Main Job Functions:

• Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA  compliance.
• SLA and OLA follow-up with all operational teams
• Coordinate the implementation and acceptance of operational Adhoc works in RAN, Transmission and electrical mechanical domains.
•  Conduct periodic reviews of resolved customer complaint incidents to verify that appropriate solutions were implemented through the incident management process.
• Perform initial support and troubleshooting activities for all customer complaints escalated by customer service and escalate incidents that require the attention of high level support
• Coordinate the resolution of faults or escalated incidents until closure – also ensure timely communication to stakeholders in case of critical failures
• Resolution of Work orders as assigned.
• Participate in routine testing of new products, service tests pre and post planned changes and follow up on change management recommendations.
• Any other duties as may be assigned from time to time

Key Performance Indicators (Smart)

• MTTR
• SLA Compliance
• EBU SLA execution/fulfillment
• Effective and Timely SAC Activity reports (daily, weekly, and monthly reports).
• Customer satisfaction index

Education

• BSc Electrical, Electronic /Telecommunications Engineering,

Work Experience 

• At least 1 year experience in corporate environment.
• Basic Telecommunications and Network Overview
• Proficiency in Microsoft packages (Word, Excel, Powerpoint, Project)                                 

Competencies                                                                                                                                     

• Quick and gives attention to details
• Good communicator with great interpersonal skills
• Must be a team player with a good team spirit and willingness to learn
• Must be willing to work long hours when called upon, and with a CAN-DO attitude
• Ability to work unsupervised
• Ability to do shift work