The CEM supervisor role is to demarcate incident initiated from SOC platform itself and Customer Care with predefined procedures and actions under agreed SLA.
Context:
• Highly dynamic and competitive telecommunication industry
• Global technology trends and advancements
• The Benin and International labour market for highly skilled Telecoms competent personnel
• Managed Service Operation
• Vendor Management Relationship
• Global & MTN Group approved Telecommunication/ICT Network Standards and Practices
• Performance driven environment
• Diverse Cultural environment
• Regionalization structure implication
• The need for a cost-efficient operation under managed service umbrella
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Tasks:
• Responsible for the analysis, segmentation, isolation and resolution
• Technical competent, ability to follow strict procedures, and having strong customer handling skills
• Planned activities and preventive maintenance activities at SOC level
• Accurate and timely creation, updating and completion of all Trouble Tickets
• Following up resolution of all incidents and monitoring resolution to agreed QoS targets
• Escalating to management about critical problems and/or incidents not solved within QoS targets
• He/she is able to relate impacting issues and risks to customer and understand their business implications
• Preventive and curative maintenance of platforms
• Platform administration and operations
• ensure efficiency and service quality according to Service Level Agreement
• activating escalation processes related to service performance issues
• provide use cases for Business
• Data extraction as per Business requirements
• Provide input to Business
• handling customer complaints
• Proactive monitoring of network performance
Supervisory / Leadership / Managerial Tasks:
• Set goals and objectives for direct reports, monitor progress and maintain motivation
• Manage performance of team.
• Identify staff training and development needs and implement necessary actions
• Responsible for Career management of team
• Input in hiring talents.
• Create an enabling culture and environment for team to deliver on business objectives
Role Dependencies:
Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
Creativities
• Excellent leadership skills and a hands on approach to work.
• A good understanding of the telecommunication and ICT industry
• Strong collaboration with all departmental
• Excellent management of stakeholder relationships
• Excellent understanding of the direction of the business
• Continuously improving the automation of systems to enable the network to be managed efficiently
Vulnerabilities
• Poor management of stakeholder relationships
• Poor leadership skills
• Poor understanding of the direction of the business
• Lack of understanding of the telecommunication and ICT industry
• Poor Network performance will increase the likely hood of churn with reduced revenues.
Collaboration: Refers to formal and informal relationships
Responsibility towards:
Line Manager – Network Operations Manager
Key Customers –, NWG Departments, CES, Marketing , BI , IT
Key Suppliers, - MS Vendor/s, Ericsson, Huawei, CEX, Customer Care,…
Relations, etc., - All staff
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
Independent thought and Judgment:
• Decision making relies on interpreting the departmental or functional business plan into required best practice, systems, rules, regulations and budgets to achieve business goals.
• Decision making takes operational trends into account and generates multiple possibilities that involve trade-offs and juggling of multiple variables thereby ensuring the best use resources
Authorities:
• Authorise Policy, Processes and Procedures within outsourced managed service environment
• Ratify KPI exclusions
Minimum Requirements
Education:
Master Degree or equivalent in telecommunication or computer sciences
Experience:
Over 12 years’ experience in an operational wireless network/service monitoring with Mobile Operator or vendor.
Cs Core, Packet Core & RF knowledge will be a plus.
Competencies
Professional competencies:
• Network quality management
Required knowledge and troubleshooting (O&M) and Configuration skills in Ericsson: MSC, MGW, HLR-FE, CUDB.
• Advanced knowledge of Call Traces at CS network elements for troubleshooting
• Strong knowledge & experience in the area of PS service in Wireless Network environment
• Able to handle Emergency Network situations and providing quick recovery with impact analysis
• Advance knowledge on call flow procedure and failure scenario analysis
• Advance knowledge in Roaming Inbound and Outbound
• Good to have troubleshooting experience of major problems in packet switching network on all nodes SGSN, GGSN, S-GW/P-GW, SGSN-MME
• Good understanding of following interfaces Configuration (Gr, Gn, Gb, GboIP, Iu, Gi, Gx,Gy , S1-U & MME, S4, S5,S6a, S8, S11, SGi, Gx, Gq..)
• Good understanding and experience of troubleshooting of TCP related issues
• Good knowledge of MBB analysis.
• Good understanding of DNS functionality
• Good to have a knowledge and experience of O&M Routine maintenance (both preventive and corrective) for SGSN-MME, GGSN, SGW/PGW nodes.
• Good understanding of Diameter protocol, GTP protocol.
• Advance knowledge in Roaming Inbound and Outbound
• Advanced analytics skills
• Good understanding of networking principles
• Good command on Hadoop, Hive, and Spark SQL
• Skills in data extraction, cleansing, formatting and loading
• Skills in data reporting and visualization using e.g. Power BI, Cognos,Tableau etc.
• Used to Wireshark for analysis
• Is results focused and understands criticality of meeting customer SLA and KPI requirements
• Advanced English communication skills (verbal and written)
Skills & Physical Competencies:
• Analytical thinking and problem solving abilities.
• Application of investment ratios in financial decision making
• Attention to detail,
• Administrative skills and ability to prioritize and handle pressure.
• Strong process and management skills
• An excellent team player
• Excellent negotiation skills,
• Ability to follow processes and make improvement
• Highly organized and able to adapt quickly to changing priorities
• Ability to accept responsibility
• Professional approach with a can do attitude
• Innovative, takes initiative, result oriented and develops self consistently
• Leadership, customer centricity, collaborative
• Trustworthy, integrity and ethical in dealings
• Good written and verbal communication, and commitment to the organization
Behavioural Qualities:
Must live the MTN Values of
• Can Do; Integrity; leadership; Innovation; Relationships
Must Live the MTN Vital Behaviours of;
• Complete Candor, Complete Accountability, Active Collaboration and Get it Done
General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc.), special clothing, environmental requirements, etc.)
Assigned working hours. 24/7 Call outs when urgent.
Lap top
KPA Quality Standards/ Measures (KPI’S for job)
• Network NPS
• Network performance indicators improvement
• Service quality improvement
• Reduction in performance issues troubleshoot time
• Inputs for Smart Capex planning
• Efficient communication
• Record keeping of all plans, documents and policies
• Platforms availability
How To Apply
Suitably qualified candidates interested in this position can submit an application by sending their CV/Resume to Mbali.Mpungose@mtn.com.