Manager. Technical Support at T2 (Formerly 9Mobile)

Job Summary       

• Identify and review gaps on all processes within the technical team, measuring suitability, KPIs and enforce proper utilization
• Provide the support in review of internal activities. Providing the required assistance for the internal audit team, and follow-up of recommendations.
• Responsible for Vendor Performance and Quality index measurement and reporting across the Technical unit       

Principal Functions   

• Manage the conduct of periodic process reviews cross the technical department with user groups
• Manage all ERM initiatives across the QoS and Technical Support units
• Manage and provide the required support for the Internal Audit unit in conducting internal Audits, exit meetings, following up on audit points and ensuring timely closure
• Support as business analyst for identified process gaps within Technical unit
• Support Technical SMEs in developing identified process across the business unit
• Periodically review the utilization of processes within technical units.
• Engage with Technical SMT as a business analyst on continuous operational efficiency
• Set up and report on Vendor management Performance periodically, with cross departmental focus
• Provide support on Company QoS Improvement Programs

Educational Requirements   

• First degree from  a recognised University

Experience,Skills & Competencies   

• Six (6) to Eight (8)  years work experience with at least three (3) years in supervisory role
• Data Gathering and Analysis
• Process design
• Problem Solving
• Communication
• Change Management
• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Team work
• Customer Focus