Drive the efficiency and effectiveness of the MTN Uganda Service Assurance Center (SAC) and effective management of EBU customer SLAs.

   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
• To develop/Enhance, implement & Manage the Service Assurance Centre Policies, Processes & Procedures that support of all EBU wholesale and Tier customers and all IN product related services.
• To Establish and Continuously Optimize the SAC support structure to adapt to changing business needs/Technology and ensure that SAC is still positioned as a single point of contact for external and internal customer IN product related incidents.
• To provide leadership/direction with effective Management and control, to all the SAC staff team.
• To ensure SAC personnel are equipped with necessary training and operational skills.
• To Ensure effective and timely Escalations are done to Improve Customer experience and ensure EBU customer SLAs are met.
• To act as an interface to 2nd & 3rd line support functions for Incident/ problem handling, Escalation and Management Reporting.

Managerial / Supervisory Responsibilities

• Drive the Efficiency and Effectiveness of Service Assurance Center through Effective Incident Management processes.
• Guide and lead through persuasion to MTNU Management in determining quality and measurement possibilities going forward.
• Participate in continuous personal and department performance improvement activities.
• Manage the complexities of the interaction between the multitude of technologies and services.
• Ensure relevant skills development and training are available to all.

Creativities (improvement/innovation inherent)

• Ability to foster a harmonious working relationship with the key Network operations partners e.g. ZTE, MTN.NET in ensuring a resilient Network in all aspects.

Vulnerabilities (control span)

• Speed of decision making have a high impact of the business ability to deliver.
• Environmental issue – power, climate
• Levels of skills available
• Inability to recognize internal and external trends and indicators and implement appropriate/adapt current strategies.
• High expectations from shareholders and high value customers
• Understanding of local context and politics.
• Conflicting priorities between various divisional business plans and roles

Education 

• BSc Electrical/Telecommunications Engineering

Other Training:

• Business risk management
• GSM Training
• Switching (GSM and Fixed line/IMS)
• Corporate governance
• ITIL
• Project management
• Telecommunications business management

Work Experience             

• A minimum of 7 years’ experience in the area of specialization
• At least 5 years of supervisory/management experience in a telecom environment.

Knowledge:

• Business Process Improvement
• Quality Assurance
• Reporting
• Resource Management
• Scope Planning & Management
• Software and Hardware Assessment
• Software Development
• Systems Analysis
• Systems Audit
• Systems Design & Integration
• Systems Testing
• Results orientation

Skills / physical competencies:

• Committed to making a difference.
• Credibility
• Building collaborative relationships
• Engaged management.
• Developing & empowering
• Influencing, Leadership, Power
• Sound judgment
• Strategic planning
• Risk-taking, Innovation