Job Vacancies @ MTN Ghana – 4 Positions

MTN Ghana is recruiting to fill the following positions:

1.) Manager, Support – MTN Global Connect
2.) Manager, Service Desk
3.) Supervisory Contractor, Safety
4.) Analyst, Risk Management (Commercial)

See job details and how to apply below.

1.) Manager, Support – MTN Global Connect

Job Summary:

• The role will be responsible for providing Technical operations support, managing a support desk which includes end user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, IP/MPLS areas.

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Job Role

Technical Operations

Provide 1st line support for issues/queries raised by customers:

• Undertaking raised tickets and preliminary communication with end users
• Analyse impact of incidents and provide feedback to affected users or business area
• Provide escalation support to the team to expedite the resolution on incidents
• Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems

3rd party L3 support.

• Liaise with 3rd lines of support to resolve incidents
• Escalate the resolution of issues
• Obtain 3rd lines support, track progress
• Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
• Ensure customer service performance is up to standards
• Support the deployment of new customer connectivity within project timelines
• Required to, manage workloads, and prioritize work across the team as well as develop the service delivery organization within Kenya.
• Responsible for resource optimization across the organization.
• Oversee and Manage team performance and productivity
• Definition of ICT strategies, plans, policies, projects and service levels.
• Spearhead cross-functional engagements for service delivery improvement

Context :

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. This function must therefore ensure successful delivery in the context of:

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Qualification Required & Experience

Education

• Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
• Fluent in English and language of country preferable

Experience

• Minimum of 5 years’ experience
• Strong IT background in Telco environment
• Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
• Experience on a similar role
• Good knowledge of the OSS and BSS system architectures

Professional/Technical competencies:

• Ability to work effectively with multiple stakeholders in a multi-cultural environment
• Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
• Ability to provide direction and leadership towards multiple business units with the organization
• Maturity to handle ambiguity and adaptive to dynamic environment
• Strong technical and analytical skills

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Physical Skills/ Competencies:

• Regional and international travel
• Ability to adapt to changing requirements of business and staff members
• Excellent Interpersonal and technical skills
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Curriculum Vitae to:

mtnghanarecruitment@mtn.com

Kindly indicate the title of the role as the email subject and note that only shortlisted applicants will be contacted.

Closing Date: 29 April, 2022

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2.) Manager, Service Desk

Job Summary:

• To Supervise and Coordinate Fibre deployment, fibre Relocation, Terminal Equipment Optimization and Adhoc Projects according to MTN Specifications, Quality standards, PPP and CPM Tool Kits

Job Role

Technical Operations

• Provide monitoring for the GlobalConnect internal and external customers:
• Raising tickets and communicating with end users
• Analyse impact of incidents and provide feedback to affected users or business area
• Provide escalation support to the team to expedite the resolution on incidents
• Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
• Incident tracking and major incident management
• Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
• Ensure customer service performance and communications is up to standards
• Support the monitoring deployment of new customer connectivity within project timelines
• Required to, manage workloads, and prioritize work across the team as well as develop the service delivery organization within Kenya.
• Responsible for resource optimization across the organization.
• Oversee and Manage team performance and productivity
• Definition of Monitoring strategies, plans, policies, projects and service levels.
• Spearhead cross-functional engagements for service delivery improvement.

Context :

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. This function must therefore ensure successful delivery in the context of:

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• MTN positioning as the best connectivity provider in Africa and the Middle East
• Drive commercial excellence and support all internal and external sales
• Operating within a highly inter-connected international telecommunications community
• MTN’s decision to centralise the wholesaling of global and local infrastructure assets
• The geographic complexity of MTN’s footprint across Africa and the Middle East
• Enhancing MTN’s position as a leading network and system provider
• Constant dynamics and local challenges in economic, regulatory and legal environments
• Aggregate and balance connectivity requirements across multiple diverse operating units
• Varied physical transport and delivery systems (satellite, submarine cable, signaling gateways, switching platforms, IP routers)
• Successful planning and deployment subject to multiple regulatory regimes across diverse jurisdictions and cultures
• Ensuring systems stability & performance is up to standards
• Responsibility to keep track of global technology advancements and stay abreast of standardization work of relevant industry bodies
• Achievement of operating efficiency and effectiveness through scale and common processes

Qualification Required & Experience

Education

• Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
• Fluent in English and language of country preferable

Experience

• Minimum of 5 years’ experience
• Strong IT background in Telco environment
• Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
• Experience on a similar role
• Good knowledge of the OSS and BSS system architectures

Professional/Technical competencies:

• Ability to work effectively with multiple stakeholders in a multi-cultural environment
• Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
• Ability to provide direction and leadership towards multiple business units with the organization
• Maturity to handle ambiguity and adaptive to dynamic environment
• Strong technical and analytical skills

Physical Skills/ Competencies:

• Regional and international travel
• Ability to adapt to changing requirements of business and staff members
• Excellent Interpersonal and technical skills
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Curriculum Vitae to:

mtnghanarecruitment@mtn.com

Kindly indicate the title of the role as the email subject and note that only shortlisted applicants will be contacted.

Closing Date: 29 April, 2022

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3.) Supervisory Contractor, Safety

Job Summary

• Responsible for supervising and coordinating Safety activities at the Safety & Security Section as well as supervising the safety related work of all security personnel across the organization

Job Role

• Coordinate Safety Operational activities at various MTN locations
• Develop hazard control designs, methods, procedures, and programs.
• Anticipate, identify, and evaluate hazardous conditions and practices.
• Regularly visit all assigned branches to conduct Safety reviews.
• Monitor operability of all Safety Systems and maintenance schedules
• Check serviceability of all Safety equipment and its operational status readiness for any emergency
• Ensure the accurate filing of safety documents for easy retrieval
• Ensure the Safety of staff and visitors within MTN facilities.
• Assist with investigations into all Safety related issues
• Assist with the implementation of all Safety Policies / Regulations and SOPs
• Processing of safety & security related invoices for payment.
• Follow ups of remedial actions from maintenance services and other events/incidents.
• Maintenance of safety & security contracts with service providers
• Coordination with the national fire service for renewal of fire certificate of business office locations.

Context :

• Dynamic and highly competitive telecommunication & ICT industry
• Partial outsourcing to third party
• Highly regulated environment
• Regionalization structure implication
• Diverse Cultural environment
• Group best practices & standards alignment
• Continuous Infrastructural expansion
• Performance driven environment

Qualification Required & Experience

Education

• A Degree in a relevant field

Experience

• 3 years relevant experience in a supervisory position

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Knowledge:

• Knowledge safety management principles
• Information Analysis,
• Reporting Skills,
• Dealing with Complexity
• Computer literacy

Skills / physical competencies:

• Attention to detail
• Good communication skills – both verbal and written
• Knowledge of standard office practices and procedures
• Good telephone manners
• Ability to keep classified information

Location: Accra

How To Apply For The Job

Qualified applicants should indicate vacancy number IRC27017 as the email subject.

Interested and qualified applicants should send their Curriculum Vitae to:

mtnghanarecruitment@mtn.com

Closing Date: 29 April, 2022

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4.) Analyst, Risk Management (Commercial)

Job Summary:

• To conduct and evaluate detailed risks within the company Perform risk assessments/ analysis and/or risk deep dives, and monitoring/tracking of remediation across all the commercial business units and areas
• In addition, the role will also be accountable for reporting to the business on risk management processes, procedures, and methodologies in line with the risk and Compliance strategy, best practices and offering specialized advice /recommendations, where necessary to the organization

Job Role

• Implement and monitor the established Enterprise Risk Management programme and methodology for assigned area, within established Enterprise Risk Management standards, frameworks, and solutions, in accordance with both internal and industry benchmarks.
• Proactively scanning the environment and assist in identifying relevant risks faced by the commercial function (current and anticipated), prioritising risks depending on its material impact and working with Senior Management and other leaders within the business to mitigate these as effectively as possible.
• Facilitate in identification of Key Risk indicators as well as continuous tracking to enable management to make informed decisions
• Serve as a business risk partner to facilitate and ensure that assigned business unit(s) take ownership in the identification and management of their divisional risks to guarantee safeguarding MTN Ghana’s customers, reputation, assets, and the interests of stakeholders
• Implement the Continuous Control Monitoring (CCM) activities for proactive, regular, and automated monitoring of key controls to ensure that they are effectively operating as designed and that plans are in place to fix any control breakdown.
• Understand, track and articulate risks/issues/process gaps/actions and work with the functional owners to address the items on a timely basis.
• Support management in the drive for automation using technology tools (eGRC)
• Documenting of Risk red flags, escalations, and acceptances in line with the risk escalation and acceptance policy
• Liaise with divisional Governance champions to ensure a coordinated approach to risk identification and management within the assigned divisions.
• Assist in ensuring inputs/ for the facilitating Governance Risk and Compliance Committee Meetings.
• Ensure inputs are updated to the Risk profile and Dashboard of the organization and support with its maintenance for executive management
• Support the facilitation of annual/biannual Business Impact Analysis within the divisions assigned.
• Assist in performing gap analysis on current risk /issues of critical areas of the business as per integrated plan.
• Assist in performing the organization’s ERM, BCM, CRM and IRM Maturity Assessments, as per Group’s model.
• Assist in the update and review of disaster recovery plans to ensure procedures for core critical systems are always up to date.
• Assist in the update of and review of Business Continuity plans, while maintaining central oversight.
• Assist in ensuring Business Continuity strategy formulation is done by the business units/divisions assigned in a well-coordinated manner.
• Support the facilitation of simulations/exercises at business unit level and integrated tests at company-wide level.
• Assist annual/bi-annual signing of Management Attestations within the divisions assigned.
• Assist in companywide Risk Workshops for the organisation, coordinating with the Risk Champions and Excom to ensure full participation by the divisions.
• Contribute to the Companywide Principal Residual Risk Rating Conclusions with the Risk Champions, Excom and Risk and Compliance and Internal Audit & Forensic counterparts.
• Contribute to Risk Based Audit Plan and report on risks to the stakeholders and the sub-committees of the board.
• Contribute to the yearly Risk Management plan aligned to BRM themes.
• Support on the identification of areas to include in the CCM
• Support on the identifying and assessing the risks and classifying mitigation controls for each risk
• Ensure management review and input on resolution of CCM areas as well as continuous reassessments of the agreed controls

Qualification Required & Experience

Education

• A Bachelor’s Degree in Business or Accounting or Computer Sciences or a related field.
• A relevant professional qualification in risk management would be a plus.

Experience

• 3 years’ experience in a related field, preferably in IT/Telecoms/Financial Services.
• Strong project planning and management, report writing and presentation experience

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Knowledge:

• Working knowledge of Industry standards of Enterprise Risk Management (ERM), BCM. E.g., ISO 22301 etc.
• Enterprise Risk Management Methodology or ISO Management System Standards 22301, 27001, 31000 Management and Maturity models
• BCM methodologies (ISO 22301 Standard) and reviews include incident & crisis management, emergency preparedness, recovery modes/methods, IS Disaster recovery strategies etc.
• Information Security Risk Management methodologies
• Corporate Governance frameworks e.g., King IV.
• Insurance risk knowledge.
• Data Analytics
• Basic knowledge in IT infrastructure
• Use of Excel, Power Point, Word
• Good Report Writing.
• Strong understanding of the business processes applicable to a mobile telecommunications operator.
• Knowledge of mobile telephony infrastructure, financial services, and business processes.
• Strong project planning and management skills
• Risk trending

Skills / physical competencies.

• Demonstrated ability to build partnering relationships across stakeholders at all levels.
• Persuasive, good listener and assimilator of ideas and perspectives.
• Analytical and detail conscious
• Ability to write reports, deliver briefs and presentations to senior management
• Proven ability to deliver agreed outcomes/deliverables.
• Ability to understand strategy to ensure operational resiliency.
• Articulate and proven ability to communicate clearly and appropriate

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Curriculum Vitae to:

mtnghanarecruitment@mtn.com

Closing Date: 29 April, 2022

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