Case Manager at Phase3 Telecom

Job Purpose

• The role entails the effective management of service incidents and cases escalated by the NOC or picked from service desk operations.
• The person will be responsible for ensuring that all network incidents and customer escalations are appropriately handled, resolved and documented for reference.
• The case manager will work closely with the head of service delivery to improve customer experience and enhance the service brand in the market. 
• He or she must be vast in incident management, problem resolution, and network operations, and able to build the necessary relationships to close out service and network problems. The case manager must have sufficient drive and thorough ownership capacity to align for efficiency and industry standards.

Key Responsibilities

• Incident tracking
• Ensure proper analysis of service alarms to enable clear interpretation.
• Ensure proper documentation of provisioned links in the database
• Coordinate the generation of network availability and performance on daily/weekly/monthly basis
• Ensure trouble ticket is generated with details whenever there is an incident on the network
• Escalation of incident to the NOC Manager immediately after an outage occurs
• Efficient management of customer complaints and escalation as appropriate
• Ensure proper closure of all incidents and tickets
• Perform any other task as designated by the line manager

 Qualifications

• Academy and Education background
• Degree in Electrical Engineering /Telecommunication/Electronic/Computer Engineering or equivalent.

Experience:

• Minimum 5 years of experience in network operations 
• Experience with managing diverse team of 10 and above.
• Experience in other engineering principles and techniques relating to network development.
• Can carry out testing using IP and optical network tools
• Knowledge of IP/MPLS network platforms
• LAN troubleshooting
• IP address management
• Ability to manage network monitoring platforms
• Customer support

Knowledge & Skills:

• Good knowledge of IP/MPLS and Transmission networks
• Good in data analytics
• Excellent Presentation skills
• Working in a multi-technology environment 
• Excellent interpersonal skills
• Proficiency in Microsoft Excel
• Understanding of telecoms business process
• Ability to think quickly, take the initiative and willingness to make judgment calls
• Customer service and case management

Key Attributes 

• Strong leadership
• Self-Motivated & High Achiever
• Team player, and able to work on own initiative
• Dynamic and Creative; Ability to assimilate quickly and act decisively. 
• Good knowledge of network performance/configuration parameters, their interpretation and use.
• Strong verbal, written and interpersonal communication skills
• Result oriented, able to work independently and under pressure
• People oriented; able to lead and motivate his team

Key Performance Indicators

• Positive feedback from customers on incidents and issues resolution
• Effective communication 
• Collaboration quality with teams across the business functions