Role Purpose
To effectively use ITIL Incident Management framework/Processes in progressing and managing all Network related incidents such that agreed SLAs with Managed Services Partners are always met. Ensuring that Incident impact statements are progressively communicated to all business stakeholders including Reason for outages (RFO)

Key Accountabilities and Decision Ownership

•Ensure effective incident management to minimize incident downtime and occurrence. 
•Effectively communicating incidents and taking stakeholders along restoration journey and tracking repetitive issues and working to eliminate them. 
•Escalate as early as possible where required to ensure roadblocks are not in the way of meeting SLAs
•Manage Operations & Maintenance Vendors/Contractors & Third parties such that business objectives of cost savings and continuous improvement are achieved. •Adherence to established governance processes and principles.
•Manage regular performance reviews with Vendors and Contractors ensuring that SLAs/KPIs are met on a daily, weekly and monthly basis flagging any deviations ahead of time.
•Ensure proper Contract Administration and management of such, operationally acting as a single point of escalations for all vendor related issues.
•Peruse all invoices against work completed by contractors, validate and assist issuance of PO to Vendors.
•Assist in drafting scope of work for any contract that is to be operationally manage after its delivery (SLAs, KPI & Service Credit).
•For all new builds (Sites Roll outs, fibre etc) ensure a proper PAT has been performed before accepting into O&M

Core Competencies, Knowledge and Experience 
•3 -5 years extensive experience of mobile and/or fix telecommunication operations.
•Have excellent management and motivational skills and the proven ability to manage Vendors and Contractors 
•Ability to design and build customer-centric structures and processes.
•Excellent communications, presentation, negotiation /influencing skills and the ability to enthuse and engage different audiences.
•Ability to take initiative and operate effectively with minimal supervision.

Must have Technical / Professional Qualifications 
•BSC Electrical Engineering/Telecom Engineering /Computer
•Knowledge of ITIL Processes  
•5+ years’ experience in Telecom Operations and Maintenance
•Attention to detail and pursuit of high-performance standards to meet the needs of Telecel’s customers.
•Working knowledge of Agile principles and Scrum project management.