Summary
Date Posted: Tuesday, April 23 2024, Base Salary: Not Disclosed

JOB DETAILS:
Purpose of the Job (Brief)
To ensure SLA achievements, incident resolution/closure and consistent and useful communication to customers on Incidents Tickets generated through the Enterprise Support NOC, Airtel Networks and Partner Vendors; As well as highlight areas of improvement in processes and Ways of Working

Deliverables (Maximum 5-6 key responsibilities)
Expected Key Results Activities (Detailed KPIs)
Network management operational support
• Monitor all Enterprise outages, summarize every 2 hours in details and ensure that correct feedback is being published.
• Maintain Proactive communication with Customer on all outages
• Technical Support to Enterprise Field Team in charge of Service Delivery when required
• Ensure that both Internal and External SLAs are met and there is no delay in analysis at FO / BO level and Escalate to GM Network Ops and Service Head in case support is required.
• Ensure preparation of RCA and Review by GM Network Ops and Service Head as per new Format for TTs which are closed beyond MTTR.
• Escalate unmet SLAs cases to GM Network Ops and Service Head if unable to get support rather than allow customer to raise it in a different forum.
• Ensure Correct Proactive feedback is given to customer by Helpdesk and BO on all pending outages.
• Ensure that correct daily and weekly report is submitted to the customer
• Ensure weekly tracker is kept for any spare unit related issue.
• Coordinate the activities of Problem Management team.
• Insure Daily, weekly and Monthly reporting requirements for Airtel Rwanda and Partners OPCO w.r.t Enterprise NOC Performance.

Decision level
Prime: Final Decision
Making authority, accountable to the Management Shared: Decisions reached jointly with peers on a collective basis Contributory: Makes a major contribution to a decision or policy judgment reached by others

Demonstrate (Key competencies)
Skills critical to the role:
Influencing, Negotiation, Analytical, Project Management, Change Management, Customer Service
Educational Level:
Must have:
• Bachelor’s Degree in Telecommunications or Similar domain
• Sound skills in IP Networks (Switching and Routing)
• Fluency in English
• Advance proficiency in Microsoft Word and Excel
• Advanced Project Management skills
• Ability to work cross-functionally.
• Ability to manage multiple projects and issues, simultaneously
• Ability to build strong working relationships, internal and external to the organization.
• Good analytical and numerical skills
• Must demonstrate interpersonal savvy with the ability to maneuver through complex situations effectively while building constructive relationships
• Ability to build partnerships in a matrix organizational environment
• Ability to manage an outsourcing partner to deliver business solution

Working Experience:
Must have:
• 5 years of Customer service experience (Experience working in a customer facing role is a must)
• 3 years of relevant experience in Telecom
• 4-6 years in handling the similar position in different company
• Excellent organizational, communication skills, and attention to detail

Dimensions
Impact of position:
• Excellent ability as a consultant/negotiator to influence customers
• Strong budget and management skills, including proven ability to project/process manage
• Ability to deal with ambiguity, tight timelines, multiple priorities, and demanding customers, in a fast-moving, constantly changing environment
• Strong problem solving skills
• High degree of professionalism, maturity and confidentiality
• Strong oral and written interpersonal skills
• Highly developed, demonstrated teamwork skills.
• Demonstrated ability to see the big picture and provide useful and strategic advice and input to the Business unit
• Ability to lead in an environment of constant change.
• Creative, forward thinker
• Strong analytical and problem solving skills.
Impact on customers (Please select one of the options below):
i) Type of customers
Mainly Internal Mainly External Internal & External
No. of Subordinates : No direct reports
Approvals
Reporting Manager Functional Head Business HR C&B

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

Please submit your updated curriculum vitae – CV on recruitment@rw.airtel.com  before 30th April 2024.

All Jobs

QUICK ALERT SUBSCRIPTION