Specialist - Managed Services Operations. Technology Information

Job Attributes Details
Entity / Company MTNSA
Job Code
Job Level L2
Belt n/a
Reporting Line Manager Network Operations Managed Service
Dotted Reporting Line None
Team Members Managed Managing vendors
Location Per region requirement
Entity / Company MTNSA
Job Competency Card
Core Competencies Level
Telecommunication Expert
Stakeholder Management Intermediate
Leadership skills (managing vendors) Expert
Critical Thinking Expert
Results driven Intermediate
Complex problem solving Expert
Supporting Competencies Level
Decision Making Intermediate
Problem Solving Expert
Collaboration Expert
Troubleshooting Expert
Persuasion Intermediate
Critical Thinking Intermediate
Mission/ Core purpose of the Job
The Specialist: Managed Services Operations will be responsible to:

- Ensure that all active and passive components of the BTS sites in the region are maintained effectively and according to relevant procedures and standards as per the SLA with the vendors and ensure awareness and adherence to MTNSA’s agreed SLA’s
- Plays an active role in managing the relationship with the vendor and ensure the vendor adhere to governance and SLA (as per the vendor contract and MTNSA SLA’s)
- Ensure the best solutions are implemented to improve network performance

Job Portfolio Focus Degree
Strategy Low
Operations & Implementation High
Team/ People Management Medium
Collaboration & Influence Degree
Manager: Network Operations Managed Services High
Vendors - Managed Services & Tower Company High
Network departments High
Job Outcomes / Results
- Manage and govern existing MS/Tower Company vendors
- Ensure vendors adhere to contracted and MTNSA outlined SLA/Turnaround times
- Ensure quality concerns are addressed and minimize
- Provide feedback/updates/status reports on faults and issues

Key Activities & Responsibilities
Managed Service Operations
- Team leadership in the technical operations environment to manage the vendors/partners.
- Work closely with the vendors on fault escalations, manage the turnaround time.
- Constantly monitor the various dashboards and push the vendor on long outstanding faults and alarms.
- Work with the Regional Senior Specialist, Optimisation to identify interference and other radio access faults that impact performance.
- Reporting of vendors performance regularly.
- Work with the regional transmission and TFLS planning teams to ensure the transmission/TFLS network is performing optimally.
- escalate any issues on the transmission/TFLS network to the vendor and manage the restoration
- governance of vendors, both managed services as well as any other vendors MTN uses to repair or restore services.
- Assist with the various requests / requirements from MTN headquarters as well as the regional commercial teams,
- Ensure alignment between the various MTN departments and the vendors.
- Work closely with the commercial teams and assist with the CBU cluster teams on operational issues and reports in the clusters.
- Responsible to manage vendors to ensure they are accountable and adhere to SLA’s as per the contract and ensure they are aware and adhered to MTNSA SLA’s

Reporting
- Provide reporting on a daily, weekly and monthly basis
- Report on an ad hoc basis on specific projects as and when necessary

Collaboration/Coordination
- Liaise effectively with all stakeholders to ensure the effective managing of the network
- Build and maintain relationships with all vendors and Operations teams
- Maintain good communication and relationships across the department

Education
- Diploma related to Network Operations/Technology
- Code 8 B driver’s licence

Experience
Minimum 5 years’ telecoms experience including:

- Network operations
- Dealing with vendors/3rd party contractors
- Project management

Additional Skills
- Motivated and innovative self-starter.
- Prepared to work long hours.
- Handles working under stress and meeting deadlines.
- Uses initiative in solving technical problems.
- Can work in elevated positions, not scared of heights.
- Competent in the use of mechanical and electrical hand tools.
- Competent on/off road driving ability.
- Prepared to provide hands on skills if and when required.
- Must have no problem staying overnight.