Engineer - ICT Services Operations Technology Information at MTN

Mission/ Core purpose of the Job

• The Centre of Excellence is looking for a skilled engineer in the pillars that it supports (Internet of Things (IOT), Unified Communications & Collaborations, Cloud, Connectivity Converged Services & Security) to work on advanced applications and underlying infrastructure that supports millions of subscribers and large enterprises. We are looking for an Engineer with experience in servers, computing and networks, with the ability to understand, solve and communicate issues and opportunities to improve our systems. 
• You will be responsible for identifying problems, documenting and solving issues, and working on projects that really make a difference to how we operate. 
• The engineer will shadow all Specialists and adopt the methodologies, learn, and leverage on the experience of the team. We are looking for a Services Engineer to support the team in new projects and support the current production solutions and services.

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

Tactical and Operations

• Support and Maintain all ICT Services applications.
• Manage all operating systems and application that run the pillar solutions offered to our enterprise customers
• Work with the Specialists to build a deployment plan and see that plan through to the end solution state.
• Ensure the upgrading of existing systems.
• Support systems to achieve the Company set Key Performance Indicators
• Work with related stakeholders concerning the prompt restoration or provision of service in full or partial system failures
• Treat all systems as mission-critical
• Travel to site for support duties, testing, new installations and upgrades where needed
• Configuration management and system orchestration using MTN’s related systems
• Document system configuration and changes in system configuration.
• Work with the Specialists to design and implement highly available solutions
• Ensure all area day-to-day tasks are being completed to the required level
• Analyse performance trends and failure impacts on service
• Have a core competency to support the advertised TCOE services pillars
• Be capable of supporting at least 2 of the other solutions offered in the Enterprise Business Unit: Managed Network Services, Cloud, Unified Communications, Hosting, Security, IOT.
• Work with the Specialists to deploy and maintain server infrastructure, virtualisation environment, storage network and application-level network services.
• Replacing and upgrading of end-of-life systems.
• Execute the upgrade and replacement of hardware/software before end-of-life.
• Maintaining knowledge of current technology trends.
• Testing new technology and software in a lab environment and establish fitness for MTN use.
• Constantly learning and evaluating technological skills as is relevant to a Tier 1 ISP.
• Communicate all faults and planned work through the correct channels    
• Work with the project teams to approve the outcome of Acceptance Testing results from suppliers.
• Administer the roll out of all software package related to the area.
• Ensure that system utilisation reports are in place and relevant
• Maintain smooth running of Linux, Windows, and virtual environments
• Continuously evaluating through correlation and monitoring systems
• Work with the Specialists to optimise productivity by automating repetitive tasks.
• Develop and deploy tools or total solutions in aid to business processes and general productivity.

Business Support

• Collaborate and provide business with knowledge of the technical capability of the core pillar contracted for. 
• Implement IS solutions that meet business requirements.
• Ensure timeous delivery of requirements along with the Specialists.
• Maintaining knowledge of current technology trends.
• Analyse the current business environment to detect critical deficiencies and report on them
• Work with the Specialists to designing, implement, and managing scalable architecture for internal and external customers based on required products
• Constantly learning and evaluating technological skills as is relevant to a Tier 1 ISP.

Governance

• Follow all corporate governance procedures in place
• Work with the Specialists to document and test system before promoting to production.
• All changes should be documented and managed for all production environment changes.
• Comply with all security policies defined by MTN
• Ensure that all ICT Operations policies, processes, and procedures are documented, understood, adhered to and continuously maintained.
• Facilitate the auditing process between MTN and vendor to ensure that audit findings are resolved and managed
• Support the integration forums with Revenue Assurance to understand issues, planning and concerns.
• Ensuring vendors adhere to MTN Governance and Processes.

Project Delivery

• Attend project kick-off meeting to clarify complete customer requirements and deliverables. Liaise with planning departments to discuss upcoming projects
• Ensuring that ICT Operations is involved in a project every step of the way, such that they can prepare for ATP (Authority To Proceed).
• Ensure delivery of (authorised) projects according to the prioritised project list with the support of the Specialists.
• Ensure that all systems (or set of systems) are properly documented for Operations by the vendor
• Identify and report on risks and propose how to mitigate on risks.
• Assist with the support of all projects assigned by manager

Supervisory / Leadership / Managerial Complexity: (responsibilities for directing / guiding/ motivating / influencing others)

• Mentoring and Coaching of Graduates
• Monitoring Vendors
• Engineer needs to work with the Specialists build solution performance review
• Support business units that need an additional point of view within the guidance of the manager or the Specialists.

Role Complexity: (additional complexity that is not inherent to the position)

• Highly technical position requiring vast technical knowledge
• High pace of technological advancement/development
• Reliance on 3rd party vendors
• Systems involved directly support a Tier1 ISP and focusing on support and availability aligned with existing network topology
• Support other departments or areas within Operations and planning from an Engineering viewpoint
• Must be competent in compiling reports.

Creativities (improvement/innovation inherent) 

• Absolutely self-driven, constantly finding new ways to solve problems, being able to apply technological prowess to solve real world problems arising from the daily operations of the business.
• Has the ability to bridge freely between different technologies and applications
• Continuously review system performance and recommend creative ways to enhance performance
• Lateral, logical thinking, problem solving and troubleshooting
• Innovative ways of investigating the root cause of problems and failures.

Vulnerabilities (difficulties or factors that influence the position and are out of the position’s control)

• Network service availability
• Environmental factor (Electricity availability)
• Software bugs
• Mistakes resulting in outage can potentially affect the availability of service to millions of subscribers.
• Standby will be needed for this position due to the size and key needs of the supported environment.

Job Requirements (Education, Experience and Competencies)

Education:

• 3-year degree/diploma in IT or Computer Systems
• Microsoft Certified Professional or Systems Engineer is an added advantage
• RedHat Certified Systems Engineer / LPI is an added advantage
• Certifications across various vendors that make up the infrastructure (MCITP, VCP, CCNP, RHCE, LPI and more) is an added advantage

Experience:

• Minimum 5 years general systems administration experience in a Linux environment and work experience in an ISP
• At least 3 years’ experience in system administration on Windows/Unix/Linux platforms (Server 2008 and above, RedHat/Debian)
• Experience working in a medium size organization
• Experience with Linux (Red Hat/CentOS, Ubuntu) is an added advantage
• Experience with VMware, Hyper-V, and Red Hat virtual environments is an added advantage
• Understanding the concepts of SDN and SDWAN is an added advantage

Training:

• Linux, Vendor Platform Specific Training, SQL, Technology Management, Virtual solutions.

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

• Inputs and recommendations into support and maintenance agreements with Vendors etc.
• Staff recruitment assistance
• Recommendation of Overtime and general expense claims
• Analyse performance trends and failure impacts on service.
• Collaboration (Formal and Informal Relationships)

Responsibility towards:

• Direct reports – Manager: ICT Services Operations
• Key customers – All MTN OPCO’s EBU, Global Connect
• Key suppliers – Network Teams, development, Core Network Teams, Facilities hosting, Hardware vendors.
• Other Relations – Troubleshooting escalations from NOC and CSC, all involved Vendors / Suppliers