Senior Manager - Digital Online and AI Operation.Technology Information
MTN
Job Description
,
, - . Must preserve all original content word-for-word, no additions or removals. The input already has HTML tags like
, ,
, etc. We must convert to required format: use for section headers (e.g., Mission/Core purpose, Education, Experience, Skills, Key Activities & Responsibilities, etc). Use
for introductory paragraphs and general text. Use
- for list items (duties, requirements, qualifications, skills). No CSS classes, no inline styles, no , no
. Must preserve all original content word-for-word. That means we cannot drop any text, but we can change tags. We must replace with appropriate heading tags? The instruction: Use for section headers (e.g. Responsibilities, Qualifications, Requirements, Education, Experience, Skills, How to Apply, Key Duties, About the Role). So we need to convert each that is a section header into . Also we need to convert bullet-like lines? The original text does not have explicit bullet lists; it's paragraphs with line breaks. We need to decide where to use - . The instruction: Use
- for list items (duties, requirements, qualifications, skills). So we need to identify lists within the content. The content includes many sentences separated by periods, not explicit list markers. However we could treat each sentence as a list item? That would change content (adding
- tags). But we must preserve all original content word-for-word, not add or remove. Adding
- tags is adding markup, not content; that's allowed as long as we don't alter the text content. The instruction says preserve ALL original content word-for-word — do not add, remove, summarise, or rephrase. Adding tags is okay because it's markup, not content. So we can wrap each duty/requirement sentence in
- . But we need to decide where lists start and end. The original has sections like "Education" with two lines: "Minimum of 4 year tertiary qualification..." and "MBA or Masters advantageous". Those could be list items. Similarly Experience has multiple sentences each on new line (though separated by
). We could wrap each sentence as - . However we must be careful not to break sentences that contain multiple sentences separated by period but not line break. The original uses
to separate lines. So we can treat each line separated by
as a list item.
Thus approach: Parse the input, replace headings with . Replace
tags as needed. Remove
tags and replace with appropriate list item boundaries or paragraph breaks. Since we cannot use
tags, we need to convert line breaks to either
or
- . The instruction says no
tags. So we must eliminate them.
We must also remove entities (they are not
). They are spaces; we can keep them as spaces? Probably we should keep them as regular spaces. The instruction says preserve all original content word-for-word. is a character entity representing a non-breaking space. If we replace with a regular space, that changes content? It's still a space but different entity. Might be considered change. Safer to keep as is. But we cannot have
tags; we can keep .
We need to output only HTML, no explanation.
Let's reconstruct.
Original text:
Mission/ Core purpose of the Job
The Senior Manager: Digital, Online and AI Operations Digital is responsible for providing strategic and operational leadership over MTN SA’s digital customer engagement platforms and enterprise integration services within the IT Application Operations function. This role ensures the seamless, secure, and highly available delivery of MTN’s digital channels including mobile applications, web portals, and messaging services, while concurrently managing the enterprise integration middleware and API gateway platforms that enable critical interoperability across MTN’s technology landscape.
By orchestrating cohesive cross-functional collaboration with other Senior Managers within IT Application Operations and business partners, the Senior Manager champions customer-centric, resilient digital experiences and robust enterprise integrations, enabling MTN SA to accelerate its digital transformation agenda and sustain competitive advantage in the telecommunications market.
Education
Minimum of 4 year tertiary qualification in Information Technology, Computer Science, or related discipline.
MBA or Masters advantageous
Experience
Manager track record of 5 years or more with at least 3 years in IT Application Operations or equivalent telecom IT service support roles, preferably within large telecommunications or complex enterprise environments.
Significant experience in managing operational support for digital customer channels, messaging platforms, voice services, and enterprise integration applications.
Proven track record leading cross-functional operations teams responsible for service delivery, incident management, and continuous improvement of application portfolios.
Experience working with vendor-managed application services and driving vendor performance to meet IT service levels.
Demonstrated ability to implement and govern ITIL-aligned operational processes and frameworks ensuring high service availability and compliance.
Experience collaborating with business stakeholders, IT security, and architecture teams to align operational delivery with organisational objectives and regulatory requirements.
Skills
Proven expertise in IT Application Operations with strong focus on application support, incident management, and service delivery for digital channels and integration applications.
Strong leadership capabilities with experience managing multidisciplinary teams supporting diverse application portfolios including digital platforms, messaging, voice, and enterprise integration middleware.
Deep understanding of ITIL service management practices (incident, problem, change, release), governance, and operational risk management within large-scale telecom IT environments.
Exceptional stakeholder management and communication skills across IT teams, business units, and vendors.
Competence in vendor management and contract negotiation related to application support and platform service delivery.
Analytical and process-oriented mindset with demonstrated ability to drive continuous improvement initiatives, automation, and operational efficiency.
Solid operational knowledge of messaging systems, digital channel platforms (mobile, web), and enterprise middleware/integration applications—not including cloud infrastructure management
Key Activities & Responsibilities
Advanced Application Operations
Provide operational leadership to support engineers and service operations specialists managing advanced applications within the IT Application Operations environment.
Oversee incident management, ensuring rapid identification, escalation, and resolution of technical issues impacting platform availability and performance.
Implement robust capacity and availability management practices to sustain operational SLAs and service quality for advanced application platforms.
Drive continuous process improvements focused on automation, operational efficiency, and reduction of manual interventions.
Coordinate with other IT teams to manage application updates, patches, and releases minimising downtime and business impact.
Maintain comprehensive operational documentation and knowledge sharing within the team.
Digital Channels Operations
Lead the operational management of digital channel support engineers and digital operations specialists responsible for mobile apps, web portals, and other customer-facing digital platforms.
Ensure end-to-end monitoring of digital channel services with proactive alerting and automated remediation mechanisms to ensure high uptime and optimal customer experience.
Collaborate with product owners and marketing teams to plan for operational capacity and readiness tied to marketing campaigns, high traffic events, and new feature launches.
Manage incident and problem management workflows to reduce incident recurrence and accelerate mean-time-to-repair (MTTR).
Facilitate cross-team collaboration to resolve complex digital platform issues impacting customers or service levels.
Develop and drive metrics-based performance reviews to continuously improve digital channel operations.
Messaging Platform Operations
Oversee support engineers responsible for enterprise messaging services including SMS, MMS, USSD, and OTT messaging utilised across MTN’s customer base.
Manage service reliability, ensuring message delivery rates, latency, and throughput meet SLA targets.
Lead root cause analyses and corrective action plans for messaging platform incidents and outages.
Coordinate closely with vendors and infrastructure teams to manage platform upgrades, expansions, and security compliance.
Establish and monitor operational KPIs ensuring platform stability and customer satisfaction.
Support business continuity and disaster recovery planning for messaging services.
Integration Operations
Lead a team of integration specialists managing the enterprise middleware, API gateways, and connectivity platforms critical to MTN’s IT ecosystem interoperability.
Ensure operational stability, security compliance, and performance optimisation of integration platforms.
Develop capacity planning and incident management frameworks adapted to complex, high-throughput integration environments.
Oversee change management and release coordination minimising platform downtime and operational risk.
Collaborate with IT security teams embedding secure integration and data flow practices throughout platform operations.
Drive vendor management activities ensuring SLAs are met and innovation roadmaps align with MTN’s digital integration strategies.
Team Leadership & Capability Development
Recruit, mentor, and lead a diverse team of engineers, specialists, and support staff in digital and integration operations adopting agile, continuous delivery models.
Implement ongoing capability development programs focused on integration technologies, cloud-native operations, and digital service excellence.
Encourage a culture of innovation, collaboration, and operational accountability.
Vendor and Ecosystem Management
Oversee vendor ecosystem management for digital platforms and integration middleware ensuring reliable operations and innovation partnerships.
Lead vendor contract and performance management including escalation and risk mitigation.
Drive continuous improvement initiatives leveraging vendor capabilities and market innovations.
Risk Management & Compliance
Embed comprehensive risk management processes ensuring digital and integration operations meet MTN’s security, privacy, and regulatory requirements.
Lead audit and compliance initiatives specific to digital channel and integration platforms.
Manage operational risk assessments and implement mitigation plans.
Innovation & Process Improvement
Lead automation initiatives leveraging AI and machine learning to improve operational visibility and reduce manual faults in digital and integration services.
Pilot emerging technologies enhancing digital resilience, customer experience, and enterprise interoperability.
Foster culture of continuous improvement driving operational excellence and customer satisfaction.
We need to produce HTML with ,
, - . No , no
, no classes.
We need to decide which parts are paragraphs vs lists.
Section headers: "Mission/ Core purpose of the Job", "Education", "Experience", "Skills", "Key Activities & Responsibilities", then subheaders like "Advanced Application Operations", "Digital Channels Operations", etc. Those subheaders are also tags; they could be considered section headers as well, maybe also . The instruction says use for section headers (e.g. Responsibilities, Qualifications, Requirements, Education, Experience, Skills, How to Apply, Key Duties, About the Role). It doesn't forbid using for other headings. So we can convert all to . However note that some appear inside paragraphs like maybe not headings? In the text, all appear at start of lines as headings. So safe.
Thus we replace each occurrence of ... with ...
. Also need to handle & inside heading; keep as is.
Now we need to handle line breaks (
) and convert to appropriate list or paragraph.
We have paragraphs wrapped in originally. We'll strip those and reapply.
Simplify: We'll produce a flat structure: start with
Mission/ Core purpose of the Job
, then a containing the paragraph text (two sentences). Then maybe a
for the next sentence "By orchestrating ...". Actually there is a
after that paragraph; that's just a blank line. We'll ignore.
Then
Education
, then a - for each line.
Similarly Experience, Skills.
Then
Key Activities & Responsibilities
. Under that we have subheadings each as ... . We'll convert those to as well? They are subsections; could be too. Then each bullet lines under them as - .
We must ensure we don't double nest
- incorrectly.
Let's extract content.
I'll manually rewrite.
First, Mission/Core purpose:
Heading: Mission/ Core purpose of the Job
Paragraph1: "The Senior Manager: Digital, Online and AI Operations Digital is responsible for providing strategic and operational leadership over MTN SA’s digital customer engagement platforms and enterprise integration services within the IT Application Operations function. This role ensures the seamless, secure, and highly available delivery of MTN’s digital channels including mobile applications, web portals, and messaging services, while concurrently managing the enterprise integration middleware and API gateway platforms that enable critical interoperability across MTN’s technology landscape."
Paragraph2: "By orchestrating cohesive cross-functional collaboration with other Senior Managers within IT Application Operations and business partners, the Senior Manager champions customer-centric, resilient digital experiences and robust enterprise integrations, enabling MTN SA to accelerate its digital transformation agenda and sustain competitive advantage in the telecommunications market."
There is a
after that, which is just a blank line; we can ignore.
Now Education heading.
Education lines:
- "Minimum of 4 year tertiary qualification in Information Technology, Computer Science, or related discipline."
- "MBA or Masters advantageous"
Experience lines (each line after Experience
):
1. "Manager track record of 5 years or more with at least 3 years in IT Application Operations or equivalent telecom IT service support roles, preferably within large telecommunications or complex enterprise environments."
2. "Significant experience in managing operational support for digital customer channels, messaging platforms, voice services, and enterprise integration applications."
3. "Proven track record leading cross-functional operations teams responsible for service delivery, incident management, and continuous improvement of application portfolios."
4. "Experience working with vendor-managed application services and driving vendor performance to meet IT service levels."
5. "Demonstrated ability to implement and govern ITIL-aligned operational processes and frameworks ensuring high service availability and compliance."
6. "Experience collaborating with business stakeholders, IT security, and architecture teams to align operational delivery with organisational objectives and regulatory requirements."
Skills lines:
1. "Proven expertise in IT Application Operations with strong focus on application support, incident management, and service delivery for digital channels and integration applications."
2. "Strong leadership capabilities with experience managing multidisciplinary teams supporting diverse application portfolios including digital platforms, messaging, voice, and enterprise integration middleware."
3. "Deep understanding of ITIL service management practices (incident, problem, change, release), governance, and operational risk management within large-scale telecom IT environments."
4. "Exceptional stakeholder management and communication skills across IT teams, business units, and vendors."
5. "Competence in vendor management and contract negotiation related to application support and platform service delivery."
6. "Analytical and process-oriented mindset with demonstrated ability to drive continuous improvement initiatives, automation, and operational efficiency."
7. "Solid operational knowledge of messaging systems, digital channel platforms (mobile, web), and enterprise middleware/integration applications—not including cloud infrastructure management"
Now Key Activities & Responsibilities heading.
Under that we have subheadings:
- Advanced Application Operations
- Digital Channels Operations
- Messaging Platform Operations
- Integration Operations
- Team Leadership & Capability Development
- Vendor and Ecosystem Management
- Risk Management & Compliance
- Innovation & Process Improvement
Each subheading has lines.
Let's extract each.
Advanced Application Operations lines:
1. "Provide operational leadership to support engineers and service operations specialists managing advanced applications within the IT Application Operations environment."
2. "Oversee incident management, ensuring rapid identification, escalation, and resolution of technical issues impacting platform availability and performance."
3. "Implement robust capacity and availability management practices to sustain operational SLAs and service quality for advanced application platforms."
4. "Drive continuous process improvements focused on automation, operational efficiency, and reduction of manual interventions."
5. "Coordinate with other IT teams to manage application updates, patches, and releases minimising downtime and business impact."
6. "Maintain comprehensive operational documentation and knowledge sharing within the team."
Digital Channels Operations lines:
1. "Lead the operational management of digital channel support engineers and digital operations specialists responsible for mobile apps, web portals, and other customer-facing digital platforms."
2. "Ensure end-to-end monitoring of digital channel services with proactive alerting and automated remediation mechanisms to ensure high uptime and optimal customer experience."
3. "Collaborate with product owners and marketing teams to plan for operational capacity and readiness tied to marketing campaigns, high traffic events, and new feature launches."
4. "Manage incident and problem management workflows to reduce incident recurrence and accelerate mean-time-to-repair (MTTR)."
5. "Facilitate cross-team collaboration to resolve complex digital platform issues impacting customers or service levels."
6. "Develop and drive metrics-based performance reviews to continuously improve digital channel operations."
Messaging Platform Operations lines:
1. "Oversee support engineers responsible for enterprise messaging services including SMS, MMS, USSD, and OTT messaging utilised across MTN’s customer base."
2. "Manage service reliability, ensuring message delivery rates, latency, and throughput meet SLA targets."
3. "Lead root cause analyses and corrective action plans for messaging platform incidents and outages."
4. "Coordinate closely with vendors and infrastructure teams to manage platform upgrades, expansions, and security compliance."
5. "Establish and monitor operational KPIs ensuring platform stability and customer satisfaction."
6. "Support business continuity and disaster recovery planning for messaging services."
Integration Operations lines:
1. "Lead a team of integration specialists managing the enterprise middleware, API gateways, and connectivity platforms critical to MTN’s IT ecosystem interoperability."
2. "Ensure operational stability, security compliance, and performance optimisation of integration platforms."
3. "Develop capacity planning and incident management frameworks adapted to complex, high-throughput integration environments."
4. "Oversee change management and release coordination minimising platform downtime and operational risk."
5. "Collaborate with IT security teams embedding secure integration and data flow practices throughout platform operations."
6. "Drive vendor management activities ensuring SLAs are met and innovation roadmaps align with MTN’s digital integration strategies."
, , for introductory paragraphs and general text. Use tags as needed. Remove or Mission/ Core purpose of the Job By orchestrating cohesive cross-functional collaboration with other Senior Managers within IT Application Operations and business partners, the Senior Manager champions customer-centric, resilient digital experiences and robust enterprise integrations, enabling MTN SA to accelerate its digital transformation agenda and sustain competitive advantage in the telecommunications market. Education Experience Skills Key Activities & Responsibilities Digital Channels Operations Messaging Platform Operations Integration Operations Team Leadership & Capability Development Vendor and Ecosystem Management Risk Management & Compliance Innovation & Process Improvement , originally. We'll strip those and reapply.
Simplify: We'll produce a flat structure: start with containing the paragraph text (two sentences). Then maybe a for the next sentence "By orchestrating ...". Actually there is a
, etc. We must convert to required format: use for section headers (e.g., Mission/Core purpose, Education, Experience, Skills, Key Activities & Responsibilities, etc). Use
. Must preserve all original content word-for-word. That means we cannot drop any text, but we can change tags. We must replace with appropriate heading tags? The instruction: Use for section headers (e.g. Responsibilities, Qualifications, Requirements, Education, Experience, Skills, How to Apply, Key Duties, About the Role). So we need to convert each that is a section header into
. Also we need to convert bullet-like lines? The original text does not have explicit bullet lists; it's paragraphs with line breaks. We need to decide where to use
). We could wrap each sentence as
to separate lines. So we can treat each line separated by
as a list item.
Thus approach: Parse the input, replace headings with . Replace
tags and replace with appropriate list item boundaries or paragraph breaks. Since we cannot use
tags, we need to convert line breaks to either
tags. So we must eliminate them.
We must also remove entities (they are not
). They are spaces; we can keep them as spaces? Probably we should keep them as regular spaces. The instruction says preserve all original content word-for-word. is a character entity representing a non-breaking space. If we replace with a regular space, that changes content? It's still a space but different entity. Might be considered change. Safer to keep as is. But we cannot have
tags; we can keep .
We need to output only HTML, no explanation.
Let's reconstruct.
Original text:
The Senior Manager: Digital, Online and AI Operations Digital is responsible for providing strategic and operational leadership over MTN SA’s digital customer engagement platforms and enterprise integration services within the IT Application Operations function. This role ensures the seamless, secure, and highly available delivery of MTN’s digital channels including mobile applications, web portals, and messaging services, while concurrently managing the enterprise integration middleware and API gateway platforms that enable critical interoperability across MTN’s technology landscape.
Minimum of 4 year tertiary qualification in Information Technology, Computer Science, or related discipline.
MBA or Masters advantageous
Manager track record of 5 years or more with at least 3 years in IT Application Operations or equivalent telecom IT service support roles, preferably within large telecommunications or complex enterprise environments.
Significant experience in managing operational support for digital customer channels, messaging platforms, voice services, and enterprise integration applications.
Proven track record leading cross-functional operations teams responsible for service delivery, incident management, and continuous improvement of application portfolios.
Experience working with vendor-managed application services and driving vendor performance to meet IT service levels.
Demonstrated ability to implement and govern ITIL-aligned operational processes and frameworks ensuring high service availability and compliance.
Experience collaborating with business stakeholders, IT security, and architecture teams to align operational delivery with organisational objectives and regulatory requirements.
Proven expertise in IT Application Operations with strong focus on application support, incident management, and service delivery for digital channels and integration applications.
Strong leadership capabilities with experience managing multidisciplinary teams supporting diverse application portfolios including digital platforms, messaging, voice, and enterprise integration middleware.
Deep understanding of ITIL service management practices (incident, problem, change, release), governance, and operational risk management within large-scale telecom IT environments.
Exceptional stakeholder management and communication skills across IT teams, business units, and vendors.
Competence in vendor management and contract negotiation related to application support and platform service delivery.
Analytical and process-oriented mindset with demonstrated ability to drive continuous improvement initiatives, automation, and operational efficiency.
Solid operational knowledge of messaging systems, digital channel platforms (mobile, web), and enterprise middleware/integration applications—not including cloud infrastructure management
Advanced Application Operations
Provide operational leadership to support engineers and service operations specialists managing advanced applications within the IT Application Operations environment.
Oversee incident management, ensuring rapid identification, escalation, and resolution of technical issues impacting platform availability and performance.
Implement robust capacity and availability management practices to sustain operational SLAs and service quality for advanced application platforms.
Drive continuous process improvements focused on automation, operational efficiency, and reduction of manual interventions.
Coordinate with other IT teams to manage application updates, patches, and releases minimising downtime and business impact.
Maintain comprehensive operational documentation and knowledge sharing within the team.
Lead the operational management of digital channel support engineers and digital operations specialists responsible for mobile apps, web portals, and other customer-facing digital platforms.
Ensure end-to-end monitoring of digital channel services with proactive alerting and automated remediation mechanisms to ensure high uptime and optimal customer experience.
Collaborate with product owners and marketing teams to plan for operational capacity and readiness tied to marketing campaigns, high traffic events, and new feature launches.
Manage incident and problem management workflows to reduce incident recurrence and accelerate mean-time-to-repair (MTTR).
Facilitate cross-team collaboration to resolve complex digital platform issues impacting customers or service levels.
Develop and drive metrics-based performance reviews to continuously improve digital channel operations.
Oversee support engineers responsible for enterprise messaging services including SMS, MMS, USSD, and OTT messaging utilised across MTN’s customer base.
Manage service reliability, ensuring message delivery rates, latency, and throughput meet SLA targets.
Lead root cause analyses and corrective action plans for messaging platform incidents and outages.
Coordinate closely with vendors and infrastructure teams to manage platform upgrades, expansions, and security compliance.
Establish and monitor operational KPIs ensuring platform stability and customer satisfaction.
Support business continuity and disaster recovery planning for messaging services.
Lead a team of integration specialists managing the enterprise middleware, API gateways, and connectivity platforms critical to MTN’s IT ecosystem interoperability.
Ensure operational stability, security compliance, and performance optimisation of integration platforms.
Develop capacity planning and incident management frameworks adapted to complex, high-throughput integration environments.
Oversee change management and release coordination minimising platform downtime and operational risk.
Collaborate with IT security teams embedding secure integration and data flow practices throughout platform operations.
Drive vendor management activities ensuring SLAs are met and innovation roadmaps align with MTN’s digital integration strategies.
Recruit, mentor, and lead a diverse team of engineers, specialists, and support staff in digital and integration operations adopting agile, continuous delivery models.
Implement ongoing capability development programs focused on integration technologies, cloud-native operations, and digital service excellence.
Encourage a culture of innovation, collaboration, and operational accountability.
Oversee vendor ecosystem management for digital platforms and integration middleware ensuring reliable operations and innovation partnerships.
Lead vendor contract and performance management including escalation and risk mitigation.
Drive continuous improvement initiatives leveraging vendor capabilities and market innovations.
Embed comprehensive risk management processes ensuring digital and integration operations meet MTN’s security, privacy, and regulatory requirements.
Lead audit and compliance initiatives specific to digital channel and integration platforms.
Manage operational risk assessments and implement mitigation plans.
Lead automation initiatives leveraging AI and machine learning to improve operational visibility and reduce manual faults in digital and integration services.
Pilot emerging technologies enhancing digital resilience, customer experience, and enterprise interoperability.
Foster culture of continuous improvement driving operational excellence and customer satisfaction.,
, no classes.
We need to decide which parts are paragraphs vs lists.
Section headers: "Mission/ Core purpose of the Job", "Education", "Experience", "Skills", "Key Activities & Responsibilities", then subheaders like "Advanced Application Operations", "Digital Channels Operations", etc. Those subheaders are also tags; they could be considered section headers as well, maybe also . The instruction says use
for section headers (e.g. Responsibilities, Qualifications, Requirements, Education, Experience, Skills, How to Apply, Key Duties, About the Role). It doesn't forbid using
for other headings. So we can convert all to
. However note that some appear inside paragraphs like maybe not headings? In the text, all appear at start of lines as headings. So safe.
Thus we replace each occurrence of ... with
...
. Also need to handle & inside heading; keep as is.
Now we need to handle line breaks (
) and convert to appropriate list or paragraph.
We have paragraphs wrapped in Mission/ Core purpose of the Job
, then a
after that paragraph; that's just a blank line. We'll ignore.
Then Education
, then a Key Activities & Responsibilities
. Under that we have subheadings each as ... . We'll convert those to as well? They are subsections; could be
too. Then each bullet lines under them as
after that, which is just a blank line; we can ignore.
Now Education heading.
Education lines:
- "Minimum of 4 year tertiary qualification in Information Technology, Computer Science, or related discipline."
- "MBA or Masters advantageous"
Experience lines (each line after Experience
):
1. "Manager track record of 5 years or more with at least 3 years in IT Application Operations or equivalent telecom IT service support roles, preferably within large telecommunications or complex enterprise environments."
2. "Significant experience in managing operational support for digital customer channels, messaging platforms, voice services, and enterprise integration applications."
3. "Proven track record leading cross-functional operations teams responsible for service delivery, incident management, and continuous improvement of application portfolios."
4. "Experience working with vendor-managed application services and driving vendor performance to meet IT service levels."
5. "Demonstrated ability to implement and govern ITIL-aligned operational processes and frameworks ensuring high service availability and compliance."
6. "Experience collaborating with business stakeholders, IT security, and architecture teams to align operational delivery with organisational objectives and regulatory requirements."
Skills lines:
1. "Proven expertise in IT Application Operations with strong focus on application support, incident management, and service delivery for digital channels and integration applications."
2. "Strong leadership capabilities with experience managing multidisciplinary teams supporting diverse application portfolios including digital platforms, messaging, voice, and enterprise integration middleware."
3. "Deep understanding of ITIL service management practices (incident, problem, change, release), governance, and operational risk management within large-scale telecom IT environments."
4. "Exceptional stakeholder management and communication skills across IT teams, business units, and vendors."
5. "Competence in vendor management and contract negotiation related to application support and platform service delivery."
6. "Analytical and process-oriented mindset with demonstrated ability to drive continuous improvement initiatives, automation, and operational efficiency."
7. "Solid operational knowledge of messaging systems, digital channel platforms (mobile, web), and enterprise middleware/integration applications—not including cloud infrastructure management"
Now Key Activities & Responsibilities heading.
Under that we have subheadings:
- Advanced Application Operations
- Digital Channels Operations
- Messaging Platform Operations
- Integration Operations
- Team Leadership & Capability Development
- Vendor and Ecosystem Management
- Risk Management & Compliance
- Innovation & Process Improvement
Each subheading has lines.
Let's extract each.
Advanced Application Operations lines:
1. "Provide operational leadership to support engineers and service operations specialists managing advanced applications within the IT Application Operations environment."
2. "Oversee incident management, ensuring rapid identification, escalation, and resolution of technical issues impacting platform availability and performance."
3. "Implement robust capacity and availability management practices to sustain operational SLAs and service quality for advanced application platforms."
4. "Drive continuous process improvements focused on automation, operational efficiency, and reduction of manual interventions."
5. "Coordinate with other IT teams to manage application updates, patches, and releases minimising downtime and business impact."
6. "Maintain comprehensive operational documentation and knowledge sharing within the team."
Digital Channels Operations lines:
1. "Lead the operational management of digital channel support engineers and digital operations specialists responsible for mobile apps, web portals, and other customer-facing digital platforms."
2. "Ensure end-to-end monitoring of digital channel services with proactive alerting and automated remediation mechanisms to ensure high uptime and optimal customer experience."
3. "Collaborate with product owners and marketing teams to plan for operational capacity and readiness tied to marketing campaigns, high traffic events, and new feature launches."
4. "Manage incident and problem management workflows to reduce incident recurrence and accelerate mean-time-to-repair (MTTR)."
5. "Facilitate cross-team collaboration to resolve complex digital platform issues impacting customers or service levels."
6. "Develop and drive metrics-based performance reviews to continuously improve digital channel operations."
Messaging Platform Operations lines:
1. "Oversee support engineers responsible for enterprise messaging services including SMS, MMS, USSD, and OTT messaging utilised across MTN’s customer base."
2. "Manage service reliability, ensuring message delivery rates, latency, and throughput meet SLA targets."
3. "Lead root cause analyses and corrective action plans for messaging platform incidents and outages."
4. "Coordinate closely with vendors and infrastructure teams to manage platform upgrades, expansions, and security compliance."
5. "Establish and monitor operational KPIs ensuring platform stability and customer satisfaction."
6. "Support business continuity and disaster recovery planning for messaging services."
Integration Operations lines:
1. "Lead a team of integration specialists managing the enterprise middleware, API gateways, and connectivity platforms critical to MTN’s IT ecosystem interoperability."
2. "Ensure operational stability, security compliance, and performance optimisation of integration platforms."
3. "Develop capacity planning and incident management frameworks adapted to complex, high-throughput integration environments."
4. "Oversee change management and release coordination minimising platform downtime and operational risk."
5. "Collaborate with IT security teams embedding secure integration and data flow practices throughout platform operations."
6. "Drive vendor management activities ensuring SLAs are met and innovation roadmaps align with MTN’s digital integration strategies."
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