Lead, Customer Service Application SME at Airtel

Job Descriptions

• The position is a key role within Nigeria that will be responsible for maintaining and supporting all Customer Service Applications, tools and utilities to support Airtel Nigeria IT Services.
• This is an expert role with the responsibility for maintaining close collaboration with HQ-IT Customer Service Application Lead to ensure Airtel Nigeria is delivering business results expected on Customer Service Application domain.

Other job expectations include:

• Delivering activities in line with Customer Service Application domain strategy and initiatives to support IT enablement to drive sales in Airtel Nigeria
• Leading delivery of projects of applicable domain in Airtel Nigeria that attribute to the success of Airtel Nigeria business by collaborating with cross functional teams
• Promoting continuous improvement of processes and delivery of results within assigned domain.
• Ensuring Business Value creation through simplifying application design, simplifying customer experience and efficient deliveries
• Optimizing Change requirement delivery for faster time to market and ensuring first time right efficiency.
• Managing Timely Rollout of Projects:
• Ensuring appropriate Governance mechanisms for successful implementation of projects.
• Delivering On-schedule, on-budget of IT solutions to facilitate commercial products delivery

Essential Requirements

• The Customer Service Application SME must have a deep understanding of the Telco IT domain as well as a broad architecture understanding for IT in a telecom environment
• The Customer Service Application SME will have a solid background in translating business demand to IT Solution design and applying multiple technical solutions to business problems
• The Customer Service Application SME will be well-versed with micro services, containers, cloud, DevOps
• The Customer Service Application SME must be a believer in Open-Source environment to develop software solutions
• MSc/Bachelor's degree in Computer Science, Systems Analysis or a related study.
• 5-7 years of work experience on Customer Service domain’s Application design and delivery.
• Experience working in multi-vendor managed service IT operating model.
• Demonstrated experience in delivering project on relevant domain
• Experiencing in redesigning and simplifying the products, services and processes