MFS Operations Advance Specialist – Zain Sudan
Job Description
| Job Id | 2383BR |
| Section/Unit | Zain SD |
| Vacancy Type | New – Full Time Employee |
| Job Expires | 14-Feb-2024 |
Job Purpose:
Accountable for effective and efficient operation and maintenance of Zain MFS its peripherals System & Knowledge so that to ensure high availability and reliability of the systems.
Accountable for support and to ensure the highest possible level of customer satisfaction and improve the customer experience
Key Tasks/Accountabilities:
- Manage the daily Operations, Maintenance, and Support of Zain MFS.
- Conduct periodic health checks and preventive maintenance
- Adhere to processes, procedures, activities, and systems for accurate recording and reporting of system operation, maintenance, outages, and downtimes.
- Receive and attend incidents (fault analysis, determination of cause, and directing corrective action) and coordinate with concerned Technical Stakeholders to ensure resolution within SLAs and provide related reports
- Support roll-out, scaling, and management of new MFS releases.
- Attend, review, and sign off acceptance tests, Coordinate System upgrades and implement required changes.
- Handle customer/agent complaints by collaborating with L1 support.
- Manage users, agents and partners account.
- Escalate documented cases to the L3 and follow up until solved.
- Work closely with stakeholders through the Fintech team including bank partners, central bank, master agents, and other statutory bodies to investigate issues and provide needed information.
- Work closely with all related divisions and external vendors to resolve production system issues, propose needed enhancements, and ensure functional interests have been captured for all products
- Monitor and review abnormal condition reports and provide technical reports.
- Support in Services implementation in line with market strategy and collaboratively with the business team.
- Participate actively in business discussions and support transition and implementation of new business and offerings into products and services.
- Produce timely and quality reporting, that supports decision-making for the Fintech team and management.
- Manage and monitor Vendor’s SLAs along with preparing acceptance certificates.
- Input into the development of contingency plans to mitigate risks/issues as the Zain SD network expands and the business grows.
Typical Performance Measures:
- Customers Applications Performance KPIs and SLAs tracking
- Quality of relationships with internal customers/peers/suppliers
- Delivery of outcomes to agreed quality standards and deadlines
- Effectiveness of issue resolution/decision making/change control and risk management
- Accomplishment of internal and external customers’ requirements
- Adaptability of work plans/resources in response to change
- Consistency and Quality of running services and solutions
- Effectiveness of Customer Care department’s “first point of contact” resolution
Dimensions:
- Reports to Services & Enterprise Systems Operations Manager
- Responsible for company job-related assets.
- Adhering to ITIL Processes.
What Do You Need to Qualify
PERSON SPECIFICATION
Qualifications/Experience:
- Previous experience in maintaining, configuring, and operating systems.
- Managing people.
- Knowledge and experience of RDBMS.
- Strong PC skills.
- Fluent in Arabic and English.
- Mobile Telecommunications & banking background desirable.
- Good experience in billing concepts and applications.
- Professional qualification preferred – Degree in Computer Science or Computer Engineering or telecom-related.
- On-the-job training.
- 3 years’ experience.
Knowledge:
- Broad understanding of the Mobile Telecom industry.
- Good understanding of the Sudan market.
- Good understanding of best practice Change Management processes and methodologies
- Excellent understanding of business processes, fraud management, and business rules
- Understanding of the relevant regulatory, legal, and other contextual factors impacting the successful operation of MFS
- Understanding of GSM mobile operations, charging, products and services
- Agile, DevOps, and CloudNative Deployment Environment Knowledge
- Knowledge transfer
Skills:
- Ability to interpret and apply best practice methods/processes
- Excellent numeracy and analytical skills
- Management of external suppliers and software/hardware vendors
- Conflict handling and resolution skills
- Strong follow-up and decision-making skills.
- Tedious and Repetitive works Automation Mindset
- Change management
- Highly developed communication and reporting skills (verbal and written) in both Arabic and English
- Ability to impart knowledge to others in a 1-2-many environment
Key Behaviours for Success:
- Analytical Thinking and Problem Solving
- Creative thinker
- Forward Planning
- Results Driven
- Concern for Standards/Efficiency
- Being Collaborative
- Tenacity, Resilience and Self-Management
- Good on follow-up and decision maker.
About Zain Sudan:
The country’s leading operator was established in 1997 and today serves More than 16 million customers as of 31 August 2020, reflecting a market share of more than 48%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population with 2G, 3G, and LTE sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Sudan workforce, the company is committed to employing high-caliber people as well as nurturing the finest Sudan talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Sudan please visit www.sd.zain.com
