Innocent Kwaya

Work Experience
From January 2025 to Date
Working for Airtel as Application(s) Lead Engineer
Job Responsibility:
- Business Intelligence (BI) and Management Information System (MIS) report management.
- Provide L1/L2 support for all business applications.
- Ensure 100% availability and accessibility of business applications.
- Adhere to Change Management procedures for all raised changes.
- Ensure user access procedures align with the security policy.
- Maintain strict compliance with IT and business processes.
- Manage and coordinate resolution of tickets or incidents within agreed SLAs.
- Report and track all issues raised by various support teams.
- Ensure availability and efficiency of ticketing tools.
- Provisioning of MSISDNs, bundles and devices.

From September 2024 to January 2025
Worked for MTN as Business Support System Engineer 
Job Responsibility:
- Telco BSS/OSS domain with focus on Customer Relation Management (CRM), Billing, Charging, Product Catalog, Customer Data, Data Analytics,  Mediation, Provisioning, Value Added
- Services, Service Delivery Platform, Customer Value Management, APIs and Digital Commerce.
- Convert business needs to clear technical specifications and define deliverables.
- Continuous customer engagement in the area of product evolution.
- Development of requirements, functional and specification documents
- Track/manage all the deliverables.

From December 2021 to January 2023
Worked for Tech Mahindra (MNOs: MTN, Orange, Airtel, Etisalat, Omantel...) as L2 Technical Support Engineer
Job Responsibility:
- Applications/system support and troubleshooting (CRBT, OBD, IVR, USSD and SMSC).
- Digital Services Delivery Platform (DSDP) and Subscription Manager.
- Amazon Web Services (AWS).
- Incidents, change requests and service requests resolution within the SLA.
- System Integration Tests (SITs) and commercial User Acceptance Tests (UATs) prior to launch.
- User Experience (UX) and User Interface (UI) testing.
- Call Data Records (CDRs) mediation.

From March 2018 to November 2021
Worked for Comviva (OpCo: Airtel) as Value-Added Services Engineer
Job Responsibility:
- Applications/system troubleshooting.
- Support Engineer for VAS (Messaging, Roaming, EoBN, MCA, VMS, MSDP/ECP, FQDNs, SUFW and USSD) services.
- MySQL, TCP/IP, HTTP, HTTPS, SMPP, Linux, VMware, SS7, Signaling…
- Ensure all nodes (servers) and links are accessible, running/reachable to and from other nodes.
- Ensure all connections (SMPP/HTTP) between SMSC, USSD GW and ESMEs are stable.
- Fully Qualified Domain Names (FQDNs).
- Monitoring, statistical reporting both routine or as per request, system performance analysis
- daily, weekly and monthly.
- Support VAS project(s) management, service rollout and performance improvement.
- Software as a Service (SaaS), Infrastructure as a Service (IaaS) and Platform as a Service (PaaS).
- 24x7 availability for system and user support.
- Ensure response/resolution for all incidents, change requests and service requests is within the   - Service Level Agreement (SLA).
- Perform products/services SITs prior to commercial UATs and launch.

From March 2012 to February 2018
Worked for Airtel as Account Manager
Job Responsibility:
- Compilation and management of quarterly initiatives for infotainment
- products and services.
- Responsible for the management of the third-party content providers and
- business partners.
- Liaise with cross-functional teams to ensure timely and successful delivery of solutions.
- SPoC (Single Point of Contact).
- Monitoring and management of all USSD, IVR, SMS, WAP and Web applications.
- Managing the full product life cycle process of all products and promotions.
- Implementation of new products and services until launch.
- Conduct products/services internal UATs prior to commercial UATs and launch.
- User Experience (UX) and User Interface (UI) testing.
- Product(s) mechanics formulation.
- Issuing of Management Information System (MIS) reports.
- Customer base analyzing and value management.