Customer Support Systems Manager

Roles & Responsibilities
•To manage IT related projects (new systems implementations and existing systems’ enhancements) simultaneously with operations management
•To work with cross-functional teams, internal and external to MTN Irancell ITS division, to ensure all SLM related PPPs conform to agreed service levels and internationally recognized benchmarks
•To contribute in preparation and management of ITS Applications’ budget and strategic operational plans
•To put in place the strategies for respective Applications across all disciplines and develop solutions/action plans to support customer systems development strategy
•To create policies, processes, and procedures to manage the environment. 
•To participate in the selection of suitable technologies and negotiate/manage contracts with suppliers accordingly
•To prepare, negotiate, and enforce Service Level Agreements with internal customers (business units) and suppliers/vendors to ensure timely resolution of problems and issues
•To ensure that managed services partners are providing services and output in line with agreed service level agreements
•To lead and direct the outsourcing partners for the administrative and operational tasks for systems’ parameter maintenance, systems’ reconciliations, Error CDRs Correction, also Bill run including Pre & Post Billrun checks, Credit Management/Treatment, Systems’ Integrity Checks, Systems’ Security Maintenance, Starter Packs provisioning, etc.
•To liaise with different ITS departments (especially Project Office), business units, and outsourcing partners for systems’ enhancements requirements and implementation of these enhancements and new systems/applications
•To ensure the availability and reliability of assigned systems through aggressive monitoring
•To manage daily queries, incidents, requests, and faults and make sure they are all resolved.
•To deliver the services and deploy the resources as per MTNIrancell’s business needs.
•To direct, manage, and evaluate the performance of outsourcing partners from whom MTNIrancell has procured the operational services for business and operations support systems such that they deliver the services as per service level agreements
•To facilitate communication and collaboration between cross-functional teams that include members from MTN Irancell and outsourcing partners

Job Requirements

Education
•BSc degree in Information Technology or related 
•MBA (IT Management) is advantages 

Experience
•Minimum of 5 years’ experience in the area of specialization; with experience in supervising/managing others
•Experience working in a medium to large organization 
•6 years hands-on and management experience of Business & Operations Support Systems (including Retail Billing System, Wholesale Billing System, Customer and Content Management Systems (Portals), Provisioning System, working for GSM / Telecommunication organization(s).