Main Purpose:
Proactive and timely incident management of IN related product services and improved enterprise customer experience

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