Supervisor - Ict Information

2 weeks ago


Johannesburg, Gauteng, South Africa MTN Nigeria Full time

Tite of job:
ICT Service Management Supervisor


N
umber of subordinates:


MTN Job Level: 2

Location of the job:

MTN Head Office TCOE

Solid Reporting Line:
Dotted Reporting Line
:Manager: ICT Service Management

**1. Mission/Core purpose of the Job

To ensure effective specialised service delivery and resource utilisation in TCOE Operations and to ensure efficient logging, high level analysis and resolution of complaints and problems related to the TCOE Operation environment.

Supervise and coordinate service management of all OPCO's assigned to them. Understanding of ICT environment is essential.

2. Context (Global influences, environmental / industry demands, organisational mission etc.)MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change in the environment has become more heightened amidst increased competitive intensity across all markets in which MTN operates.

The Group's operational service management function must therefore ensure the successful delivery in context of:

  • Fastpaced, highly competitive environment
  • Highly pressurized, deadlinedriven environment
  • Highly legislated and regulated environment requires compliance to business standards.
  • 24/7 environment
  • Participative environment highly diverse and teamfocused
  • ICT industry trends in Unified Comms, Cloud, Security, Converged Enterprise products and IOT.
  • New products launched by marketing. Ability to adapt quickly.
  • Changing technology and enhancements to current technology

3.

Key Performance Areas:

Core, essential responsibilities / outputs of the position (KPA's)
Input into Operational Planning

  • Input into the longterm plan (12 years) for the Enterprise Operations Contact Centre
  • Research and consider best practice, local conditions, trends, as well as competitor activity
  • Contribute towards continuous improvement and innovation at process and procedure level
  • Input into identifying ways to fine tune systems in line with changing work practices
  • Recommend ways to exploit new opportunities to grow the business further
  • Assist in identifying innovative ways to use minimum resources to achieve maximum outputs
  • Plan for resources against shrinkage
  • Plan for staff training and development
  • Planning of contact centre activities
  • Supervise all work relating to tickets linked to the OPCO's that the supervisor is assigned to. Ensure it gets the necessary attention.
  • Act as 1st line escalation for all OPCO's assigned to you

Operational Coordination

  • Ensure that TCOE Operations benchmarks are attained as defined by the Manager
  • Supervise TCOE Ops Agents to react to all queries effectively and promptly i.e UCC, IOT, Cloud Security etc
  • Ensure First Call Resolution as far as possible
  • Ensure that the correct actions and escalation procedures are properly adhered to
  • Handle escalated queries from clients, account managers and Global service managers as well as keeping TCOE Management updated and informed on progress
  • Provide onthejob training and guidance to TCOE Ops resources
  • Assist staff in the diagnosis of difficult Incidents/tickets.
  • Provide ideas and feedback on software, tools, procedures, and improvements in the TCOE Operations environment
  • Develop technically and personally through attendance of technical and inhouse training sessions
  • Promote a serviceoriented work environment
  • Perform quality checks and monitor calls on an ad hoc basis
  • Provide second tier support and thirdparty support
  • Directly supervise and coordinate day to day technical operational activities
  • Ensure that all SLA's with internal and external suppliers are adhered to
  • Monitor telephonic service levels and take action as required
  • Evaluate situations and determine the best methods to reach defined outcomes
  • Coordinate gather all resources to deal with escalations effectively
  • Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc
  • Perform daily controls related to performance, productivity, risk, etc.

Customer Service

  • Understand customer needs and input into the development and finetuning of systems accordingly
  • Contribute towards initiating change to continually improve all aspects of service delivery
  • Ensure all customer queries are attended to and resolved within agreed SLA's
  • Ensure that customer expectations are managed and that the customer is satisfied with the service
  • Act as 1st line escalation for EBU and Customers

Reporting

  • Identify and prepare relevant information and data for reporting purposes
  • Prepare daily, weekly, and monthly management reports

4.

Job Requirements (Education, Experience and Competencies)
Education:


  • Minimum of 3 year degree/diploma in Information Systems or Computer Science.
  • Relevant certification / accreditation (e.g. ITIL V3)

Experience:

  • Minim

  • Ict Trainer

    2 weeks ago


    Johannesburg, Gauteng, South Africa Sci-Bono Discovery Centre Full time

    ICT TRAINER (NETWORKING)(PERMANENT)JOB PURPOSETo facilitate training, administration and implementation of ICT FunctionPRINCIPAL ACCOUNTABILITIES Train Technical Curriculum: Cisco ITE & CCNA, CompTIA A+ and N+, Cisco Security, IOT, Linux, Cyber Security, etc Deliver Generic ICT Training i.e. Digital literacy, Microsoft Office, Coding and Robotics, Online...


  • Johannesburg, Gauteng, South Africa Pink Elephant Full time

    Primary Purpose of the RoleThe main responsibility is to ensure service excellence in IT Service Supervisory of staff towards incident response, request fulfilment, problem management, process adherence and process improvement in day-to-day IT support activities. A keen sense of proactive engagement to identify and improve areas of repeat incidents towards...


  • Johannesburg, Gauteng, South Africa PC Staffing Solutions Full time

    PURPOSE:The position is responsible for performing ICT security access control, monitor systems, create awareness and related administration in order to create and maintain technology driven physical security infrastructure for ICT environment and protection of the organisation's information. In addition, the position is responsible for the alignment of...

  • Ict Specialist

    2 weeks ago


    Johannesburg, Gauteng, South Africa Invicta Recruitment Full time

    Location: RoodepoortCompany Overview:Our Client is an end-to-end ICT solutions provider founded in the year 2013. The Client saw a gap in the market for quality ICT solution offerings under one roof with after-sales services being the focus and priority in the provision of customized telecommunications services.Their service provisions range from ICT...


  • Johannesburg, Gauteng, South Africa Services SETA Full time

    DUTIESAssist the ICT Governance and Service Delivery Manager in the following:Assist in compiling governance reports Assist in implementing information security programme Assist in ICT Audit reporting and provisioning of information relating to audits. Assist in ICT Risk Management. Assist in Vendor Management and reporting. Assist in ICT reporting to all...

  • Senior Ict Manager

    2 weeks ago


    Johannesburg, Gauteng, South Africa Paracon Full time

    To apply, you need to have a relevant IT Degree/Diploma coupled with - 10 years experience.It's essential that you have strong management experience and be willing to oversee the delivery of software implementations.Furthermore, leadership in planning, developing, implementing, and maintaining effective Information Technology systems, including ensuring the...

  • Ict Sales Manager

    2 weeks ago


    Johannesburg, Gauteng, South Africa Pentagon Group Full time

    As an ICT Sales Executive, you will be responsible for leading and managing the sales team to drive revenue growth and achieve sales targets within the ICT (Information and Communication Technology) sector. You will develop and implement sales strategies, identify new business opportunities, and cultivate relationships with key clients. Additionally, you...


  • Johannesburg, Gauteng, South Africa Affirmative Portfolios Full time

    JHB Central***: ICT Security Specialist - PermanentR p/a CTC - Marshalltown - JHB CentralPurpose Protect and maintain the confidentiality, integrity and availability of data processed on ICT systems both on premises and in the cloud. You will monitor our computer networks for security issues, install security software, and document and any security issues or...


  • Johannesburg, Gauteng, South Africa Doctors Without Borders South Africa Mission NPC Full time

    Job Location : Johannesburg (Country Support Office)Duration :1 Year/12 MonthsStart Date : 01 March 2024SUMMARY OF THE POSITIONOVERALL RESPONSIBILITIES:GEOGRAPHICAL INFORMATIONS SYSTEMS (GIS) -70% Managing the technical activities in support to and in close collaboration with the field responsible of the sector of activity he/she is primarily in support to...

  • Ict Service Manager

    2 weeks ago


    Johannesburg, Gauteng, South Africa Pink Elephant Full time

    Primary Purpose of the JobThe main responsibility is to provide regional leadership and related management practices in accordance with the client ICT ITIL, Security and ICT Governance frameworks. Align initiatives and compliance to the National business strategy. Align with best practice disciplines, governance, ethics, risk standards, policies, processes,...


  • Johannesburg, Gauteng, South Africa Fempower Personnel Full time

    Our client is on the lookout for a dynamic Senior Manager to lead ICT Governance and Projects on a Fixed-Term Contract from January 2024 for a minimum of 3 months. Based in Auckland Park, Johannesburg, this role is a key position within the Information and Communications Systems (ICS) Division.Reporting to the Chief Information Officer, the Senior Manager:...


  • Johannesburg, Gauteng, South Africa Kagiso and Company Full time

    ICT Governance Consultant - COBIT SpecialistKagiso & Co, a leading provider of ICT governance solutions, is seeking a highly motivated and experienced ICT Governance Consultant to join our growing team.Role Purpose:This role plays a pivotal role in assisting clients in achieving optimal ICT governance maturity through the implementation of COBIT frameworks....


  • Johannesburg, Gauteng, South Africa Letshalo HR Services Full time

    Key Responsibilities include but not limited to the following:Monitor computer networks for security issues Investigate security breaches and other cybersecurity incidents. Install security measures and operate software to protect systems and information infrastructure, including firewalls and data encryption programs. Document security breaches and assess...


  • Johannesburg, Gauteng, South Africa Select One Full time

    The Sales Supervisor is responsible for managing the outbound Telesales teams operations and performance including HR/IR principles which requires a strong and knowledgeable leader to contribute the company's overall success.Duties will include but not be limited to:Performance manages the Direct sales team Recruiting and interviewing potential new hires...


  • Johannesburg, Gauteng, South Africa University Of Johannesburg Full time

    CHIEF INFORMATION OFFICER (5-YEAR CONTRACT)Renewable subject to performance Advert reference: uj_001520 Advert status: Online Apply by: 10 June 2024 Position Summary Job category: University and Academy Campus: Auckland Park Kingsway Campus Contract: Fixed Term Contract EE position:EELevel: Executive IntroductionThe University of Johannesburg (UJ) is a...

  • Noc Supervisor

    2 weeks ago


    Johannesburg, Gauteng, South Africa Reflex Solutions (Pty) Ltd Full time

    Established in South Africa 23 years ago, Reflex Solutions has quickly grown into a reputable ICT solutions provider with a proven track record of renowned ICT solutions in the retail-sector and a strong FNO partnership network. We boast a team of highly experienced technical professionals, empowering us to deliver quick and high-quality service offerings...


  • Johannesburg, Gauteng, South Africa Boikago Group Full time

    INFORMATION SECURITY SPECIALIST (12 MONTHS FIXED-TERM CONTRACT)The purpose of the job is to plan, manage, and administer the company network security. Ensure all network components are managed in accordance with approved guidelines and processes to ensure compliance.As an Information Security Specialist, you will be responsible to: Design, install and manage...


  • Johannesburg, Gauteng, South Africa University of the Witwatersrand Full time

    Key Responsibilities include the following: First level ICT support to postgraduate students First level ICT support to academics during workshops and lectures in the Computer Lab Software installations and support Maintenance & upgrade of the Computer Labs Creating of profiles for the biometric and the issuing staff and student access cards To work and...

  • Ict Manager

    2 weeks ago


    Johannesburg, Gauteng, South Africa H2R Full time

    Gauteng, JHB - Northern Suburbs Market related Market relatedMonthly Cost To Company (Market related)Our client in the Currency and Security security, has a Contract Vacancy for 12 months, for a ICT Manager. The successful person will Manage IT Staff, Network infrastructure and also Disaster recovery and Business Continuity.Bachelor's degree in Information...

  • Ict Systems

    2 weeks ago


    Johannesburg, Gauteng, South Africa Anova Health Institute NPC Full time

    Anova is an NGO that empowers people and changes lives. Good health and quality of life is what motivates us to provide healthcare solutions and support for those who need it most. _Key duties and responsibilities:ICT Systems Administration Ensure that the technologies being used are functional, uptodate, and costeffective. Maintain enduser knowledge of...