Manager, Enterprise Support Services at T2 Mobile (Formerly 9mobile)

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Manager, Enterprise Support Services

Location: Lagos

Job Summary

• The Manager of Enterprise Support Systems is responsible for the overall operation, security, and maintenance of the organization's enterprise support systems within the telecommunications infrastructure.
• This role involves strategic planning, team leadership, vendor management, and ensuring that all support systems align with business objectives and meet customer needs and service level agreements (SLAs)
• System Operations and Maintenance: Oversee the daily operation, security, and maintenance of BSS/OSS platforms, including ERP, order management, Dealer Management systems, and Pins management and delivery systems.
• Team Leadership and Development: Lead, mentor, and develop a team of technical support specialists and systems administrators, ensuring they have the necessary skills and knowledge to handle complex issues.
• Project Management: Plan and manage system upgrades, new feature implementations, and other technical projects, ensuring they are completed on time and within budget.
• Monitoring and Analytics: Define and monitor key performance indicators (KPIs) and support metrics (e.g., ticket resolution times, customer satisfaction) to assess performance, identify trends, and drive continuous improvement.
• Security and Compliance: Ensure all enterprise systems are compliant with relevant laws, regulations, and industry standards, implementing necessary security measures and protocols.
• Documentation and Training: Oversee the development and maintenance of system documentation, training materials, and knowledge bases for both the support team and end-users.
• Incident and Problem Management: Serve as an escalation point for complex technical and customer issues, coordinating with internal teams (e.g., engineering, product, network operations) to ensure timely resolution and minimal customer impact.
• Process Improvement: Develop and implement support policies, procedures, and best practices to enhance efficiency and the overall customer experience. Identify process and procedural enhancements and recommend changes.
• Vendor Management: Manage relationships with third-party vendors and service providers, including negotiating contracts, monitoring performance, and coordinating support for outsourced applications.

Requirements

• A Bachelor’s Degree in Computer Science, Information Technology, Telecommunications, or a related field; an advanced degree or relevant professional certifications (e.g., ITIL, PMP, specific technical certifications) is a plus.
• Proven experience in a leadership or managerial role, managing technical teams.
• Experience with BSS/OSS, ERP, CRM, and other enterprise-level systems.
• Minimum of 5-7 years of experience in technical support, IT operations, or a related field within the telecom or a high-tech environment.

Technical Skills:

• Strong knowledge of telecommunications technologies (e.g., VoIP, SIP, SS7, network architecture), cloud services, data analysis, and support software/tools (e.g., Zendesk, Jira).

Soft Skills:

• Excellent leadership, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong communication and interpersonal skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholders.

A strong customer-centric mindset with a commitment to delivering exceptional service

How to Apply
Interested and qualified candidates should:
Click here to apply