Team Leader : MVNO Technical Support Desk
At Cell C, we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. We are seeking a seasoned professional to join our dynamic team as Team Leader : MVNO Technical Support Desk to oversee the real-time technical support desk and related services and systems.
Purpose of the Job :
The Team Lead is responsible for overseeing and ensuring the efficiency of the day-to-day activities of the real-time technical support team, services and systems. This role manages end-to-end activities of the technical support team that handles real-time customer queries, system anomalies and service interruptions for the MVNO business. It involves defining and implementing support processes, managing vendor relationships, and ensuring the efficient resolution of incidents.
Main Responsibilities :
- Process Definition and Implementation
Define and implement detailed processes for handling various types of real-time customer queries and technical issues, ensuring efficient and effective resolution
Conduct real-time trend analysis to identify recurring issues and areas for improvement, thereafter, develop and manage end-to-end resolutionsEstablish, document and implement standard operating procedures (SOPs) for the technical support team to ensure consistency and efficiency in operationsIdentify, assess, and mitigate potential financial risks and exposures, advise management on technical and financial implications and establish controls to prevent lossesManage relationships with vendors and suppliers, ensuring they meet their contractual obligations and deliver high-quality servicesManage vendors to implement necessary upgrades and maintenance to the technical support systemsNegotiate contracts and manage service level agreements (SLAs) with vendors to ensure optimal service deliveryTeam ManagementLead a multidisciplinary team of engineers ensuring they have the resources, guidance, and support needed to deliver successful outcomes
Mentor and develop team members, promoting a collaborative and productive work environmentAssign tasks and responsibilities to team members based on their expertise, ensuring optimal team performanceDefine job functions and KPIs for D1 specialists, ensuring their roles are aligned with the team's objectives and operational needsConduct performance ratings and provide feedback to D1 specialists, identifying areas for development and trainingFacilitate and / or lead internal knowledge sharing and skill transfer workshopsConduct regular team meetings to review performance, discuss challenges, and plan for upcoming tasks and projectsManage day-to-day people’s tasks such as leave, standby and overtime scheduleStakeholder EngagementEngage and collaborate with internal stakeholders, including the wholesale business division, to ensure alignment on objectives and priorities
Engage and collaborate with external stakeholders, including MVNO partners and vendors, to manage relationships and address any issues or concernsProvide regular updates to senior management on team performance, system status and key metrics ensuring alignment with business objectivesManage customer expectations and ensure that delivered solutions meet or exceed requirementsPlanning and Decision MakingDesign, develop and execute micro plans with a horizon of 3-9 months to achieve KPIs and service levels, including resource allocation, project timelines, milestone tracking and staff upskilling
Identify, assess and drive decisions on business processes, vendor engagements and resource allocation, ensuring alignment with strategic goals and operational needsAnalyze and propose applications / DB / Equipment to senior management on the team to meet and forward plan on operational requirementsIdentify, assess and implement improvements to existing processes to enhance efficiency and effectivenessCustomer Support ManagementManage the day-to-day operations of the Technical Support Desk, driving timely and effective resolution of customer issues
Manage customer escalations, ensuring that issues are resolved promptly and to the satisfaction of the customerDevelop and manage the implementation of strategies to improve customer support processes and enhance overall customer experienceManage ticket and incident process to ensure MTTR (Mean Time to Resolve) aligns business and performance SLAsCollaborate with required teams to deliver detailed Root Cause Analysis (RCA) or Incident Reports (IR) for all high-priority incidents within the agreed timeframeExperience and Technical Competence
8+ years of relevant experience, including technical and management rolesProven experience in billing systems and backend processes, including the ability to troubleshoot and resolve complex issuesExperience with network operations, solution architecture, and integration functions, with experience in managing these areasAbility to translate tactical approaches into actionable results and KPIs, ensuring the team meets its objectives and delivers high-quality serviceIn-depth knowledge of technical support and operations, including backend systems and vendor managementExperience in managing technical teams and guiding D1 specialists, providing technical expertise and leadershipExperience in ITIL practices for IT service managementKnowledge of SDLC practices / processesExperience in AWS infrastructure and containerized environmentsGood knowledge of databases (Oracle, PL / SQL or SQL Server)Education
Bachelor’s degree in computer science, Engineering, Information Technology, or a related fieldEqual Opportunity Employer
Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic.
Seniority level
Mid-Senior levelEmployment type
Full-timeJob function
Information Technology and Customer ServiceIndustries
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