Manager, Service Assurance at T2 (Formerly 9Mobile)

Job Summary       
To manage Performance and Drive test team, ensure that all services offered over Etisalat network to customers are met for an optimal subscriber experience, to support, contribute and integrate within the organisation's annual business plan, budget and long term strategy.
       
Principal Functions   

• Responsible for monitoring network performance to ensure conformance with formulated performance strategy and KPIs.
• Co-ordinate team to make sure all Etisalat services being offered by Etisalat to her customers are tested and ensure timely escalation to all concerned teams to resolve issues affecting such service.
• Liaise and manage feedback from other department by creating trackers that keep record of all actions points being taking. This is to ensure that all issues detected in the drive test activities are resolved accordingly.
• System and process establishment to meet up with Etisalat and NCC drive test activities.
• Responsible for delivering all quality of service projects, trials that will improve the performance of Etisalat Nigeria Network.
• Responsible for defining KPI threshold for Etisalat Nigeria Technical Vendors
• Responsible for defining and ensuring implementation of relevant policies, processes, and procedures for quality of service.
• Responsible for managing relationship with vendors to deliver good quality for Etisalat network.
• Ensure proper management and timely implementation of all strategic initiatives within unit.
• Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall team objectives.
• Track the best practices for quality of service in the Global telecoms market and advice the Head, Network Performance and Service Assurance as required.
• Develop and maintain systems to establish standards relating to activities and products.
• Demonstrate ability to meet deadlines and mange execution of periodic service assurance tests, quarterly benchmark drive and network quality check test.
• Ensure Operation team is fulfilling all services promise to offer customers are met by creating trackers that will keep record of detected issues during service assurance test and how they are been resolved.
• Develop and maintain systems to measure performance against established standards.
• Monitor performance (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
• Monitor and communicate standards created by external bodies and integrate within internal quality management systems.
• Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments.
• Plan and manage the team's activities in accordance with agreed budgets and time scales.
• Executive Reporting and presentation of drive test result to the top management.
• Co-ordinate and support to achieve team quarterly drive test activities.
• Report as necessary on changes in standards (internally and externally initiated) and on performance against standards.
• Liaise and co-operate with quality management and standards bodies (e.g., NCC, Government Departments, etc)
• Liaise with customers and suppliers (where impacting/affected by quality issues)
• Problem management and follow-up on every service assurance and drive test until closure and KPI fulfillment.
• Perform other duties as instructed by the Head, Network Performance and Service Assurance.

Educational Requirements       

• First degree in Electrical Engineering   

Experience, Skills & Competencies       

• Six (6) to Eight (8) years relevant work experience with at least three (3) years in a supervisory position
• Network Operations
• Service Continuity Management, Monitoring and Control
• Telecommunications & Mobile Network Standards & Specifications
• Teaming
• Communication
• Problem Solving
• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Team work
• Customer Focus