JOB DETAILS:
Helios Towers is a leading independent telecommunications infrastructure company, having established one of the most extensive tower portfolios across Africa. It builds, owns and operates telecom passive infrastructure, providing services to mobile network operators. Helios Towers currently operates in eight markets in Africa and has recently signed agreements to enter four new markets in Africa and Oman in the Middle East.

Location: London/ Ghana/Malawi/DRC/Congo Brazzaville/South Africa/Tanzania/Senegal/Madagascar

Overview:
The role will be responsible for Group-wide Business Applications support working closely with application end users, application owners, 3rd party vendors, other stakeholders and the wider IT team in providing technical support, investigating, troubleshooting and diagnosing application issues.

The role will also be responsible for upgrade, deployment, testing and training for existing and new solutions adopted across the group as part of the Business Applications Team in addition to performing a full range of activities in supporting and ensuring Business Application uptime and availability.

Key Responsibilities:
• Provide first-line investigation and diagnostics of all business applications incidents
• Log all Incident/Service Request details, allocating categorization and prioritization and Keep users informed about their Incidents’ status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Follow-up with 3rd party vendors on open incidents to ensure they are resolved within the agreed timelines
• Identify and document outage root causes and escalate major incidents to the Business Application Manager
• Verify resolution with users and resolve Incidents in the ticketing tool and resolve escalations as per defined escalation/resolution procedures
• Performs gap analysis to highlight breaches of SLA targets with reasons and recommending actions to prevent their recurrence
• Work closely with the IT Project team in the execution and implementation of new applications, and provide support for new innovations and automation.
• Execute test plans for new features or application enhancements and support system conversions, upgrades, enhancements
• Work closely with the IT infra team in executing planned changes in line with IT Change Control process, maintaining and updating technical documentation, training, and instruction manuals and ensuring application uptime and availability as per set KPIs

Requirements for the role:
• Educated to Degree Level in Computer Science, Engineering or relevant industry experience
• Minimum 4 years’ industry experience and 2 years in a similar role
• Industry-related training and certification
• Experience working in a multinational FTSE 250 organization
• Knowledge of O&M ticket management / ITSM platforms, specifically Service Now, Stock Asset Management platform experience
• Database Management Platforms experience
• ERP experience, including HCM (SAP, Oracle, Infor, Microsoft Dynamics)
• Other financial systems and process experience desirable (Cognos, Oracle, Blackline, billing systems)
• SharePoint Online administration Microsoft Power Apps
• Good general knowledge of Microsoft technologies (any Linux experience desirable)
• Experience in a cloud environment, AWS or Azure
• Experience of user authentication systems, e.g AD, Azure, Okta, etc
• Any programming skills (VB.NET/Java/Python), scripting or SQL desirable Application Support; experience managing and/or performing break-fix and incident support services
• Fluency in English, French is desirable

Desired Skills
• Customer-focused and problem solver
• Strong interpersonal skills
• Excellent stakeholder relationship management Good written and verbal communication skills
• Experience of IT service delivery in a Financial/Telecommunications environment, ideally in the Tower industry
• Independent and self-managing
• Takes initiative
• Works independently Self-starter
• Manages time Prioritization