Responsibilities
Context
The IS area has to deal with the rapid advancement of systems and technology on within the following areas
OSS (Operational support systems)
BSS (Business support systems) layers
Various Network platforms enabling many Billing, VAS and ISP network functions
Deal with and environment that is highly regulated and legislated
Deal with the consequences of operating in highly specialised environment where there is often a dire skills shortage
IT environments with the Telecommunication industry do not tolerate the stoppages, breakdowns and low level of service
Vendors/suppliers are inconsistent and have different methods of working which makes applying consistent rules of engagement a challenge
Technical support and escalation often need to be 'out of the country' - with time lags for resolving critical issues
When major issues/incidents arise on systems one will need to assist Operations in a "hands-on" fashion
Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these
Ensure that systems can deal with high transactional volumes wherein many environment also require low latency in order to properly fulfil real-time subscriber interaction requirements
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Governance
Follow all corporate governance procedures in place
Ensure that changes to the current environment are properly documented and tested before promoting into production. Post production changes should be documented and managed.
Support the prioritisation process to drive prioritisation of requirements and initiatives in functional areas to ensure timeous delivery of requirements
Support Revenue Assurance functions to understand issues and resolve any revenue issues or leakage
Create visibility of changes to core systems, data and products by informing the organisation of changes
Support assessment of Portfolio maturity on an annual basis
Influence and implement aspects of data security policies
Support the creation of critical Policies, Processes or Procedure such that Business risk is managed which also ensures that any ISO certifications can be maintained and ensure that they are being utilised in day to day operations
Tactical Planning and Operations
Provide system consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
Ensure the existence of proof of concept environments to assist with requirements definitions
Ensure delivery of (authorised) projects according to the prioritised project list
Ensure the one performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums
Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these and supply a an end result that meets any IS quality standards
Ensure professional system documentation is up to date at all times
Ensure that any common business rules, metrics and measures set in IS are followed
Provide input into the design of technology solution architectures with a 2 to 5 year horizon. Focus for both converging IT, Telco technologies and future ICT requirements
Engage with other operations to extract potential benefits and efficiencies achieved at a technical implementation and/or process layer
Assist in the evaluation of new technologies and products to determine feasibility and desirability of incorporating their capabilities into the Company's IS systems
Internal Processes
Full system co-ownership
Planning and Operational areas need to function as a cohesive unit
Working relationships with Operational area must include:
Discussing status of projects
Discussing new projects on the horizon
Discussing system issues that may or may not require planning analysis
Ensuring that Operations is involved in a project every step of the way, such that they can prepare for ATP work and any roll-out activities
Provide Operations the opportunity to provide ideas on system evolution from the perspective of maintaining platforms on a day to day basis
Perform ATPs with Operations and vendors
Help test system functioning through the application of custom scripts
Common area for capturing and updating of Project Info
Make sure that updates to project information is done in a centralised manner such that the following is always up to date:
Scope Summaries
Project Status
Risks and Issues
Fully unpacked Scope and Taxonomy
Costs
Project Chronology
Delivery of Internal Business as Usual Projects
Continually identify the following in your area
Capacity Upgrades that are required due to Network Traffic
Software Upgrades required to ensure adherence to maintenance agreements
Aspects of a system that have not been performing optimally that require changes to architecture
Hardware that is reaching end of life and requires replacement
These constitute all BAU project work that needs to take place in any given year and need to be executed on time and on budget
Skill Tracking incl Self Learning
Make sure that you demonstrate effort to develop your own skills which helps with your career by
Making sure that you are going on as many courses a year and are reviewing your development with Line Management
Making use of any CBT training that the Company offers
Demonstrate self-motivation such new skills are gained "on the job" which don't always require course work. This demonstrates self-learning ability
Keep track of:
Courses you have done
Development you believe you need
Skills have been self-taught
Extra studies of professional bodies
Using what you keep track of and also rate yourself and further knowledge you believe you need to gain
This enables Line Management to better guide developmental needs through a more complete perspective of skills and needs
System Ownership
One is allocated a set of systems for which you have the primary responsibility and a set of systems for you have a secondary responsibility
Although a lot of project focus would be on primary systems one is required to do project work on secondary systems to ensure balance and continuity
Any system within the Service Delivery space can be allocated and one will be expected to take up many new challenges
Information Management
Work with Line Management to ensure that all documentation, scripts and project information in stored in a central fashion and is easily accessible to the team
Ensure that methods for applying versions are logical and consistently followed
Core Planning Functions
Living System Logical Architecture Documentation
Each system required documentation used to convey the full logical architecture of a system with all use cases and functional logic within
This must be the first port of call when wanting to convey a new requirement or a change to the vendor
With these documents, the creation of an FRS (Functional Requirements Specification) is quick as the full functioning is already mapped out avoiding any need to reverse engineer
The success of this document is determined by whether an alternative vendor could use it to reproduce a systems functioning with least 95% level of accuracy
Make sure these are updated at the completion of every project
Living System Snapshot, Roadmap and Project History Documentation
Each system requires a document that is updated on a quarterly basis which must cover
The capacity of the system (licenses and hardware)
The current and historical utilisation of the system (traffic)
Functional overview of the system
History on projects which incurred changes to the system
A Roadmap including:
Business as usual projects (BAU)
Proposals to Business
Requirement Analysis and the supply of Functional Specifications to vendors
One needs to play active role in requirements analysis. This means providing comprehensive input on:
Business Requirement Definitions
Marketing Plans
Marketing Road-maps
Marketing Strategy
Core Network Strategy
BAU requirements as identified for each system
End to End Solution Architecture Requirements
And from any final set of requirements a Functional Requirement must be created which serves to:
Impart an understanding of the problem space
Provide the business and product objectives of the project
Give an understanding of where the product and target system are in the context of fulfilling the business objectives
Provide detailed and specific instruction to the reader in terms of what the target system or component thereof is required to achieve
Provide an understanding of the environmental and business constraints in achieving a solution to the requirements
Provide documentation creation and update requirements for the project
Capacity planning for special events or increasing traffic volumes
Planning of a systems footprint, licensing and utilisation must take place. This includes:
Software Upgrades on platforms
Hardware replacements or forklifts
New hardware
Licensing upgrades
This also includes providing details on topology changes, managing site preparation and working with other areas on Core and IP network integration and design
Innovation and Proof of Concept work
In any environment one is required to demonstrate possibilities to Business. This usually takes place through what is known as a Proof of Concept (PoC) and can be in one of two forms:
Those where a full functional requirement is created for a vendor to provide all aspects to the PoC
Using ones multi-skilling in order to demonstrate features which often requires the need to write scripts and/or small ad-hoc applications in order to perform such a demonstrations quickly and therefore at the lowest cost
System Reporting and E2E testing
There has to be a focus on Systems relating to driving
Subscriber Experience testing
System utilisation reporting
This requires:
Deep system knowledge
Database and report writing skills
Scripting and general development/coding skills
Incident and Event Reporting
Each year there is at least 1 event (Festive Season) that needs to be planned for and constitutes:
A Capacity and mitigation plan prior to the event
A Post event report on the traffic experienced and any learnings from issues that arose during the event
Each year any system would have a few major incidents that would happen and Operational areas require assistance on assembling these
Financial
Vendor Relations, Leverage and Quarterly reporting
Meet with vendors as least twice a year
Convey problem areas to vendors and request action plans
Ensure that vendors supply quarterly reports on system health and utilisation and anything else as per contract
Ensure that assistance is provided to obtain maximum value for minimum cost from vendors
Budget assistance and tracking
The Living System Blueprint, Topology, Utilisation, Roadmap and Project History" for each system is to contain a roadmap of projects requiring funding
Spend must be kept which includes tracking of the following:
Breakdown of spend (tangible and intangible software, licenses and hardware)
Project numbers
Requisition numbers
PO numbers
Invoice numbers
All funding must be capitalised within the targets set by MTN
Assistance with Yearly CAPEX Plans and tracking spend through the year
Ensure that team members are working together to ensure that spend is kept track of, including:
Breakdown of spend (tangible and intangible software, licenses and hardware)
Project numbers
Requisition numbers
PO numbers
Invoice numbers
Must work with Line Management to:
Tally up all spend and budget positions on a regular basis
Extract all Roadmap-items from team members and supply full budget requirement breakdowns each year
Ensure that capitalisation targets are achieved
Assistance with contract negotiations and driving to conclusion
Update a central location with information on what the vendor supplies
Update a central location with any particular contract issues that need to be addressed at renewal stage (or with T&C changes and brand new contracts)
Drive any internal commercial or procurement area to conclude negotiations between the vendor and legal teams and be available for consulting where required
Ensure proper fixed pricing is in place and that MTN IPR is protected
Customer
Delivery of Business projects
The primary objectives is to deliver on requirements set by the business and make sure that changes needed on platforms owned take place on time and within budget
In addition all changes must be of a high quality such that bugs are kept to a minimum to ensure smooth testing cycles
System/Project hand-overs to Operational areas
Ensure that all systems (or set of systems) are properly documented for Operations by the vendor
Documents include: Installation & Operations Guides, 3rd Party Interface Control Documents as well as ATPs (Acceptance Test Procedures)
Supply Living System Logical Architecture and Living System Snapshot, Roadmap and Project History Documentation created from planning activities
Work with Operations to perform the ATP together with the vendor
Assist with any automation of ATP procedures by writing scripts
Assist with any script writing to put in place End to End test procedures
Ensure that System utilisation reports are in place
Technical Landscape and Business Proposals
Present the following to Business as regularly as possible:
Underutilized capabilities of Systems
Product ideas against these capabilities
Future Technical Landscape and how it may influence future products
Supervisory / Leadership / Managerial Complexity
In all matters and decisions to seek consensus with, and contributions from, as wide a group of stakeholders as possible
Ensure that Customer and project issues are identified timeously, documented, resolved and communicated
Monitor vendor performance and hold regular meetings to go through all issues. Healthy vendor relationships must be maintained at all times
Knowledge sharing with other team members
Knowledge sharing is key to the success of the CIO team and helps with the growth of all individuals and must take place at all times
Knowledge hoarding of any kind is discouraged and one must strive to openly share knowledge in a centralised and easily accessible fashion
One must constantly engaging fellow team members in whiteboard sessions (not only in the confines of a project but to hand over any interesting knowledge that has been gained)
Liaise Core Network and IP Planning (CTO) so that they are aware of projects and new systems being deployed and log projects with them where required
Collate budgetary input in an area thereby assisting Line Management to track requirements and spend on systems
Assist with negotiation of domain related contractual agreements with vendors
Liaise with Billing and RA areas to keep them updated as to billing record formats and traffic cases
Driving the capture and updating of Project Info and Priorities:
Must work with Line Management to list and prioritise projects and make sure
Must make sure that updates to project information is done in a centralised manner such that the following is always up to date:
Scope Summaries
Project Status
Risks and Issues
Fully unpacked Scope and Taxonomy
Costs
Project Chronology
This means:
Constantly working with team members to facilitate discussions on prioritisation with Line Management
Playing a mentor-ship role to guide priorities in the team
Motivating team members such that quality updates on project information and status is always done (including reviewing and commenting on these updates)
Key Customer Relationship Management:
The Business always needs help to understand system capabilities and how these can help drive their various initiatives and product Road-maps
One needs to freely offer up this type of knowledge day to day interactions with Business
This must be done by:
Making sure that a up to date Living System Snapshot, Roadmap & Project History documentation exists that can made available at any time
Offer up alternative options based on our system knowledge when reviewing requirements
Holding Stakeholders forums whenever it may be required
Knowledge Mentoring:
One not only needs to:
Demonstrate to team members that any document, spreadsheet, diagram or script that someone is working on needs to have a logical place where it can be easily found
Work with fellow team members to logically structure this knowledge base and ensure that any HOW-TOs do not remain in e-mails
Commit to being multifaceted in ones skill set and continually demonstrate the usefulness thereof
Demonstrate a passion around the planning function and always innovate
But must also
Encourage knowledge sharing and set-up sharing sessions where any hoarding is taking place
Look after central knowledge stores within system domains
Actively pass on knowledge that has been gained
Must motivate others and strive for a deep understanding Service Delivery platforms and pass on knowledge
Service Delivery Culture improvement:
One is on the road to becoming a leader and needs to act in the best interests of the entire Service Delivery team as well as the greater CIO function and MTN by and large. This means:
Keeping people positive such that team members view issues as challenges which is an opportunity to learn and grow
Continually act to work through any negativity and maintain a healthy up-beat work environment by giving team members pep/motivational talks during day to day working life
Must ensure that one lives the CIO team brand and execute all aspects of the function at all times
Minimum Requirements:
Education
3 year Degree or Diploma in Information Systems or Engineering (Bsc IT, Bcom IT)
Industry Experience
At least 3 years' experience in the IT/Telecoms industry and specifically the application of Information Technology within the telco space of which at least 2 years should be applicable experience at an internationally recognized operator. The Specialist must be widely read and know about many facets of Telecoms including open-source projects and I.T. technologies in general
Minimum of 3 years' experience in the mediation of data, with experience in supervising others in the mediation space.
System architecture (call/data session flows etc.).
Experience working in a medium organization
Project management and business optimisation experience would be advantageous
Exposure to managing external vendor/supplier relationships and service level agreements
The following experience is a must for this position
A background in System Architecture & Design which includes the creation of highly detailed functional requirements which describe deep functional logic of a system
A background in database administration
A background in Unix/Linux OS systems administration
A background in Hardware and Storage administration
Some solid background in programming (e.g. Java, Python, Perl, PHP, C/C++, C#, VB.Net, Erlang etc) is mandatory
