MTN Senior Consultant - Service Assurance Center Technology Jobs in Uganda

MTN Senior Consultant - Service Assurance Center Technology Jobs in Uganda

Main Purpose:

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

How to Apply

For more information and job application details, see; MTN Senior Consultant - Service Assurance Center Technology Jobs in Uganda

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