Engineer - Cloud Services Engineering ICT COE at MTN

JOB DESCRIPTION
Mission/Core purpose of the Job Working closely with the MTN Executive Leadership Team and the Opco CEOs, the Executive: Group 
Mission/Core purpose of the Job

• Ensure planning and implementation of client-specific cloud infrastructure services and technology solutions aligned to the standard operating procedures. Provide technical engineering support for the MTN Technology B2B Centre of Excellence (CoE) to enable the resolution of complex critical client problems. Maintain all policies relating to cloud infrastructure platforms and applications.

Context (Global influences, environmental / industry demands, organisational mission etc.)

• The MTN Group strategy – Ambition 2025 – is based on 10 main pillars, including the Platforms one.
• Based on that, an increased focus is required on Enterprise ICT services and platforms across all MTN Operating Companies.
• In order to accelerate on this stream, MTN Group ExCo has decided to establish a Centre of Excellence (CoE) dedicated to those services.
• This is not far from what is happening in other Telco groups, like Telefonica or Vodafone.

The current allocation has been selected among few options and has been approved from the Executive Steerco that is supervising the programme with the participation of Group and SA Exec’s

• MTN South Africa is establishing a dedicated Technology function to support the MTN Converged ICT services ambitions.
• It has been agreed that the existing Technology support for the Group Elevated Multinational accounts will be housed within the Enterprise CoE with the Operations, Service Management, Incident and problem management being ring fenced into a dedicated function within Technology B2B CoE organisation.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Deliverables

ICT Planning and Design

• Planning and any other technological duties associated with MTN cloud SaaS and IaaS solutions. 
• Work with Technical Product Design team to analyse customer requirements associated with MTN cloud SaaS and IaaS solutions. 
• Providing input to the design and planning of cloud related solutions and platforms
• Generate project support documentation, including procedural documents for implemented systems.
• Identify opportunities for improvement, optimise performance and scalability of existing cloud solutions.
• Apply best practice, and continuous improvement and innovation at process and procedure level.
• Implement reports to measure relevant customer implementation KPI’s.

ICT Development 

• Work with the Technical Product Design team to develop and continually optimise the end-to-end process flow to ultimately ensure customer satisfaction.
• Gather and analyse product and service requirements from multiple customer facing entities.
• Develop relevant documents as input to technical teams. 
• Assist in supplier/partner technical assessments.
• Design and implement workaround solutions and out-of-the-box thinking to ensure speed to market.
• Give inputs into the development of bespoke SLAs that meets customers’ requirements.
• Work with Assurance teams to continually improve customer experience of provided solutions. 

Systems Optimisation & Performance

• Ensure quality objectives are met and maintained.
• Track and report on performance problems and performance improvements on division level. 
• Review design and implement optimisation changes.
• Support the commercial team in response to client RFP by translating customers’ requirements into technical specifications.
• Provide high level input on the planned cloud/technologies.

Operational Excellence

• Research, architect and implement new technologies in line with business needs to assist productivity and functionality in cloud platforms.
• Maintaining knowledge of current technology trends.
• Test new technology and software in the lab and establish fitness for MTN Business use.
• Constantly learn and evaluate technological skills as is relevant to Cloud Hosting.
• Assist with troubleshooting of systems-related issues escalated via Network Operations Centre (NOC) and Customer service consultant (CSC).

Supervisory / Leadership / Managerial Complexity: 

• Mentoring and Coaching of Graduate Engineers
• Engineers must be proficient in the ability to manage their day-to-day tasks/projects, work within given Time Scales and inform management in urgent scenarios when additional resources are required to ensure deadlines are met.
• Engineers must be proficient in the ability to manage their time accordingly

Role Complexity: 

• Must understand Cloud Adoption Frameworks
• Must have willingness to get related industry certifications for cloud (AWS, Microsoft Azure, GCP etc.)

Job Requirements (Education, Experience, and Competencies)
Education:

• 3-year degree/diploma in IT or Computer Systems 
• Fluent in English

Experience:

• A minimum of 3 years’ experience in an ICT environment within the Telecoms sector, with specialisation experience in supporting and troubleshooting enterprise level cloud solutions
• Experience working in a medium sized organization 
• Related industry certifications in cloud solutions (AWS, Microsoft Azure, GCP, VMware).
• Cloud and Hyperscaler planning, implementation, and management.
• Knowledge of Cloud Hosting Platforms, App Modernization, Automation across Web, APIs, Databases, and Operating Systems
• Understanding of and experience with Planning Methodologies (Prince2, Scrum, Agile).
• Knowledge and experience of Cisco Networks, including Firewalls, SDN/SDWAN.
• Experience in Automating the Deployment and Management of Cloud Services.

Competencies:

Head - Big Picture Focus (10)

• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused (50)

• Results Achiever - Drives team objectives and contributes to sustainability of results
• Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others 

Authorities

• As per delegation of authority.

Collaboration (Formal and Informal Relationships)
Responsibility towards: 

• Key customers: MTN OPCOs, Group Enterprise MNC team, Pre-Sales.
• Key suppliers: Key Technology Partners,  MTN SA GICT, MTN OPCOs, Global Connect & Relevant Industry Bodies.