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To manage IT related projects (new systems implementations and existing systems’ enhancements) simultaneously with operations management
To work with cross-functional teams, internal and external to MTN Irancell ITS division, to ensure all SLM-related PPPs conform to agreed service levels and internationally recognized benchmarks
To contribute in the preparation and management of ITS Applications’ budget and strategic operational plans
To put in place the strategies for respective Applications across all disciplines and develop solutions/action plans to support customer systems development strategy
To create policies, processes, and procedures to manage the environment.
To participate in the selection of suitable technologies and negotiate/manage contracts with suppliers accordingly
To prepare, negotiate, and enforce Service Level Agreements with internal customers (business units) and suppliers/vendors to ensure timely resolution of problems and issues
To ensure that managed services partners provide services and output per agreed service level agreements.
To lead and direct the outsourcing partners for the administrative and operational tasks for systems’ parameter maintenance, systems’ reconciliations, Error CDRs Correction, also Bill run including Pre & Post Billrun checks, Credit Management/Treatment, Systems’ Integrity Checks, Systems’ Security Maintenance, Starter Packs provisioning, etc.
To liaise with different ITS departments (especially Project Office), business units, and outsourcing partners for systems’ enhancements requirements and implementation of these enhancements and new systems/applications
To ensure the availability and reliability of assigned systems through aggressive monitoring.
To manage daily queries, incidents, requests, and faults and make sure they are all resolved.
To deliver the services and deploy the resources as per MTNIrancell’s business needs.
To direct, manage, and evaluate the performance of outsourcing partners from whom MTNIrancell has procured the operational services for business and operations support systems such that they deliver the services as per service level agreements.
To facilitate communication and collaboration between cross-functional teams that include members from MTN Irancell and outsourcing partners
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Customer Support Systems Manager
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