Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

• Manage and support Signalling peering (Diameter, SS7) and security (Signaling Firewall) with MTN Opcos and SCCP carriers and Roaming Hub.
• Manage International Roaming (Technical Coordination).
• Ensure departmental and special project implementation with stakeholders in timely manner (e.g. planned expansions, upgrades, migrations, swaps, new services).
• Manage signalling and Roaming performance and Quality monitoring as per MTN Group standard (General service KPIs, Capacity monitoring KPIs, operational KPIs).
• Ensure customer satisfaction through effective support (requests, complaints, incidents, problems, change management) and resolve all escalated operational issues in a timely manner.
• Ensure service availability by keeping the roaming and signalling database updated and consistent to avoid service disturbance.
• Prevent and address any potential revenue leakage identified on Roaming & Interconnect areas.
• Business Continuity Management by implementing the Group BCM Redundancy solution for critical links and node.
• Develop Policies, Processes & Procedures: Analyze the existing procedures and propose new ones to enhance quality and productivity. Develop and maintain effective processes to ensure effective interface with Customer Care, Marketing, Sales and Finance Departments.
• Manage risk by clearing audit findings (internal, external).
• Provide inputs for departmental CAPEX/OPEX budgets elaboration and support its execution.
• Produce the periodical reports of the Department on schedule

Role Deliverables

• Ensure the service KPI and KQI are on target
• Ensure the support service level is meeting the SLA contract or target.
• Support all troubleshooting for all Signaling and roaming service within the define MTTR.
• Provide the solution design on business request for new service implementation.
• Signalling network Optimization and security against illegal and fraudulent traffic.
• Partner peering and roaming coverage expansion
• Service delivery

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 4 Year bachelor’s degree in equivalent specialization MSc, MBA is a plus.
• English

Experience:

• Minimum five (3) years in GSM environment

Competencies:

• GSM, GPRS/UMTS/CDMA Core Network System architecture
• SSS Standard Operation and Maintenance Tasks
• Signalling protocols
• Networking and TCP/IP protocol stack basics
• Data Base administration, programming principles
• Roaming management principles
• Knowledge in Traffic analysis
• Project management (be able to use Microsoft Project)
• Manager track record of 5+ years; with at least 3 years in Telecom industry.

Other:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Ability to acquire a thorough understanding of the organization’s hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors.
• 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.