Manager, Support – MTN Global Connect at MTN Ghana

Job Summary:

• The role will be responsible for providing Technical operations support, managing a support desk which includes end user and OpCo 1st line support for Roaming, Signaling, Messaging, IT, IP/MPLS areas.

Job Role

Technical Operations

Provide 1st line support for issues/queries raised by customers:

• Undertaking raised tickets and preliminary communication with end users

• Analyse impact of incidents and provide feedback to affected users or business area

• Provide escalation support to the team to expedite the resolution on incidents

• Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems

3rd party L3 support.

• Liaise with 3rd lines of support to resolve incidents

• Escalate the resolution of issues

• Obtain 3rd lines support, track progress

• Produce monthly SLA repor...