Supervisor - Ict Management.technology Information

7 months ago


Johannesburg, 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:

- Fast-paced, highly competitive environment
- Highly pressurized, deadline-driven environment
- Highly legislated and regulated environment requires compliance to business standards.
- 24/7 environment
- Participative environment - highly diverse and team-focused
- 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 long-term plan (1-2 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 on-the-job 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 service-oriented work environment
- Perform quality checks and monitor calls on an ad hoc basis
- Provide second tier support and third-party support
- Directly supervise and co-ordinate 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 fine-tuning 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**:

- Minimum of 3 year


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