Job Title: Head, I.T and Billing
Location: Nigeria
Employer: Wireless and Fibre-Based Broadband Services Company
A leading provider of wireless and fibre-based broadband services to business and residential users.
Job Objective: This role is responsible for all facets of technology management and control including: Technology development and testing (Hardware and Software); Project and resource planning, supervision of technology employees; project preparation and management. This position will develop detailed technical specifications and timelines for new feature and change implementation and provide regular feedback to management regarding the development life cycle. You will also be responsible for the development of guidelines, standard and procedures in line with world class standards for IT service delivery. The incumbent will also be expected to provide good leadership to a team of young managers. The incumbent shall report to the General Manager, Engineering.
Key Output:
1. Delivery on targeted key Performance Indicators in terms of Network robustness, Flexibility and uptime.
2. Ensure our client has the strongest availability record in the industry.
3. Deliver the best competitive customer experience – technical support and complaints management.
4. Strong organization- skills, employee productivity, retention, employee satisfaction management.
4. Strong organization – skills, employee productivity, retention, employee satisfaction and process effectiveness.
Major Purpose & Deliverables:
The Head, IT and Billing will have the following responsibilities within the IT and Billing Department:
A. Internal Support Service (Service Desk):
a. Work with the service desk manager to ensure that requests for support from internal customer (customer retention, consumer and enterprise sales, finance etc) are treated promptly and within the terms of the agreed OLA;
b. Review support tickets to identify trends, carry out root cause analysis and proactively provide problem resolution;
c. Carry out incident management and reporting;
d. Re-engineer, establish and enforce Organization level agreements in consultation with end users;
e. Carry out performance and process improvement and frequent statistical performance monitoring and reporting.
B. Service Delivery (VoIP, Email, Web Hosting, Hotspots etc):
a. Ensure service / product offering meet defined quality standards.
b. Ensure service reliability and availability meet the terms of the service level agreement.
c. Maintain detailed and current documentation of all services.
d. Coordinate activity to ensure service continuity during disruptions like fire, flood, vandalism, etc.
C. Change requests and New feature Development:
a. Coordinate activity to ensure timely delivery of new feature and change requests;
b. Participate in specification review and project approval;
c. Carry out analysis on new feature and change requests to determine the impact and associated risks and make necessary recommendations;
d. Review solution documentation to ensure completeness and accuracy;
e. Document, maintain, improve and enforce the change management process.
D. Billing:
a. Ensure that the billing system availability and reliability meets the terms of the agreed service level agreement;
b. Ensure charging behavior of the billing system is accurate;
c. Ensure all service plans work as expected;
d. Manage vendor relations;
e. Ensure reporting function of billing system I accurate and always available;
f. Ensure functional integration of billing system to all gateways (mikrotik routers, ASN – gateways and voice switch);
g. Ensure functional integration of billing to all necessary applications (CRM, Selfcare, ERP etc);
h.Coordinate activity to extend the billing system to provide solutions as required by the business.
E. Security:
a. Provide overall direction for the technology security strategy with emphasis on internally developed and externally purchased applications;
b. Work with other departments when necessary to ensure effective information security processes are in place;
c. Plan and lead application and network security assessment to verify compliance with global application and network security standards.
F. IT Governance:
a. Design and implement an IT governance framework to ensure that strategies and policies are implemented and that processes are followed correctly:
b. Monitor, support and enforce the adaption of the framework;
c. Institute a continuous development initiative focused on improving the IT governance framework and processes;
d. Develop, document, maintain and enforce key IT processes including change management, incident management, configuration and knowledge management.
Job Level: Level 4
Most Complex Task: Use judgment to balance resources allocation in order to maximize overall business results and market position.
Longest lead time Task: Develop leading industry network benchmark over 6 Months' horizon.
Desired Skills & Experience:
Skill Requirements:
1. Ability to manage resources on complex projects while maintaining a balance of quality, time and cost;
2. Self directed and able to work with little direct oversight;
3. Strong communication skills, detail – oriented and able to work in a challenging and fast – paced environment;
4. Familiarity with information security vulnerable and risk management;
5. Demonstrated ability to apply technology solutions to business problems;
6. Experience managing and directing technological operations;
7. Experience with QA/ QC and / or ISO 9001 procedures preferred;
8. ITIL Certifications required;
9. Demonstrated knowledge of IT management framework (ITIL, Six Sigma, COBiT, etc.) preferred.
Type: Full-time
Experience: Mid-Senior level
Functions: Information Technology
Industries: Telecommunications
Employer Job ID: HEAD, I.T & BILLING-Nigeria
Job ID: 7183159
Apply to this job (http://www.jobnavy.com/job/23872/head-it-and-billing-job-at-a-wireless-and-fibre-based-broadband-services-company/)