Job Title: Specialist – IT Partner Management
Organisation: MTN Mobile Money Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Manager – Technical Operations & Delivery
About the Company:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary:
- The Specialist – IT Partner Management oversees and provides daily support to third-party partners in the Mobile Money ecosystem. This position ensures seamless technical engagement and collaboration, fostering strong internal relationships with external vendors, Third party partners, service providers, and collaborators.
- The Specialist is essential for enabling smooth integration, maintaining compliance, and enhancing operational efficiency between MTN Mobile Money and its third-party partners.
Key Duties and Responsibilities:
- Provide technical support and ensure timely resolution of partner-related and other issues within defined service level agreements (SLAs).
- Facilitate partner onboarding and oversee system integration processes.
- Monitor and maintain service quality and operational efficiency.
- Oversee third-party SSL certificate management and renewal.
- Ensure partner compliance with regulatory standards and proactively mitigate risks.
- Create and refine technical documentation, including Standard Operating Procedures (SOPs) and troubleshooting guides.
- Implement robust ITSM processes to ensure efficient incident and problem management.
- Adopt agile methodologies for faster and more flexible partner onboarding and integration.
- Maintain stringent security protocols, including SSL certificate management, to safeguard data integrity.
- Regularly review and update compliance policies to adhere to evolving regulatory standards.
- Foster strong relationships with third-party partners through regular communication and feedback sessions.
- Utilize data-driven insights to monitor service quality and operational efficiency.
- Develop comprehensive technical documentation to facilitate knowledge sharing and troubleshooting.
- Encourage continuous improvement and innovation within the team and among partners.
- Deliver routine and ad hoc reports as required.
- Collaborate effectively with internal business units, vendors, and external partners to achieve shared objectives.
- Undertake additional tasks as assigned by management.
Key Performance Indicators (Smart)
- Reduction of third-party partner issues, incidents & problems.
- Improved system uptime SLAs
- Accurate & complete CMDB of all MoMo & Partner Services
- No Expiry of certificates for 3rd party partners
- Regular service reviews with Top partners as defined by business
- Timely resolution of partner-related issues within SLAs.
- Effective onboarding and integration of new partners.
- Compliance with regulatory standards.
- High-quality technical documentation.
- Efficient collaboration with internal and external stakeholders
Qualifications, Skills and Experience:
- Bachelor’s degree in computer science, Information Technology, or a related field.
Experience:
- Minimum of 2 years’ experience managing IT systems and ITSM processes, preferably in the Fintech or financial services sector.
- Proven track record of successfully managing third-party vendors and IT partners.
- Strong understanding of regulatory compliance standards in the financial services industry.
Other Pertinent Skills & Attributes:
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration abilities.
- Experience with SSL certificate management.
- Ability to create technical documentation and reports.
- Proactive and able to work independently
NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.
Female candidates are strongly encouraged to apply.
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 14th April 2025
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