CX Application Support Ops SME – Airtel Nigeria

Job Description

Key Accountabilities

  • The Customer Service Application SME is responsible for
  • Delivering activities in line with Customer Service Application domain strategy and initiatives to support IT enablement to drive sales in Airtel Nigeria
  • Ensure Application Uptime with 99% for all CX Based Applications
  • Delivering seamless IT Operation of Airtel Nigeria business for CX Application management supporting KYC, USDM et al
  • Promoting continuous improvement of processes and delivery of results within assigned domain.
  • Optimizing Change requirement delivery for faster time to market and ensuring first time right efficiency and product release

Qualification & Experience

  • M.Sc / Bachelor’s Degree in Computer Science, Systems Analysis or a related study.
  • 5-7 years of work experience on Pre-paid/Post-Paid/Enterprise/VAS/Mobile-Money Application operations support.
  • Experience working in multi-vendor managed service IT operating model.
  • Exposure to IT Service Management framework with good vendor management skill.

Competencies:
CX App Support ops SME must:

  • Have deep understanding of the Telco IT domain as well as architecture understanding for IT applications in a telecom environment.
  • Have expertise in the area of managing Enterprise, Pre-paid, Post-paid, VAS, related applications.
  • Be a believer of open source environment.
  • Have knowledge on IT Service management framework.

Specific skills and knowledge:

  • Structured approach to work, with the ability to plan, and organize larger activities
  • Clear in communication, both written and verbal.
  • Ability to apply multiple technical solutions to business problems.
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