Monday, September 25, 2023
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Team Lead: Service Desk Monitoring At MTN GlobalConnect

MTN GlobalConnect is looking for a detail-oriented, self-motivated, and dynamic team player to occupy the vacant position below;

Job Position: Team Lead: Service Desk Monitoring

Mission/ Core purpose of the Job

The role will be responsible for providing operational monitoring support, managing a monitoring support desk team which monitors the GlobalConnect services for Roaming, Signaling, Messaging, IT, IP/MPLS areas as well as customers.

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

Technical Operations

  • Provide monitoring for the GlobalConnect internal and external customers:
  • Raising tickets and communicating with end users
  • Analyse impact of incidents and provide feedback to affected users or business area
  • Provide escalation support to the team to expedite the resolution on incidents
  • Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
  • Incident tracking and major incident management
  • Produce reports on support team performance around issues, correspondent status, aging & blocking factors
  • Ensure teams customer service performance and communications is up to standards
  • Support the monitoring deployment of new customer connectivity within project timelines.
  • Required to, manage workloads, and prioritize work within the team as well as develop the service delivery organization within Kenya.
  • Responsible for resource optimization across the organization.
  • Oversee and Manage team performance and productivity


Job Requirements (Education, Experience and Competencies)


  • Minimum 3-year Academic Degree (Engineering/Computer Science/ Business)
  • Fluent in English and language of country preferable


  • Minimum of 5 years’ experience
  • Strong IT background in Telco environment
  • Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
  • Experience on a similar role
  • Good knowledge of the OSS and BSS system architectures


  • Ability to work effectively with multiple stakeholders in a multi-cultural environment
  • Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
  • Ability to provide direction and leadership towards multiple business units with the organization
  • Maturity to handle ambiguity and adaptive to dynamic environment
  • Strong technical and analytical skills


  • Regional and international travel
  • Ability to adapt to changing requirements of business and staff members
  • Excellent Interpersonal and technical skills
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.


Qualified candidates should submit their CVs and application letters on the company’s website: Click Here To Begin Application Online

For More Jobs and Scholarship Opportunities CLICK HERE

Deadline for Applications is January 31, 2023.

About us

MTN GlobalConnect is a Pan-African digital wholesale and infrastructure services company, an operating company in the MTN Group. Our belief is that everyone deserves the benefits of a modern connected life.

The company is continually evolving to build the much-needed infrastructure stitching African countries together and connecting them to the rest of the world. We are on a mission to connect the unconnected utilising our portfolio of fixed connectivity and wholesale mobility services. In 2018, MTN GlobalConnect started partnering across the African continent and around the globe with leading carriers, hyperscalers, and telecom service providers to further the growth of Africa.

No matter where you are in the world, MTN GlobalConnect is well-positioned as a partner of scale with a single-entry doorway into the most significant network infrastructure in Africa. Africa’s connectivity relies on strategic and global partnerships continually coming together to make a difference.


Qwequ Jnr
Qwequ Jnr
A Content Developer, a freelance writer and a blogger at NewsBitGh.


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