Victor Mhina,MBA

Service Delivery- Accountable for end-to-end Service Delivery to customers and to foster customers’ relationships.

Technology Solutions- To propose Technology Solutions design for corporate customers. Solutions that require detail and secure design that will give customers sustainable value.

Customer Management- Effective management and ownership of customer problems from occurrence through to resolution and maintain service level agreement (SLA).

Network Management- To manage network monitoring tools to manage customers’ networks proactively and efficiently and thus change and capacity management enforcement.

Vendor Management: Interface with service suppliers to ensure high levels of performance and customer satisfaction by owning, controlling and authorizing all aspects of service delivery to ensure continuous service with high availability and minimum disruption.

Key Achievements/Projects

· Manage automation and implementation of Vodacom Network Performance and Monitoring System (Netboss) $ 400k).

· Finalist in Africa Tech Festival Awards under Fintech Innovation category of year 2023 in Cape Town, South Africa.

· Participation of first 5G technology Roll out in country with vendors’ products specifications for enterprise solutions.

. Innovation Forum (Hackathon) Finalist under Growth and Customers Categories within Vodacom/Vodafone Group.

• Streamlined customer support process for faster resolution times and improved customer experience

• Monitor all M-PESA core systems and manage all incidents to third parties (Huawei and Vodafone).
• Coordinate with all support teams to ensure full resolution of incidents within SLAs.
• To prepare weekly and monthly reports of all M-PESA logged incidents.

Key Achievements/Projects

· Propose and manage the establishment of this newly MPESA Unit

· Proactiveness target achieved of being ahead of the customers when raising queries to Call Centre Unit

· SLA control and management boost with the vendors

• To act as first line support with configuration, troubleshooting, monitoring, reporting and isolating problems for enterprise customers
• To provide technical support to ensure corporate customers to ensure service availability and reliability
• To manage incidents, problems, capacity, configurations, SLAs (Service Level Agreements), and changes for customers that Vodacom Plc has acquired
• To advise customers accordingly and eloquently on their problems and ensure that Vodacom Plc does not lose customer because of after sale support.

Key Achievements/Projects

· Participation on the 4G Network roll out migrating from the legacy wireless network (WiMAX)

· Worked as a solo engineer managing the entire Vodacom Corporate base around 300 customers

· Review of security and IT robustness of systems by conducting penetration and vulnerability tests, identifying the risks affecting systems, applications, and processes

· Obtaining audit evidence and developing findings and use best practices to develop audit proposals.

· Presentation of audit reports to management and follow up of issues raised in previous audits.

Key Achievements/Projects

· Auditing large banking, financial and multinational institutions like NMB, CRDB, NBC, STANBIC, ABSA, EXIM, DTB, USAID, COCA-COLA, TAZAMA

· Advising clients on transfer pricing laws & regulations compliance in respect to transactions with other associates within the group.

· Advising clients on how to evaluate risks associated with internal systems controls, strengthen their system defence, reducing the risk of cybe-rattacks and data breaches.

· Advising client to have measures against security posture, ensuring more resilient and protected digital environment and the same time helping them to comply with the BOT external audit scope requirements as stipulated under Banking and Financial Institutions (External Audit) regulations, 2014.