Senior Manager - Digital Online and AI Operation.Technology Information

Mission/ Core purpose of the Job

The Senior Manager:
Digital, Online and AI Operations Digital is responsible for providing strategic and operational leadership over MTN SA’s digital customer engagement platforms and enterprise integration services within the IT Application Operations function. This role ensures the seamless, secure, and highly available delivery of MTN’s digital channels including mobile applications, web portals, and messaging services, while concurrently managing the enterprise integration middleware and API gateway platforms that enable critical interoperability across MTN’s technology landscape.

The Senior Manager:
Digital, Online and AI Operations Digital is responsible for providing strategic and operational leadership over MTN SA’s digital customer engagement platforms and enterprise integration services within the IT Application Operations function. This role ensures the seamless, secure, and highly available delivery of MTN’s digital channels including mobile applications, web portals, and messaging services, while concurrently managing the enterprise integration middleware and API gateway platforms that enable critical interoperability across MTN’s technology landscape.

By orchestrating cohesive cross-functional collaboration with other Senior Managers within IT Application Operations and business partners, the Senior Manager champions customer-centric, resilient digital experiences and robust enterprise integrations, enabling MTN SA to accelerate its digital transformation agenda and sustain competitive advantage in the telecommunications market.

• Provide operational leadership to support engineers and service operations specialists managing advanced applications within the IT Application Operations environment.
• Oversee incident management, ensuring rapid identification, escalation, and resolution of technical issues impacting platform availability and performance.
• Implement robust capacity and availability management practices to sustain operational SLAs and service quality for advanced application platforms.
• Drive continuous process improvements focused on automation, operational efficiency, and reduction of manual interventions.
• Coordinate with other IT teams to manage application updates, patches, and releases minimising downtime and business impact.
• Maintain comprehensive operational documentation and knowledge sharing within the team.

• Lead the operational management of digital channel support engineers and digital operations specialists responsible for mobile apps, web portals, and other customer-facing digital platforms.
• Ensure end-to-end monitoring of digital channel services with proactive alerting and automated remediation mechanisms to ensure high uptime and optimal customer experience.
• Collaborate with product owners and marketing teams to plan for operational capacity and readiness tied to marketing campaigns, high traffic events, and new feature launches.
• Manage incident and problem management workflows to reduce incident recurrence and accelerate mean-time-to-repair (MTTR).
• Facilitate cross-team collaboration to resolve complex digital platform issues impacting customers or service levels.
• Develop and drive metrics-based performance reviews to continuously improve digital channel operations.

• Oversee support engineers responsible for enterprise messaging services including SMS, MMS, USSD, and OTT messaging utilised across MTN’s customer base.
• Manage service reliability, ensuring message delivery rates, latency, and throughput meet SLA targets.
• Lead root cause analyses and corrective action plans for messaging platform incidents and outages.
• Coordinate closely with vendors and infrastructure teams to manage platform upgrades, expansions, and security compliance.
• Establish and monitor operational KPIs ensuring platform stability and customer satisfaction.
• Support business continuity and disaster recovery planning for messaging services.

• Lead a team of integration specialists managing the enterprise middleware, API gateways, and…