Field Service Engineer (Team Lead) at M-P Infrastructure Limited

Job Summary: 

The FSE Team Lead oversees the FSE operations, ensuring that system requirements are properly implemented, and procedures are routinely followed. Cloud Engineers and other technical teams rely on the FSE for information and troubleshooting during downtimes. Therefore, the FSE Lead will interface with both internal and external customers, as he bridges the gap between the clients and the engineers working behind the scenes.

Job Responsibilities:

• Leading the monitoring of operations of the FSE Engineers 24/7 and utilizing best practice operational processes with the aim of achieving service assurance and optimal customer experience.
• Ensure proper analysis of network alarms to enable clear interpretation of issues.
• Develop, refine, and document FSE policies, processes, procedures, and associated systems requirements and drive their implementation and use.
• Supervise the constant documentation of provisioned links in the database.
• Coordinate the generation of network availability and performance on daily/weekly/monthly basis.
• Ensure reconciliation of SLA indices with customers.
• Ensure trouble tickets are generated with details whenever there is an incident on the network.
• Escalation of incident to the Cloud Engineers and necessary stakeholders immediately it occurs.
• Responsible for the efficient management of customer complaints and escalation as may be appropriate.
• Monitor and ultimately ensure Service Restoration - meeting SLA on services.
• Foster relationships with various departments; build customer trust by constant engagement and support, manage downtimes, and negotiate conflicts (with a technical focus). 

Job Skills/Requirements

• Minimum of OND in Electrical Engineering /Telecommunication/Computer science /Computer Engineering or equivalent.
• Minimum of 4 years’ experience with at least one of these spent managing a FSE in a medium to large sized organization.
• Relevant certification and licenses are an added advantage.
• Experience as a team lead.
• Significant proven experience in a similar role 
• Knowledge of network performance/configuration parameters and their interpretation and use.
• Strong Customer Relationship Management Skills.
• Ability to manage and lead a team.
• Dynamic and Creative; able to assimilate quickly and act decisively.
• Strong verbal, written and interpersonal communication skills; comprehensible enough for a varied audience.