Role purpose:

The Specialist – BSS Operations shall be responsible for System support of the BSS stack of applications, related integrations, and software components. The role will also provide End to End accountability for systems support including and not limited to MTTR, SLA, individual and global incidents. The role will also be responsible for building automated monitoring for all domain systems and proactive controls based on machine learning or similar techniques. The role will also will be responsible for compliance with operational policies such as backups, BCPs and user access reviews that are required to be done periodically.

BSS systems include, but not limited to

• Customer & Service Orders Management

• Product Configurator

• Sales Lead Management

• Case Management – ticketing

• Loyalty management system

• SDP & BULK SMS

• BSS API Gateway

• BSS Mediation

Key Accountabilities and Decision Ownership:

·         Technical service availability: Define and monitor data and application availability for all BSS applications. Implement proactive controls based on machine learning or similar techniques on domain systems. Document and update processes and procedures in use for BSS.

·         Incidents and problem resolution: Provide expert management of IT application incidents, root cause analysis, management of problems and closure of recurring incidents.

·         Testing new systems functionality: Creating system requirements for support and Testing of new products and systems functionality. Create high quality supportability requirements. Test the achievement of supportability requirements once systems are delivered by vendors. Implementation of automated testing for domain systems.

·         Reporting: Maintain reports on SLA conformance and support trends. Develop, implement, and maintain support documentation regarding operations, functionality, framework, policies, and procedures.

·         Planning: Planning for application security and technology upgrades. Plan for upgrades, patches and migrations which adhere to project/assignment times. Working cross-functionally with IT Security, Engineering, and Business Units to support a 'best-in-class' Channels domain systems customer experience. Help to define and address cross-functional gaps and processes between internal and external teams. Contribute to the overall objective of providing best-in-class digital user experience. Plan for licenses and contract renewal.

·         Review of the Systems architecture, roadmaps, and design from time to time to ensure efficient operations & and evolution especially towards Cloud & Micro services or applicable technologies.

·         Responsible for ensuring BSS systems are running n-1 release (latest stable release) through effective software release management plan and security patch vulnerability execution plan.

·         Enhance processes and DevOps to improve delivery and increase efficiency by focusing on continuous improvement and optimization.

Key performance indicator

·         100% of all developed applications and reports should meet 95% of the user requirements specified in the user requirement document. Nil critical errors. 90% of system development project are completed within the set timeliness. 80+% of assigned and systems related docs are up-to-date and accurate.

·         90% of all escalated support issues are resolved and closed within SLAs defined by IT helpdesk. Isolate and document 100% of reoccurring incidents for root cause analysis.

·         95% of all incidents identified for root cause analysis are well documented and resolved permanently (98% non-reoccurrence).

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button using THIS LINK. Remember to attach your resume.

The closing date for receiving applications is Thursday October 10,2024