Job Details

Job Description

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Analyst: Field Deployment & Managed Services
Under the supervision of the Manager Home Technology, below are the Key Job Responsibilities;

• Develop and implement strategies to ensure timely, cost-effective home network deployment and maintenance for opco home broadband services to ensure minimal downtime and long-term sustainability;
• Collaborate with cross-functional teams to ensure that home field operations are aligned with broader company objectives, including growth targets and customer experience;
• Develop and implement initiatives to scale field deployment operations to meet increasing demand and market expansion;
• Identify and leverage automation and emerging technologies to optimize field deployment and maintenance processes, improving service speed, quality, and operational efficiency;
• Assist with the creation of opco home technology performance metrics to measure the success of field operations and maintenance;
• Manage opco home field deployment projects to ensure cost control and efficient allocation of resources in alignment with Opco budget allocation;
• Ensure continuous improvement through optimization of home field service operations to enhance deployment, service delivery, and maintenance processes;
• Drive the execution of home broadband field deployment activities, ensuring alignment with network design plans, quality standards, and rollout timelines in coordination with Opco internal teams and external partners
• Coordinate and supervise Opco outsourced partners and contractors, ensuring compliance with SLAs, safety protocols, and defined performance benchmarks to support consistent and reliable service delivery;
• Work closely with Opco home operations, customer service, and technical teams to synchronize installation schedules and service activation, ensuring operational alignment and a seamless customer experience;
• Ensure optimal deployment of home technicians, tools, and equipment across service areas by monitoring demand patterns, job queues, and opco’s geographic distribution to maximize coverage and efficiency;
• Facilitate proactive and reactive maintenance efforts, ensuring minimal downtime, prompt fault resolution, and sustained infrastructure integrity across the home broadband network for the relevant Opco;
• Conduct regular field audits, spot checks, and installation reviews to ensure service quality, enforce safety compliance, and uphold adherence to Opco operational process standards;
• Establish opco systems and dashboards for real-time tracking of installation progress, issue resolution, network health, and customer escalations;
• Ensure all home field activities are performed in accordance with telecom regulations, environmental health, and workplace safety standards;
• Execute device swaps, firmware upgrades, and technology transitions in the field with minimal service impact;
• Identify and implement operational enhancements to reduce deployment time, increase installation success rates, and improve first-time resolution metrics;
• Conduct regular status meetings, providing updates to opco home stakeholders and addressing any concerns
• Provide input in strategic meetings when required;
• Offer input for proposals related to changes in initiatives, policies, or procedures that could impact home customer delivery or service standards;
• Manage and resolve escalations that have impact on critical path of service delivery;
• Escalate issues that will result in significant delays, scope changes, employee/customer or cost impact if not resolved
• Monitor opco home network performance against agreed KPIs and their compliance to SLAs and reverse SLAs
• Continuous performance monitoring and adjust strategy and actions to deliver targets;
• Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organization;
• Report on an ad hoc basis on specific projects, as required;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements

• Grade 12 Certificate with 5 credits or better of which English and Mathematics are a must;
• Minimum of a 4-year tertiary qualification in Engineering, Telecommunications, or a related field;
• Minimum of 3 years of relevant work experience in field operations, network deployment, maintenance, or a related field, preferably within the telecommunications or digital services industry;
• Demonstrated experience in managing large-scale FTTH/FWA field rollouts, contractor performance, and last-mile connectivity in urban and rural areas;
• Adept at implementing home field service automation tools and real-time tracking platforms for work order management, technician performance, and customer appointment tracking;
• Strong experience in home operations management, with a focus on efficiency, cost control, and quality assurance;

To apply, please email your cover letter, CV, and copies of your qualifications to [email protected]. Ensure the subject line includes the title of the position you are applying for.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Hand delivered applications will not be accepted. The closing date for accepting applications is August 14, 2025.

Note: that only shortlisted candidates will be contacted.