About the job

JOB PURPOSE

MFS Support Engineer reports to the MFS Operations Supervisor. He/ She is expected:

·      To ensure smooth MFS operations, to maintain high service availability and to achieve the overall company goals accomplish service availability up to 99.99%

·      To Interface and support other internal teams (Mobile/MFS Business, MFS Service Delivery, etc), 3rd party MTMSL partners such corporate & merchant customers

KEY RESPONSIBILITIES

·      Responsible for operational routines to maintain a high level of quality and availability of MFS   Platforms and products offered by the company to both internal and external customers.

·      Assess breakdown of equipment and if necessary, escalate to service level agreement and warranty

·      Ensure security, licensing and data protection policies are implemented

·      Responsible for the overall upkeep and management of all existing and future MFS services and Products/Projects and their integration to the company operations.

·      Responsible for the design, development /customization/acquisition, and implementations of MFS   products/systems to be offered to our subscribers or to be used internally.

·      Provide MFS business support and escalate to level 3 problems and report to the team.

·      Re-classify problems into level3 (need vendor support) and initiate change request to be approved by team leader and subsequently product vendor /owner.

·      Ensure that all MFS nodes, applications, products, and associated processes are SOX compliant.

·      Review daily operations and Maintenance for the current MFS Platforms (USSD GW, DB, and Telepin, LKS, Bulkpay, TTA, Loan NODES)

·      Generation of capacity, KPI tracking and project progress reports weekly and monthly in a timely manner

·      End to end capacity dimensioning to ensure expansion of corporate platforms is done timely

·      Develop technical specifications and requirements for Systems based on key areas for growth

·      Review offers and BOQs from vendors to ensure that capacity and quality needs of the business are met

·      Undertake system changes and any other projects assigned by the MFS technical manager/Supervisor

·      Responsible for supervision of MFS support, governance and commercial meetings with Supplier, Millicom Regional Team, and Managed Service Provider

·      Support Operation teams, Commercial, BSD and CSD projects and product launches for Systems to meet objectives within timelines and quality

·      Ensure SLA compliance report for MFS is signed off on quarterly basis

·      Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of technology issues and ensuring a foundation of appropriate technical knowledge is maintained.

·      Maintenance of technical procedures to ensure they are current and remain fit for purpose.

·      Always establish and portray a professional image of the department with a customer focused ‘can do’ attitude, setting expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’.

·      Proactively communicate with users to set expectations and enable the most efficient service delivery.

·      Maintain effective communication with other technical staff, operations staff and third party support staff.

·      Maintaining physical security and good order in Data Centre and technology working environments, ensuring all cabling is tidy and appropriately labelled and any equipment alerts or faults identified in the environment are evaluated and dealt with appropriately.

·      Maintain information security through equipment data wiping, ensuring disposals are dealt with in an appropriate manner to protect against data loss including configuration wipes of any infrastructure equipment.

·      Maintain the password, user access and change control procedures ensuring appropriate documentation has been completed and sign off attained.

·      Manage administrative privileges in line with technology policies.

·      Ensure that all Service Desk calls for the Technical Team meet the defined SLA’s and where these are breached escalate appropriately.

·      Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, communicating status of any call escalations with all members of the team and key users.

·      Investigation and resolution of 2nd line support calls including call logging, diagnosis, and resolution as appropriate for all calls as defined by ITIL standards.

·      Provide technical & infrastructure support for the technology environment.

·      Structured analysis and a creative approach to problem solving and resolution.

Expected Knowledge/Competence/Skills/Experience and attitude

·      Bachelor’s degree in computer science/IT/Electronics/Computer engineering or other related degree programme

·      MS office skills: Knowledge of Microsoft Excel and basic Microsoft PowerPoint is essential

·      Effective communication, writing and presentation skills

·      MFS or finance business related process knowledge

·      Planning and organization skills

·      Technical credibility

·      Personal/strategic responsibility

·      Stress tolerance

·      Problem solving

·      Decision making

·      Integrity

·      Project Management Skills

·      Certification in Project Management is an added advantage

·      Commitment to organizational objectives

·      Positive and dynamic attitude

·      Must have a minimum of 3 Years’ experience in MFS/VAS area