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.

•             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.

•             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.

·        EDUCATION AND EXPERIENCE

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.

Minimum of 5-7 years of experience in technical support, IT operations, or a related field within the telecom or a high-tech environment.

·        Proven experience in a leadership or managerial role, managing technical teams.

·        Experience with BSS/OSS, ERP, CRM, and other enterprise-level systems.

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

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