Manager, OSS & Service Processes at IHS Towers

Reports To: Service Desk & OSS Platforms Senior Manager

Summary

• To manage all aspects of the OSS platforms and services as provided to our internal customer (NOC).
• This involves managing customer relationship, holding CAB discussions, vendor management and issues resolution.

Responsibilities

• Manage vendor resources ensuring timely and successfully delivery
• Escalate issues as and when appropriate to IT Director
• Responsible for ensuring all Reporting requirements for NOC are met within time and quality constraints
• Manage resource(s) for managing OSS technical projects supporting our NOC Center:
  • End-to-end management of project from requirements, vendor development, internal testing to deployment
  • Vendor meeting management
• Responsible for hold regular NOC Change Advisory Board (CAB) sessions with our NOC:
  • Hold regular CAB sessions with the NOC Management and key stakeholders
  • Manage technical resource(s) managing all aspects of the services IT provides to NOC (reporting, SIM management, APN management, etc.
  • Handle escalations in a professional and timely manner
  • Reporting as and when required
• Responsible for ensuring ordering, testing and overall management of SIM card requisitions from end users:
  • Manage SIM card projections
  • Work closely with suppliers (MTN, 9Mobile, etc.) to ensure quality of SIM cards supplied to IHS
  • Provide support in resolving issues with SIM cards (internal and external resolutions / escalations)

Requirements, Education and Experience

• University degree - IT or related field
• Industry experience - preferred Telecom Operator experience (6+ years, 1+ years as a manager)