Senior Manager driving revenue growth and client retention at MTN in Eastern Cape, South Africa. Responsible for operational leadership and strategic facilitation for regional teams in a fast - paced environment.
About the role
- Instrument, aggregate and analyse alert/case streams for SalesMaster; monitor MTTA/MTTR, backlog age, reopen rate, change success, and false-alert rate.
- Build and maintain Power BI dashboards (DAX, Power Query/M) with near real-time refresh; publish weekly/monthly KPI packs and executive summaries.
- Define thresholds and rules to surface abnormalities (spikes, regressions, outliers); raise early warnings to shift leads and the Cloud Ops team.
- Map analytics to the support model timelines; continuously validate adherence to SLA/OLA and propose adjustments to runbooks and alert thresholds.
- Correlate incidents, deploys, infra metrics and logs to identify drivers of instability or latency; quantify impact and recommend corrective actions.
- Create reliable data flows from sources (e.g., CloudWatch/AppSignal/Jira/ServiceNow/Databases); ensure data quality, lineage and refresh SLAs.
- Identify automation opportunities (noise reduction, auto-remediation candidates).
- Partner with stakeholders; present clear, actionable insights and track follow-through to closure.
- Maintain metric definitions, dashboards how-to, and an insights log; run enablement sessions for shifts to read and act on the data.
Requirements
- Several years in an analytics/operations analyst role supporting production services (SaaS, SRE/DevOps, or ITSM context).
- Strong Power BI skills (data modelling, DAX, Power Query/M, incremental refresh, row-level security) and PowerAutomate skills.
- Solid SQL (joins, window functions, performance tuning) against relational or cloud data sources.
- Comfortable reading operational signals (alerts, logs, traces) and mapping them to SLIs/SLOs, SLA/OLA and error budgets.
- Proven ability to interpret data and tell the story clear recommendations that improve MTTA/MTTR and productivity.
- Advanced Excel skills (pivoting, Power Pivot/Power Query) and data-quality practices.
- Strong written and verbal communication; crisp executive summaries and on-the-spot updates during incidents.
Benefits
- We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent.
- We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
IA
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