Recruitment

Table of Interests

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MTN Recruitment | https://careers.mtnonline.com/ Recruitment

About MTN

MTN Group Limited, formerly M-Cell, is a South Africa-based multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg.

As of 30 June 2016, MTN recorded 232,6 million subscribers across its operations making it the eleventh largest mobile network operator in the world and the largest in Africa.

Although MTN operates in over 20 countries, one-third of its revenues come from Nigeria, where it holds about 35% market share.

The company sponsored the CAF Champions League football competition as well as APOEL FC, winners of the Cypriot First Division in 2009, 2011, 2013, 2014 and participants in the 2009–10 and 2011–12 UEFA Champions League. Beginning in 2017, they are the primary sponsors of the South Africa national rugby union team.

On 18 March 2010, it was announced that MTN signed a sponsorship deal with English football club Manchester United F.C.

In March 2016, MTN Group, LTD appointed Rob Shuter as Chief Executive Officer.

Available Positions At MTN Recruitment and How To Apply.

Job Title: Analyst, Customer Analytics (Supervisory)

Job Description

• To Assist In Collecting, Evaluating, And Preparing Research And/Or Other Complex Statistical Data, Narrative Reports/Presentations And Recommendations, To Have A Better Understanding Of The Customers’ Needs
• Develop And Utilize Data Collection Instruments And Methods For The Evaluation And Quality Control Of Research Or Operational Data
• Collect, Analyze, Interpret, And Summarize Data In Preparation For Generation Of Statistical And Analytical Reports And Provide Intelligence That Supports Decision-Making
• Coordinate Data Requests With Respect To Pre And Post Return On Investment Data Extraction, Data Sample For Analytics, And Other Ad-Hoc Requirements.
• Maintain Computerized Collection And Track Relevant Data And Appropriate Records Of Research Methods And Results.
• Utilize Specified Statistical Software To Analyze And Interpret Research Data, As Appropriate To The Individual Position.
• Extract Qualifying Data, Based On Defined Campaigns And According To The Approved Campaign Road Map As Well As Manage And Update Engine Room Tools.
• Provide Support To Campaign Segmentation Analyst As Required.
• Contribute And Participate In Campaign Idea Generation Meetings And Cross Functional Customer Lifecycle Management Meeting As Required
• Perform Customer Lifecycle Management Data Analysis And Requests.
• Demonstrate Broad Understanding Of Big Data End-To-End Ecosystem And Dependencies To Identify Trends In Customer Dynamics
• Interface With Financial Analysts And Business Units To Understand Their Data Requirements And Reporting Needs
• Liaise With Product Management Managers To Understand The Data Needed To Support And Monitor Product Performance
• Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital Landscape.
• Foster Active Collaboration And Relationships With Employees Across All Levels And Divisions In Line With MTN’s VB And Values.

Job Condition

• Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
• Open Plan Office

Experience & Training

Education:
• First Degree In Any Related Discipline
• Fluent In English
Experience:
3-7 Years’ Experience In An Area Of Specialisation; With Experience Working With Others
• Experience Working In A Medium Organization
• Experience And Working Knowledge Of Data Mining/ Analysis Using Statistical Analytical System( SAS), Problem Solving And Reporting/Presentation
Minimum Qualification BA, BEd, BEng, BSc Or HND

2.Job Title: Manager, Service Operations

Job Description

To interface with MTN business customers, plan for and proactively implement processes that enable IT/IS deliver sustained levels of service and ensure rapid restoration of service in the event of major incidents or disasters.
To manage, and oversee the operations of IT command center.
Support the Shareholder return strategy by developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
Participate in the review of Business Processes (headcount, process optimization, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
Manage and control the budget (CAPEX/OPEX) of the unit/department
Serve the Division’s internal customers and provide solutions to improve the customer experience.
Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Back to Glory and Ignite project
Drive an increase in MTNN’s Net Promoter Score.
Drive and ensure Customer Satisfaction Surveys are executed and drive initiatives toward improved service delivery and IS customer service experience.
Foster closer working relationship within IT/IS and between IT/IS and its customers
Organize and maintains regular communication channels between IT/IS and its customers
Engage customers to discuss system requirements, specifications, challenges and agree on resolution plan/timelines within acceptable cost
Define, Maintain and Manage Service Level Agreements with various Business Functions ensuring that business requirements are defined, agreed, implemented and monitored according to the specified timelines/targets
Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
Maintain effective working relationships with internal and external suppliers.
Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans.
Assess resource requirements and assist in preparing the budget for IS Infrastructure operations and services, as well as prepare information systems technical business cases.
Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability.
Provide technical information, customer assistance, and solutions to technical problems across the enterprise
Develop and implement policies and procedures for IT/IS and enterprise systems development and operations
Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department.
Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities.
Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
Initiate service improvement programs and liaise with the Change Management team over proposed changes.
Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the design, development & implementation of IT/IS services.
Monitoring the effectiveness of the team against OLA/SLA/KPI?s, driving through change as needed to deliver continual service improvement
Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements.
Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation
Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user.
Eliminate / minimize downtime / disruptions to service delivery due to IT problems / issues
Formulate and maintains Customer relationship strategies to satisfy MTN Nigeria customers
Develop IT/IS action plan to address identified issues with customer satisfaction
Manage Major Incidents and Problems across all IS Enterprise Systems
Ensure operational procedures and practices are well defined, documented and consistently applied
Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Recruit, coach, train and supervise the IT personnel / team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs/ development to meet the professional standard.
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Job Condition

Normal MTNN working conditions
May be required to work extended hours

Requirements, Experience & Training

6-13 years’ experience which includes:
- Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
- Min 3 years IT Service Support and Delivery Experience
Experience working in a medium to large organization

Minimum qualification:

Sc, B.Tech, B.Eng or HND.

3.Job Title: Switch Operations Engineer (Supervisory)

Job Description

To implement network integration and resolve faults on the core network
Ensure value is created by resolving BTS Network fault promptly for network efficiency and escalate unresolved faults to HLS.
Track, monitor, and resolve faults using approved switch processes and procedures and the Ericsson Exchange Library.
Implement change requests/planned work, using switch procedures.
Monitor performance statistics and generate weekly reports.
Update switch records such as billing backup, weekly dumps and test load.
Act as interface to Customer Service and assist in resolving customers’ problems.
Ensure value is created through effective stakeholder management
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Perform routine maintenance on all network nodes within the region
Perform operation and maintenance of MTNN Wire Line Network
Implement integration of new BTS/TX sites and conduct acceptance tests
Implement integration of new network elements
Re-group sites using up to date switch procedures and Ericsson Exchange Library
Perform network quality and performance investigations
Provide support to Regional Switch Engineers

Job Condition

Normal MTNN working conditions
May be required to work extended hours
National travel and a valid driver’s license.

Experience & Training
Experience:

Minimum of 3 years’ experience in an area of specialisation; with experience working with others
Experience working in a medium organization
Hands-on experience core network operations and maintenance in GSM environment.

Training:

GSM Node Hardware Dimensioning
AXE Hardware Maintenance AXE 810
GSM MSC/VLR Operations
GSM BSC Operations
GSM AXE Operation
GSM Core Network Maintenance
GSM System Survey
GPRS BSS Operation
Ericsson WCDMA System Overview
WCDMA System Core Network Maintenance
WCDMA RAN Field Maintenance
WCDMA MSC Server & MGW
WCDMA Mobile MGW Operation & Configuration.
Technical report writing

Minimum Qualification

HND, B.Tech, B.Sc or B.Eng.

4.Job Title: Analyst – Data Governance (Supervisory)

Job Description

Carry out research to determine the structure (architecture) of proposed systems and provide insight into new and enhanced technologies to increase efficiency and reduce costs for MTNN.
Support the ongoing enterprise data governance implementation roadmap including strategic priorities for development of information-based capabilities
Support the development of Data Management practices, process and role guides based on the framework principles to drive the Data Governance Framework within business and technology divisions e.g. Data Stewardship, and Custodianship roles.
Define roles and responsibilities related to data governance and ensure clear accountability for stewardship of the company’s principal information assets
Participate in the development & maintenance of inventory of the enterprise information maps, including authoritative systems, owners
Facilitate the development and implementation of data quality standards, data protection standards and adoption requirements across the enterprise
Assist in the definition of indicators for performance and quality metrics and ensure compliance with data related policies, standards, roles and responsibilities, and adoption requirements
Coordinate external data sources to eliminate redundancy and streamline the expense related to those services
Participate in IS product and solution design reviews ensuring the application design and related work products satisfy reporting requirements and enterprise data needs.
Ensure controls are in place over applications to ensure the data integrity by performing data integrity gap analysis.
Engage with other functional units and actively participate in IS projects relating to systems upgrade, integration or deployment
Work with business partners to gather and understand functional requirements, develop complex queries and provide reports.
Serve as a liaison between Business and Functional areas and technology to ensure that data related business requirements for protecting sensitive data are clearly defined, communicated and well understood and considered as part of operational prioritization and planning
Assist in validating the design with the stakeholders to ensure that the design satisfies the requirements.
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Job Condition

Normal MTNN working conditions
May be required to work extended hours
Open plan office

Experience & Training
Experience:

3-7years’ experience in data governance; with experience with working with others
Experience working within data-related area of specialisation
Knowledge and experience of working with SQL queries and scripting on a Database
Data modelling & reporting

Training:

Architecture Modelling
Data Modelling
Emerging Enterprise Architectures
Data Analytics
GSM technology.

Minimum Qualification:

Ed, B.Eng, B.Sc, B.Tech or HND.

5.Job Title: Support Partner, Customer Service (Supervisory)

Job Description

Ensure top quality customer support in all areas of key account managementEnsure less than 5% customer churn on managed accounts
Constant analysis of Managed customer database for Revenue and Debt management
Ensure 98% collection of ALL invoices as at when due
Work with product, UAT and support teams to validate new products, new systems and upgrades
Generate relevant reports as required by the business
Ensure QA and prompt invoice delivery
Ensure resolution of ALL service provisioning and sales support PPPs items
Ensure end-to-end account management for Enterprise customers
Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
Analysis of customer requests for prompt resolution
Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
Liaise with support teams (within and outside ES) in order to resolve any customer identified issue
Achieve at least 80% score in ES Customer Satisfaction internal surveys
Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Job Condition

Normal MTNN office environment
Extended work hours which may include weekends
Occasional travel required
Mobile tools of trade (Blackberry service, Laptops and remote accesses)

Experience & Training
Experience:

3-7 years’ experience in an area of specialisation; with experience working with others
Experience working in a medium organization
Experience in the telecommunications industry in a similar role
Experience in a customer service environment in the telecommunications industry.
Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
Membership of Professional Customer Service/Relations associations will be an added advantage

Training: