Specialist - Network Quality Management Technology Information

3 weeks ago

Pretoria, Gauteng, South Africa MTN Full time
MTN's job vacancy, Career and Recruitment

Job title : Specialist – Network Quality Management Technology Information jobs in Gauteng

Job Location : Gauteng,

Deadline : May 04, 2024

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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

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