17 Jan 2023

Team Lead: Service Desk Monitoring at MTN GlobalConnect

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Job Description


Mission/ Core purpose of the Job

The role will be responsible for providing operational monitoring support, managing a monitoring support desk team which monitors the GlobalConnect services for Roaming, Signaling, Messaging, IT, IP/MPLS areas as well as customers.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

Technical Operations

  • Provide monitoring for the GlobalConnect internal and external customers:
  • Raising tickets and communicating with end users
  • 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
  • Incident tracking and major incident management
  • Produce reports on support team performance around issues, correspondent status, aging & blocking factors
  • Ensure teams customer service performance and communications is up to standards
  • Support the monitoring deployment of new customer connectivity within project timelines.
  • Required to, manage workloads, and prioritize work within 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

Job Requirements (Education, Experience and Competencies)

Education:

  • Minimum 3-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.




Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 29th Jan, 2023




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