountable to achieve the following objectives: - Support
the Commercial Manager for the execution of the marketing plan and budget
allocation activities - Operate
local competitive analysis, NPS survey/customer insights & MTN Kenya
brand related activities as well as various tactical marketing tasks - Concept,
design, implementation & tracking of tactical activities for events - Internal
& External Communications in collaboration with the Commercial Manager
and in full alignment with MTN Group Marketing Manager - Provide
analysis and reporting to the functional group streams on competitive
analysis
Education
- Minimum
3 Year Academic Degree in (Marketing, Sales, PR, Business Administration,
Commerce or Engineering)
Experience:
- 3+
years’ experience in Marketing and or analytics within the
telecommunication space, preferably in the wholesale/EBU/Digital wholesale
environment - Proven
track record in B2B marketing (ideally ICT) including digital marketing,
research - Project
Management skills and Microsoft Power BI - Fixed
connectivity business experience (desired)
Competencies:
- Understanding
of the fixed connectivity market dynamics and the wholesale/EBU landscape - Excellent
professional expertise and market knowledge, including good understanding
of the fixed telecommunication competitive environment - Microsoft
Power BI - Strong
public relations and interpersonal skills to be able to function across
multiple business lines - Strong
networking skills to build MTN professional relationships - Strong
analytical, organisational and planning skills,Microsoft
Power BI and Microsoft Office - Strong
customer focused approach - Effective
oral and written communications and public relations as well as excellent
negotiation skills to be able to function across multiple business lines - Entrepreneurial
mindset - Project
management skills
Other:
- Ability
to adapt to changing requirements of business and staff members
Product Specialist
Job No: 008
The Specialist will execute the wholesale carrier services and
product roadmap, the EBU one, and coordinate the wholesale carrier services
product catalogue for Kenya. The role will be responsible to implement new
carrier services products, including coordinating the product definition and
delivery cycle, pricing and technical and commercial specification definitions
aligned to market trends and commercial requirements from sales and commercial
teams. The Specialist will liaise with the wholesale and EBU teams to
develop a unified wholesale and enterprise approach, as well as with MTN Group
product specialists and management for guidance.
Key responsibilities:
The Product Specialist will be accountable to achieve the
following objectives:
- Support/adapt
the development and management of the Kenya carrier roadmap and product
plans, working into the wider Unified Communication and Connectivity
Portfolio to build a single connected platform between wholesale and
Enterprise - Coordinate
the implementation of the carrier services product catalogue, including
specification and pricing for new products - Collaborate
with sales/commercial to understand key needs and requirements from a
carrier service perspective and incorporate them into the Kenya product
catalogue and plan - Provide
input to business cases for product implementation - End
to end ownership of product implementation – project management that can
cover different individuals and teams - Provide
input for pricing, based on demand analytics and intelligence of
competitive carrier services pricing - Provide
input for carrier services profitability and management of product economics
for this line of business - Implement
a customer experience plan and ensure customer satisfaction - Ensure
the processes are defined to accommodate for fault handling and
resolution, as well as fraud detection/prevention/response - Provide
stakeholders with updated high-quality product collateral, target prices
and discount matrices across routes and accounts - Track
and manage the product commercial and service performance, recommend and
deliver on continuous improvements (revenue uplift and cost reduction),
including product upgrades and changes, under the guidance of the manager - Collaborate
with stakeholders to provide sales, operational, competitor, market and
product insights - Monitor
the product implementation, launch and FAB processes. - Competitor
analysis and benchmarking in collaboration of the Commercial Manager
Role Deliverables:
- Execution
of the agreed carrier services product road map and strategy - Coordination
of the carrier services product catalogue - Key
point of contact for carrier services products - Product
cost recover - Minimum
4-year Academic Degree (BBA, Engineering /Computer Science) - English
Experience:
- 5+
years relevant commercial experience in the fixed line international
telecommunication industry preferably in enterprise/carrier product business - 2+
years of relevant product experience - Competencies:
- Able
to work effectively with multiple stakeholders - Strong
analytical skills to adequately anticipate demand and propose investment
decisions - A
working knowledge of business practices – Knowledge of risk management (a
risk taker who carefully considers risk/reward) and business development - Ability
to identify key issues in a situation and to think creatively and
strategically in facing internal and external challenges - Strong
computer literacy - Understanding
the Kenya connectivity infrastructure wholesale landscape, - Ability
to adapt to changing requirements of business and staff members - Excellent
interpersonal skills
How To Apply
Qualified candidates are invited to send their applications and
detailed CV, including qualifications, experience, present position and current
remuneration.
The forwarding e-mail and cover letter must clearly indicate the
job title on the subject line.
Send your application to hr.ke@mtn.com by 11th November
2021 before 5:00 pm East African time.
MTN Business Kenya reserves the right to accept or reject any
application. Only short-listed candidates will be contacted.
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