AirtelTigo New

Position Overview

We are looking for a qualified candidate to join our team as a Manager for MFS and VAS Operations in the IT Department. You will report to the Director for IT Operations and coordinate activities of all personnel responsible for operating and maintaining customer-facing technological services and products.

You will oversee the Prepaid Charging System, Scratch Cards, E-Top Up Systems, Mobile Financial Services, Short Messages Services, CRBT Services, USSD, and other Value-Added Platforms. As MFS and VAS Operations Manager, you will establish operational processes, efficiencies, and standardization within the organization while ensuring adherence to set targets and performance management for team deliverables.

Key Responsibilities

• Coordinate activities of technical personnel and Managed Services teams in charge of MFS & VAS Platforms
• Ensure optimal adherence to Mobile Money processes and fraud management protocols; identify and close any potential fraud loops on the mobile money platform
• Ensure daily, weekly, and monthly reports exist for all relevant activities, trends, and revenues in the mobile money structure
• Maintain and ensure 99.99% uptime and accessibility of all VAS & MFS ecosystem; perform day-to-day operational activities according to SLAs
• Monitor systems performance and take required actions to keep services running in accordance with SLAs
• Resolve incidents and internal/external customer complaints in a timely manner; escalate unresolved issues to the L3 team as necessary and follow up until closure
• Ensure all MFS & VAS incidents are resolved within their respective SLAs
• Ensure strict adherence to all MFS and VAS SLAs (service request, incident, and problem management)
• Provide proactive feedback to ITD on all initiatives, issues, requests, and change requests