RESPONSIBILITIES

Key Performance Areas  

Strategic Input:

• Give input into the areas strategy and assist in translating into near term plans to improve or stabilize the Fixed Network
• Ensuring clarity around priorities and goals for the entire team
• Give input into the first line operational management strategy to achieve operational network targets.   

 Profitable growth:

• Contribute positively to Customer Experience and NPS 
• Ensure all customer incidents are resolved expediently to reduce churn

Operations Management:

• Accountable for the reporting and analysis of the MTN Fixed Network
• Identify and rectify challenges risks that may impact he MTN Fixed Network
• Work with the process owners to ensure any potential solutions are given the correct priority.
• Be responsible for ensuring that any solution that is provided adheres to any corporate Risk and Compliance requirement.
• Monitoring all inspections to ensure network quality.
• Conducting quality audits and surveys. 
• Discussing inspection results and conclusions with Network Operations and TFLS
• Maintaining historic network stats in a centralised repository
• Daily analysis on Network performance to identify trends
• Engaging with global, local and other Industry players to ensure the alignment of the Network to future trends

Service Adherence 

• Work with all sectors and process owners and be responsible for analysing and identifying problems and defining solutions which    will align with all global processes, (Incident, Problem, Change, Configuration, etc.).
• Assess the existing network and service build to identify issues that would potentially compromise quality within the Incident    Management Life Cycle
• Be responsible for ensuring that quality improvement provided adheres to any corporate Risk and Compliance requirement.

Governance:

• Keep abreast of updates relating to statutory and ICT industry issues and ensure compliance.
• Establish Governance forum with key stakeholders to report on Network Performance
• Establish operational framework for Network Quality

Communication and Coordination:

• Support the development and maintenance of sound interworking between Network Quality Management and other departments 
• Interface with other areas of the MTN business for effective customer support reporting on business KPIs as appropriate 
• Establish and maintain internal and external relationships
• Partner with relevant internal and external stakeholders to support and improve service delivery
• Ensure timely declaration and escalation of unplanned / planned service disruptions

Report Management:

• Reporting on key Network Metrics to Internal stakeholders
• Report on ICASA regulatory requirements
• Consolidate key information and translate this into meaningful intelligence for submission to Senior Management.
• Prepare ad hoc reports on request by the GM, SMs or Heads of Department.
• Report on risks and associated remedial activities until resolution

People and Culture

• Advocate Customer Centricity always
• Continuous assessment of delivery capabilities
• Develop constructive working relationship with other departments and managers including technical and commercial
• Ensure a culture of continuous evaluation and continuous improvement 
• Ensure a culture of Innovation
• Drive a culture of high performance, accountability, and consequence management
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS

Education:  

• A bachelor’s degree in computer science, Information Technology, or a related field
• Fluent in English
• ITIL Certified preferred
• CCNA, CCNP and or CCIE certification is preferred

Experience: 

• Minimum of 6 years’ experience in the Telecommunications environment. 
• Minimum 3 years’ experience managing a high customer interaction  
• Experience working in a medium to large organization
• Strong in Microsoft Office 365 including Power BI
• Excellent report writing and presentation skills
• Analytical thinker and problem solver
• Critical thinking
• Knowledge of Network Protocols, hardware, and software
• Strong understanding of the different network topologies, NMS / EMS systems, network configurations, protocols, and edge to access    systems / routers.
• Experience in leading implementation of network monitoring tools to deploy advanced monitoring of complex health/performance  metrics.
• Ability to build executive Dashboards within tool or Power BI
• Experience with Network Monitoring tools
• Understanding the Service Management environment