About the role:
- The PayG Phones TechOps Manager is accountable for the end-to-end technical operations of the PAYG Phones portfolio. The role ensures that MDM platforms, payment-triggered controls, security settings, partner integrations, and unlock operations remain stable, compliant, and scalable. This is an execution-focused role: it translates approved product, policy and commercial resolutions into steady operational delivery, while maintaining service continuity and control discipline across markets.
What you will be expected to do
MDM Platform Operations & Service Ownership
- Act as the operational owner for all assisted PAYG Phones MDM environments: healthy configuration, access governance, tenant hygiene, and business continuity. Administer device-control capabilities: enrollment, lock and unlock triggers, offline unlock paths, temporary unlocks, SIM controls, and lost-phone blocking, in line with approved product and policy rules.
- Define platform operating standards, monitoring thresholds, issue escalation paths, and rollback protocols for critical changes. Implement and maintain approved MDM configurations consistently across markets; escalate design or policy gaps to Product and business owners.
Incident Management & Problem Resolution
- Run a structured incident management process for MDM, device-control, enrollment, unlock, SMS, and integration failures.
- Prioritize incidents by business severity, restore service rapidly, communicate impact clearly, and coordinate fixes with Engineering, vendors, and Operations.
- Maintain an issue tracker with ownership, ETA, status confidence, escalation level, and preventive-action follow-through.
- Guide post-incident root cause evaluation; ensure corrective and preventive actions are implemented and verified.
Unlock Operations & Customer Control Journeys
- Own operational execution and reliability for online unlocks, offline unlocks, USSD-based unlock flows, temporary unlocks, and post-payment device release processes.
- Monitor unlock success rates and investigate failure patterns by market, OEM, MDM, app version, and integration point.
- Maintain resilient fallback procedures for high-risk customer-impact scenarios while minimizing fraud and policy leakage.
- Partner with Collections, Customer Care, and Field Operations so operational teams comprehend approved unlock pathways, exception handling, and approval controls.
Security, Risk & Compliance Controls
- Maintain strong control over MDM security updates, license lifecycle, access rights, and configuration changes across all assisted platforms.
- Own risk dashboards, compliance checks, and control reviews that surface service exposure, misconfiguration, aging licenses, or policy breaches before they create customer or revenue risk.
- Coordinate blocking controls for lost phones, misuse scenarios, and high-risk device exceptions at server, tenant, or MDM level as applicable.
- Assist internal audit, compliance, and InfoSec requests with evidence, process documentation, and remediation tracking.
Vendor, Partner & Integration Management
- Serve as the primary technical operations counterpart to OEMs, MDM vendors and integration providers.
- Track vendor performance against uptime, defect resolution, roadmap dedication, security fixes, and launch deliverables. Escalate unresolved partner issues with clear evidence, business impact articulation, and proposed mitigation options.
Project Delivery & Change Implementation
- Coordinate TechOps workstreams from related Phone projects and deliverables: migrations, unlock operationalization, security update optimization, launch enablement, reporting improvements, and process redesign.
- Break initiatives into milestones, reliance, owners, risks, and test-readiness criteria..
- Balance project delivery with day-to-day operational escalations through a transparent prioritization framework.
Data, Reporting & resolution
- Own reporting requirements for device operations, incidents, unlock performance, risk signals, license status, and open-issue backlog.
- Develop or validate operational dashboards and data pipelines used for service visibility and market-level conclusion (Looker or equivalent).
- Use data to identify recurring failure patterns, process bottlenecks, control weaknesses, and opportunities for automation.
- Provide concise operational reviews to senior stakeholders: trend breakdown, risk commentary, service-impact summaries, and resolution requests.
Process Governance & Documentation
- Create and maintain SOPs, FAQs, control frameworks, troubleshooting guides, approval matrices, and escalation maps for all major TechOps processes.
- Standardize repeatable workflows: issue logging, incident reviews, unlock approvals, license monitoring, and launch checklists.
- Keep documentation usable by frontline, country, and assist teams: not only technical specialists.
- Embed lessons learned from incidents and projects into documented operating practice.
Cross-Functional Management
- Coordinate effectively across Product, Engineering, Commercial, Customer Operations, Risk, Compliance, Collections, Finance, and Country teams.
- Translate technical constraints into business language, and business priorities into executable technical actions.
- Influence prioritization, build consensus during incidents or launches, and keep stakeholders aligned on trade-offs and timelines.
- Coach evaluators or coordinators assist TechOps processes and raise overall operating maturity.
Field Immersion & Ground Truth
- Spend regular time in-country with agents, PayG customers, service desks and country teams. Ride along on device activations, unlock scenarios, payment collections and post-payment device releases so you see MDM, unlock flows and integrations behave in the real world — not just in dashboards.
- Use every field visit to surface pain points, edge cases and workarounds that don't show up in the ticketing system. Convert them into concrete follow-ups: an SOP update, a configuration hardening, a test case, a UAT scenario, a vendor escalation, or a training request via the Training Liaison.
- Never be an armchair TechOps manager. Field reality drives the PayG Phones TechOps backlog.
You might be a strong candidate if you have:
- Bachelor's degree or its equivalent in Computer Science, Information Technology, Computer Engineering, Software Engineering, Telecommunications, or a related technical field.
- Minimum of 5 years of experience in Technology Operations, Product Operations, IT Operations, or Enterprise Mobility.
- 4+ years managing production technology platforms, including Incident, Problem, Release, and Change Management.
- 4+ years of people management and managing cross-functional technical teams.
- 4+ years of Mobile Device Management (MDM) experience (e.g., Samsung Knox, Android Enterprise, NuovoPay, Intune, Workspace ONE).
- Experience assisting multi-country/global operations.
- Strong experience in vendor management, including SLA governance and technical escalations.
- Hands-on knowledge of Android ecosystem, APIs, SQL, system integrations, and data evaluation.
- Proven experience delivering large-scale technology rollouts and managing production environments.