Team Leader: MVNO Technical Support Desk

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional
Team Leader: MVNO Technical Support Desk
to join our dynamic team of
#Unstoppables.

Purpose of the Job:

The Team Lead is responsible for overseeing and ensuring the efficiency of the day-to-day activities of the real-time technical support team, services and systems.

This role focuses on managing the end-to-end activities of the technical support team that handles real-time customer queries, system anomalies and service interruptions for the MVNO business. This role involves defining and implementing support processes, managing vendor relationships, and ensuring the efficient resolution of incidents.

Main Responsibilities:

Process Definition and Implementation

• Define and implement detailed processes for handling various types of real-time customer queries and technical issues, ensuring efficient and effective resolution
• Conduct real-time trend analysis to identify recurring issues and areas for improvement, thereafter, develop and manage end to end resolutions
• Establish, document and implement standard operating procedures (SOPs) for the technical support team to ensure consistency and efficiency in operations
• Identify, assess, and mitigate potential financial risks and exposures, advise management on technical and financial implications and establish controls to prevent losses

Vendor Management

• Manage relationships with vendors and suppliers, ensuring they meet their contractual obligations and deliver high-quality services
• Manage vendors to implement necessary upgrades and maintenance to the technical support systems
• Negotiate contracts and manage service level agreements (SLAs) with vendors to ensure optimal service delivery

Team Management

• Lead a multidisciplinary team of engineers ensuring they have the resources, guidance, and support needed to deliver successful outcomes
• Mentor and develop team members, promoting a collaborative and productive work environment
• Assign tasks and responsibilities to team members based on their expertise, ensuring optimal team performance
• Define job functions and KPIs for D1 specialists, ensuring their roles are aligned with the team's objectives and operational needs
• Conduct performance ratings and provide feedback to D1 specialists, identifying areas for development and training
• Facilitate and/or lead internal knowledge sharing and skill transfer workshops
• Conduct regular team meetings to review performance, discuss challenges, and plan for upcoming tasks and projects
• Manage day-to-day people's tasks such as leave, standby and overtime schedule

Stakeholder Engagement

• Engage and collaborate with internal stakeholders, including the wholesale business division, to ensure alignment on objectives and priorities
• Engage and collaborate with external stakeholders, including MVNO partners and vendors, to manage relationships and address any issues or concerns
• Provide regular updates to senior management on team performance, system status and key metrics ensuring alignment with business objectives
• Manage customer expectations and ensure that delivered solutions meet or exceed requirements

Planning and Decision Making

• Design, develop and execute micro plans with a horizon of 3-9 months to achieve KPIs and service levels, including resource allocation, project timelines, milestone tracking and staff upskilling
• Identify, assess and drive decisions on business processes, vendor engagements and resource allocation, ensuring alignment with strategic goals and operational needs
• Analyze and propose application / DB / Equipment to senior management on team to meet and forward plan on operational requirements
• Identify, assess and implement improvements to existing processes to enhance efficiency and effectiveness

Customer Support Management

• Manage the day-to-day operations of the Technical Support Desk, driving timely and effective resolution of customer issues
• Manage customer escalations, ensuring that issues are resolved promptly and to the satisfaction of the customer
• Develop and manage the implementation of strategies to improve customer support processes and enhance overall customer experience
• Manage ticket and incident process to ensure MTTR (Mean Time to Resolve) aligns business and performance SLAs
• Collaborate with required teams to deliver detailed Root Cause Analysis ("RCA") or Incident Reports (IR) for all high-priority incidents within the agreed timeframe

Stakeholder Engagement

• Engage and collaborate with external stakeholders, including MVNO partners and vendors, to manage relationships and address any issues or concerns
• Collaborate with senior leadership, business stakeholders, and technical teams to ensure alignment on objectives and priorities
• Provide regular updates to senior management on team performance, system status and key metrics ensuring alignment with business objectives

Minimum Qualification

• Bachelor's degree in computer science, Engineering, Information Technology, or a related field

Experience

• 8+ years of relevant experience, including technical and management roles
• Proven experience in billing systems and backend processes, including the ability to troubleshoot and resolve complex issues
• Experience with network operations, solution architecture, and integration functions, with experience in managing these areas
• Ability to translate tactical approaches into actionable results and KPIs, ensuring the team meets its objectives and delivers high-quality service

Technical Competence
:

• In-depth knowledge of technical support and operations, including backend systems and vendor management
• Experience in managing technical teams and guiding D1 specialists, providing technical expertise and leadership
• Experience in ITIL practices for IT service management
• Knowledge of SDLC practice/processes
• Experience in AWS infrastructure and containerized environments
• Good knowledge of databases (Oracle, PLS/SQL or SQL Server)

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."