Sub-Division: IS. Under supervision of the IT customer Manager to perform the following systems responsibilities within the prepaid Areas:

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1 JOB PROFILE - To supervise operations and maintenance activities of prepaid systems as per the business operational targets for prepaid and billing systems sub-department and therefore contributing to the achievement of MTN Benin strategic business objectives. Job Title: Supervisor Prepaid Systems Operating Unit: MTN Benin Reports to: IT customer Manager Division: Technical Sub-Division: IS Number of direct Reports: 4 Job Level: 2 Mission/ Core purpose of the Job: Under supervision of the IT customer Manager to perform the following systems responsibilities within the prepaid Areas: 1. Systems Management - Partake in the implementation of business continuity and disaster recovery plans of postpaid systems, supervise the maintenance activities and regular testing and propose eventual amendment of these plans in order to keep them relevant and up-to-date. - Ensure that maintenance activities are executed by the team of system specialists as per the system operations guidelines in order to ensure high availability. - Track and report on systems capacity: identify drivers of systems capacity in coordination with system specialists, monitor and report them to line management on monthly basis and propose forecasts for system resources. - Ensure that incidents and problems are handled by the team in accordance to the underlying IT operations and incident management policy. - Ensure that Backup and Restore activities are undertaken by the team in compliance with system backup strategies - Ensure that systems configuration are up-to-date and especially the CMDB - Evaluate and assess impact of changes on live postpaid nodes in coordination the relevant system specialists. Supervise the change process in order to ensure interventions on postpaid systems are risk free and in compliance with IT change management policy. - Drive and supervise the feasibility studies for projects, products and services assigned to the postpaid section by the line manager - Handle dependencies to IT infrastructure in collaboration with IT Infrastructure systems supervisor - Handle dependencies to core network in collaboration with relevant network supervisor 2. Suppliers Management - Supervise the delivery of support services by the suppliers of equipments to MTN and escalate to line management whenever the agreed SLA has not been respected by the suppliers. - Participate in suppliers monthly performances review meetings and report on the KPIs on monthly basis to the line management 3. Projects Management - Supervise projects activities assigned to the team so as to meet MTN business requirements and that all projects are documented with signed paper works where ever necessary so as to avoid personalization of systems. Page 1 of 7

2 - Ensure that team members provide quality system support in a timely manner for new projects in order to ensure the implementation/ integration of new systems/ solutions is undertaken within the agreed time frame and quality. 4. Policies and Procedures - Supervise the application of IT policies and procedures by the team members and identify areas of non conformity or gab to the line management in order to take corrective measures. - Coordinate with team members to ensure that evidences of compliance to IT policies are procedures are kept for reference and can be audited upon request. 5. People Management - Ensure that day-to-day tasks for your staff are planned, executed, monitored and controlled in such a way that days of work for your staff are always in accordance with legal requirements and company policies - Ensure that individual staff work load review is performed and an action plan is proposed to the line manager for approval - Ensure staff performance reviews are undertaken in accordance with the company policies and adequate post performances actions are taken and executed - Each individual staff is managed according to HR best practices so as to ensure its development (Coaching, directing, delegating as appropriate etc...) 6. Customer Relationship Management (Second level Support) - Supervise support activities delivered by the team and ensure that issues logged with you as postpaid second line support are resolved within the agreed time line and quality stated in the interdepartmental SLAs. 7. Finance and Business Risks - Drive and supervise the implementation of IT best practices and audits findings in order to reduce business risk and minimize/avoid revenue loss - Implement operational processes aimed at supporting Revenue Assurance functions within the postpaid area. Page 2 of 7

3 A: JOB RELATED INFORMATION Key Performance Areas: 1. Systems Management: The management of business systems in accordance with MTN Benin Policies and procedures and also in alignment with the ITSM in a box recommended best practices. Supporting Activities (Guidelines, not limited to): - Review IT logical user access of all systems, and get them signed by the line manager - Review and report weekly/monthly KPIs of support activities in your areas. - Daily sign off of backup sheets for all postpaid systems -Issue a monthly capacity and performance report of all your systems - Organize a weekly ORM (Operations Review Meeting) with your staff and report minutes of meeting to line manager - Perform a monthly change review with the line Manager and issue a CRM( Change Review Meeting) report for sign off and filing. -Ensure that management of systems are not disturbed by the absence of one team member and that workload are well distributed to ensure system operations continuity. KPI - 100% compliance to IT user logical access policy. -100% compliance to IT operations management policy % compliance to backup strategy policy -100% compliance to capacity management policy -100% compliance to IT incident and problem management policy. -100% compliance to system procedures: daily, weekly and monthly routines -100% compliance to change management policy 2. Suppliers Management: The management of Suppliers SLAs in order to ensure MTN Benin is getting professional support services in compliance with signed support contracts. - SLA performances review and customers satisfaction review. - Monitor, supervise, and report on the quality of support services delivered to MTN Benin - Follow up on open CSRs with the suppliers and ensure CSRs are closed within the agreed time frame stated in the SLAs and that professional and objective formal answers are provided. - Approve CSRs issued by team members and ensure that basic technical troubleshooting are undertaken by systems specialists before requesting support services from suppliers. - Suppliers SLA KPIs achievement 100% -100% of CSRs are approved prior to escalation to suppliers - Monthly Delivery of SRM report. Page 3 of 7

4 Key Performance Areas: 3.Projects Management: The management of projects as per MTN Benin projects methodology Supporting Activities (Guidelines, not limited to): -Handle projects assigned to prepaid section and ensure that minutes of meetings are documented, followed up and actions taken as to meet agreed deadline. -Coordinate with relevant projects stakeholders to ensure that milestones are achieved without delay. - Perform feasibility studies for new products and services and elaborate a time plan for implementation KPI -100% compliance with MTN Benin project methodology - 100% achievement of feasibility studies requests assigned to prepaid section by prepaid and Billing systems Manager -100% of assigned projects are completed within deadline and quality constraints 4. Policies and Procedures (P&P) Management: To implement new policies and procedures that facilitate the governance and tasks execution with the postpaid area 5. People Management: Human Resources Management as per DOA and company policies and in coordination with the prepaid and billing systems Manager 6. Customer Relationship Management: Management of the service provision to internal users and customers as second level support in collaboration with IT Service Delivery sub-department. - Identify areas of responsibilities that need P&P and propose new processes to line manager - To supervise and lead the implementation of new P&P by the team members - issue a Monthly Report - Prepare IPF for each individual staff and Organize and manage fruitful performance review for each individual staff in accordance with company policies - Organize knowledge sharing sessions in order to promote knowledge sharing amongst staff - Identify training needs for staff members and communicate to the line manager - Promote and manage knowledge sharing among team members. - Organize formal coaching and mentorship sessions for staff underperforming - Ensure that HRIS and other HR required documents are always up-to-date - Supervise the delivery of second level support to IT service delivery by the system specialists - Ensure support is delivered with high level of professionalism and within the agreed time line defined in the SLAs. - Monitor, track and report on the KPIs to the line management - Identified P&P Implemented by July/Dec each year: 100% - Area of business without P&P: 0% by End July or End of December each year % IPFs to be inserted in the HRIS by the target date communicated by HR - 100% of staff members performance review to be completed by the target date communicated by HR - 100% of staff members PDP to be completed by the target date communicated by HR 100% - 100% achievement of interdepartmental SLAs - 100% achievement of Helpdesk SLAs - 100% achievement of feasibility studies requests assigned to the prepaid section by the prepaid and billing systems manager Page 4 of 7

5 Key Performance Areas: 7. Finance and Business Risks: Handling of operations tasks with relevant finance and BRM functions. Supporting Activities (Guidelines, not limited to): - Implementation of initiatives related to Revenue Assurance in order to reduce risks of revenue loss. - Implementation of corrective measures as instructed by the line management in order to close audits findings KPI - 100% of audits findings to be closed as per IT Sr. Manager and in accordance with auditors recommendations Work time span: Between 1 and 2 years A.1 Stakeholder relationships Input Relationships: Output Relationships: - Suppliers of Business Systems: Delivery of maintenance and support functions - IT Servive delivery Manager: backing support as second level support for internal users issues, for customers issues, for Projects, P&S new initiatives - Supervisors of other business units within the company mainly network, marketing, HR. Prepaid and Billing systems Manager, IT Service Delivery supervisors for operational tasks and service delivery Supervisors of other business units mainly marketing, sales and distribution and customer care A.2 Decision Making Decision making on day to day operations tasks in accordance with company policies and procedures and contextual instructions by the prepaid and Billing systems Manager and IT sr. Manager Decision making on the implementation of solutions in accordance with systems operations guidelines and/ or after consulting Suppliers support organisations. A.3 Delegation of Budget signing authorities (if applicable) B: PERSON RELATED INFORMATION Minimum job-related educational qualification required Page 5 of 7

6 - Engineering diploma in IS or telecom. - Supervisory Skills Minimum years relevant experience required for this position: - 3 years of extensive experience in managing Ericsson postpaid systems and intelligent networks. - 1 year experience in a supervisory position B.1 Competencies: Must live the MTN Values of Can Do; Integrity; leadership; Innovation; Relationships Important competencies required for the position: Professional competencies o Knowledge and experience with IT Service Management as promoted by set of best practices (ITIL, etom, COBIT) and certification will be highly recommended o Understanding of Basics of Customer Relationship Management and impact thereof upon the business o Project management: Understanding of the two project triangles namely Cost Quality Time and Individual Team Organization management thereof o HR management o Systems Operations management o Excellent Interpersonal and communication skills o Leadership skills o Good Reporting Skills o Disciplined and always able to lead by example Technical competencies o Excellent knowledge of TABS billing system o Database Management and SQL skills o o Excellent knowledge of Unix and Linux operating system Understanding of telecom communication protocols and interfaces (ss7, IP, UCIP, CORBA, SOAP etc ) B.2 General working conditions Normal working conditions with possibility for travel out of the country Standby B.3 Sign-off / Approval Line Manager: OU Executive: Job Evaluation Custodian (HR) Date: Date: Date: Page 6 of 7

7 C. Organisational Context IT customer Manager Prepaid systems supervisor Page 7 of 7