Main Job Functions:

• Expert Solution Architecture-Build, maintain and manage continuous technical relationships within corporate customers and partners to ensure high levels of satisfaction through consultation and technical design.
• Design SLAS, OLAS to support the workflow
• Reconciliation and billing checks to confirm non-GSM services are billing in time
• Track Leased lines, Fixed Lines, Mobile BTS, to confirm they are installed and billing
• Support Marketing to follow up closure of EBU NPS initiatives, and CEX plans Reports on National Content to Oil and Gas Customers-Total, CNOOC
• MTTI and Work order reports to Management
• Service Delivery and Improvement meeting – record action items and follow up with NWG
• Prepare reports and attend Service Governance meetings with Group Service Managers, MNC customers. Top 10 LEs and Top 10 SMES
• Follow up status of incidents logged for EBU customers
• Reports (MTTR)on incidents logged for EBU customers Follow up on access requests for links monitoring on IRIS • Process reviews
• Process documentation for new products, services, operations Internal EBU NPS survey and closed loop feedback
• Support on Customer Value Management initiatives
• Business Internet CEX transformation
• Follow up on audit points closure
• Follow up on Revenue assurance primary controls and action items
• Track completion of high-volume journeys for EBU
• Follow up on all Sales vetted to completion
• Audit for Prepaid services, SIP trunk, Collocations Bulk SMS, Bulk USSD. Sponsored Data and Toll-free services to confirm accurate billing
• Confirm that suspended and terminated services are not billing
• Follow up to ensure fault reports are shared as required
• Check that upgrades and downgrades are completed as requested
• Track Closure of EBU transformation Action Items EBU MPOS and EBU Pain points- BSS
• Support KYC team
• Support for Regional Sales – Processes and After Sales support
• Represent EBU on Service Now Enhancements (CSM)
• BSS implementation for Non-GSM services
• Follow up resolution of escalated customer complaints that are not handled by NWG/IT
• Training new staff on processes

Education

• Bachelor’s degree in a relevant field, such as Computer Science, Information Technology, Telecommunications Engineering, Electrical Engineering, Computer Engineering, Software Engineering or any other related fields of capability and competence
• Post graduate Degree in Telecommunications Engineering. Information Technology, Finance, Project management, Strategy or related is advantageous.

Work Experience 

• 5 years of experience preferably in an ISP or telecommunications industry.
• Proven leadership skills, with experience managing teams of customer support professionals.
• Strong technical knowledge of connectivity, communication, and digital enablement services, including LAN/WAN networking, cloud-based services, and cybersecurity
• Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders
• Ability to work collaboratively across multiple teams and departments and manage multiple projects simultaneously
• Experience in enterprise customer relationship management, including strategic account management and retention strategies
• Strong analytical and problem-solving skills, with the ability to identify and address complex technical issues
• Ability to thrive in a fast-paced, dynamic environment, and adapt to changing customer needs and business requirements
• Strategic understanding of the Telecommunications and Mobile Financial Services environment

Core competencies:

• Knowledge of the Quality assurance Strategy.
• Effective oral and written communication skills
• Effective Business writing skills
• Exemplary Planning and Time Management skills.
• Good interpersonal skills and collaborative teamwork
• Must have attention to detail and ability to work for long hours