SLA Management Officer at MainOne

Responsibilities:

The SLA Management Officer will liaise with cross functional units to ensure quality performance of all services provided to MainOne Customers. He/She will establish good relationship with all customers, report and track resolution on any issue that may affect SLA commitment to our customers.

• Establishing and assuring the contracted service quality.
• Work with operations team & vendor Management to obtain Service Improvement plan for non-performing vendors.
• Escalate repeat incidents for Management’s visibility.
• Review customer’s performance report for accuracy before sending to customers.
• Engage customers for convenient window for maintenance activities and feedback the operations team.
• Advise technical on areas of low performance and request improvement plan.
• Reconciliation of availability reports and service performance with customers.
• Liaising with Finance for processing customers compensation in case of SLA breaches.
• Supporting GNOC by providing customers escalation matrix.
• Working with operations to ensure newly connected customers are included on the Network Monitoring tools such as inter-mapper, IV portal e.t.c
• Assist in managing customers in case of POP outages and prolong service outage.
• Engaging customers for service review meetings.
• Working with IP team to report customer traffic utilization trend for upsell, cross sell opportunities.
• Collaborating with the GNOC to identify customers who have powered down their communication devices over a period of 1 week, for escalation to Account manager’s engagement for likely churn.
• Continually be in the face of the customers via phone calls, emails and visit a means of retaining customers.
• Advise operations team on terminated services for equipment retrieval and removal of such circuits from monitoring tools to free up licenses for future use.
• Work with all stakeholders to ensure maximum customer satisfaction at all times.

Supervision:    

To work directly under the supervision of the Service Delivery Supervisor.

Qualification/Competencies Required:

• B.Sc. Degree in any relevant discipline.
• 1-2 years post NYSC experience
• CCNA and ITIL V3 Certification preferred
• Good verbal and written communication skills
• Good relationship management skills
• Good analytical skills
• Team-oriented
 
Demands of the Job:    

• Ability to pay attention to detail
• Ability to work independently