Specialist - Automation and Monitoring - Roodepoort, South Africa - MTN Nigeria

MTN Nigeria

Verified Company

Roodepoort, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Automation and Monitoring Planning, Design and Development

Produce plans and actions to automate tasks, interface these to backend systems using internal APIs and/or other forms of dedicated scripting languages, to reduce cost; increase speed, accuracy, and consistency; improved quality and performance scalability
Develop, implement, support, and optimize automation and monitoring dashboards for IT Operations and Testing Services to ensure an effective and stable support of the Digital Services, VAS, EOM, IT Helpdesk and MTN Group Services.
Collaborate and discuss Automation requirements with other teams, propose and implement solutions for overall E2E Automation, based on new features, services, products, and environments
Accountable to Analyse and troubleshoot automation issues
Support automation proof of concepts to deliver and promote automation within IT Command Centre

Infrastructure Implementation

Implement aomation and monitoring through RPA/Chatbot and PRTG/App Dynamics in the IT Command Centre.
Perform the support and Maintenance function on Digital Services, VAS, EOM, IS Helpdesk and MTN Group Services.
Implement, maintain and support ITSM, Project Management and other business tools within the IT Command Centre.
Support the Service Operation and Digital Services systems to achieve MTN's set Key Performance Indicators (KPI % Availability).
Be involved in systems performance improvement planning and to implementation through KTLO, CAB and other processes.
Participate in the Oxygen, Accelerate Technology Efficiency and other capital projects.
Provide support to improve and optimize customer experience services provided by Customer Service and Operations (CSO), CBU, EBU, TES and BRC.
Document system configuration processes, configuration changes and the layout of the CMDB.
Identify Configuration Items (CI's) to be added to the CMDB.
Participate in the building, support and optimization of the video wall.
Train (onthejob training), mentor and coach team members in line with busines and departmental key performance areas (KPA's), including progress monitoring.
Provide technical advice in all departmental and interdepartmental projects.
Ensure all area daytoday tasks are being completed to the required level.
Ensure SLA's, OLA's and Underpinning Contracts are achieved and maintained.
Document all processes and procedures in line with Business Governance, Risk and Compliance.
Communicate all incidents, system changes and planned work to all stakeholders and other interested parties based on the necessary RACI chart.
Keep line of reporting informed of progress in all projects, including any problems and challenges that may arise.
Integration between DB's, different OS's, other Technologies and Applications.

Robotic Automation Process (RPA) and Artificial Intelligence (AI

Use RPA/Chatbot automation activities to alleviate the current manual tasks to reduce user/customer complaints to the IT Command Centre and End User Services technicians, resulting in considerable amount of cost saving
Use Chatbots and other relevant software solutions to service customer requests for information and problem solutions.
Implement IVR systems that incorporate intelligent interaction with IT services users/customers

Contract Management

Assist Commercial and Procurement with Technical Consultation in contract negotiations with Vendors and other services suppliers
Provide Technical content for RFI's, RFP's and RFQ's
Assist Commercial and Procurement with the Technical evaluation of RFI's, RFP's and RFQ's

Vendor Management

Maintain vendor interaction for automation and monitoring platforms, designs, and technologies
Manage dependencies and expectations between multi sourcing vendors
Maintain the relevant MTN SA vendor relations
Ensure that vendors provide the maximum value at a minimum cost to MTN SA

Capacity Management

Plan and Maintain capacity through automation and monitoring on ITSM building blocks
Manage capacity based on organic growth and project related requirements informed by automation requirements

Demand Management

Execute on the agreed ITSM Services
IT Planning, Design, Implementation and Support of Business Plans within the constraints of approved Budgets (owned)
Manage demand for unplanned optimization requirements
Assist other departments with Automation Requirements (nonowned) by providing technical input into Test Cases, obtaining Quotes (in conjunction with Procurement) and assisting with the procurement of the Resources, Services and/or Software Licensing
Action day to day requests for Automation and Monitoring services raised by our stakeholders

Minimum Job Requirements

Education:

Minimum 3year bachelor's degree or diploma in Computer Science, Information Systems, or equivalent qualification is essential
ITIL Certification
Fluency in English

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