Manager, Support – MTN Global Connect at MTN Ghana

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