Operational resource/vas technical support


Job Summary

A reputable organisation seeks to fill the above position with suitable and qualified persons.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description

  • To create high-value tech support for the VAS business strategy and to maintain high standards of service quality and reliability within the VAS business.  The tech support manager will provide high-level operational support for product implementation, network integration/expansion and will issue resolution for all VAS network elements including and new innovations platforms that are introduced. 

Key Responsibilities

  • Designing, developing and integrating VAS platforms in mobile operator networks
  • Troubleshooting and maintaining VAS platforms
  • Negotiating VAS services functionality with mobile operators
  • Preparing technical documentation on VAS platforms
  • Developing technical requirements and tasks for software developers
  • Diagnosing, and resolving all tech issues
  • Develop mobile and web applications
  • Ability to learn and work on changing technologies
  • Liaise with technical partners on interface issues with the telecommunication networks
  • Participate in vendor selection process including requirements gathering, RFQ issuance, vendor evaluation, procurement, etc
  • Ensure 24/7 service availability of VAS services and mobile media content and infrastructures
  • Respond actively to customer’s calls, emails and act accordingly regarding issues
  • Maintain good and smooth communication with customers through different channels like web, email, and phone handle platform operation issues as and when they arise 
  • Ensure that all Service Level Agreements are in place and adhered to by technical services team to the business.
  • Manage all infrastructure and security as well as the implementation of network upgrades
  • Ensure systems/ servers are always up, running and backed up
  • Planning/ implementation of systems and network checklists- 
  • Planning and design for all WANs and LANs installed
  • Telecom integration experience of SMSC, USSD, IVR, SDP, App, Portals, charging gateways and Services
  • Develop a global security plan to ensure the safety of data and access to the platform
  • Maintain all forms of procedural documents and reports
  • Provide maintenance support for all VAS network elements including all platform upgrades, new innovations and system expansions.
  • Monitor the performance of network vendors, attend to issue escalations and provide necessary feedback to VAS COO regarding performance;
  • Leverage on knowledge of mobile internet and telecom VAS (Value-added Services) operation to establish operation methodology and processes;
  • Monitor, manage and analyze VAS services operation data, provide promotion suggestion, communicate with the respective team or department to coordinate operation flow.
  • Provide technical advice and information to VAS COO and propose ideas for improving standards in line with the trends in technology.
  • Provide relevant technical information/options to enable the VAS Operations Manager to take effective decisions during emergency situations.  
  • Implement rollout of routine business requirements including Shortcode changes, SMS routing requests and other service requests on the VAS platforms to deliver new services and improve on existing services.
  • Engage members of other departments in the resolution of issues as well as planning of network related projects.
  • Participate in knowledge transfer sessions across members of the Service Operations team.
  • Provide input into the training needs for the VAS team.
  • Provide input and ideas into the assessment of the technical feasibility of new products or service propositions from the Business Unit

Experience and expertise

  • Bachelor's degree in Computer Science or Information Technology or related field with at least 5 years’ experience;
  • Linux certifications will be a very strong advantage
  • Knowledge of Bash scripting and DevOps tools such as Jenkins, Ansible, Puppet, Docker       
  • Experience with SQL queries and any relational database systems
  • Proven ability to write clear, concise documentation: 
  • Experience with cloud technologies such as CloudStack, VMware, AWS etc.
  • Proven experience in troubleshooting, problem-solving, and analytical skills; extensive knowledge of the product being supported especially VAS products.
  • Experience with cloud technologies such as CloudStack, VMware, AWS etc.
  • In Depth knowledge of Linux/Unix.
  • Excellent Written and verbal communication skills; 
  • Firm understanding of how the web works, networking, and software products.
  • Knowledge of Windows, computer systems, mobiles, and other techs XP, including Vista and general desktop support issues
  • Knowledge of DNS, TCP/IP and other networking concepts
  • Experience with web site development, HTML, and SQL a plus
  • Establish and maintain a good working relationship with customers and other professionals
  • Great analytical and problem-solving skills help in resolving the issue faster

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