## Title: Support Manager – Technical Operations

Company Overview

MTN Ghana

Job Summary

The Support Manager will be responsible for providing technical operations support and managing a support desk that includes end-user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, and IP/MPLS areas.

Key Responsibilities

1st Line Support

Undertake raised tickets and provide preliminary communication with end users
Analyze impact of incidents and provide feedback to affected users or business areas
Provide escalation support to the team to expedite incident resolution
Identify and explore workaround solutions for exceptions not covered in initial system configurations

3rd Party L3 Support

Liaise with 3rd line support teams to resolve incidents
Escalate issue resolution as needed
Obtain 3rd line support and track progress
Produce monthly SLA reports on support issues, correspondent status, aging, and blocking factors

Service Delivery & Operations

Ensure customer service performance meets standards
Support deployment of new customer connectivity within project timelines
Manage workloads and prioritize work across the team
Develop the service delivery organization
Optimize resource allocation across the organization
Oversee and manage team performance and productivity
Define ICT strategies, plans, policies, projects, and service levels
Spearhead cross-functional engagements for service delivery improvement

Requirements

Education

Minimum 4-year academic degree in Engineering or related field

Work Location

Accra, Ghana

Employment Type

Full-Time

Manager, Support – MTN Global Connect at MTN Ghana

Job description