Manager - Home Quality Assurance at MTN Nigeria

Mission:

Responsible for providing technical support and quality assurance for FTTx broadband consumers that guarantees user experience, uplifts ARPU (average revenue per user) and averts churn. Leverage BI/performance insights for product innovation and value monetization.

Description:

• Develop an efficient, agile, and real-time home network quality assurance (HNQA) operation that assures service quality, enables FTTx product differentiation, value monetization of complementary services, and marketing agility.
• Responsible for the comprehensive management of the HNQA-Operation for FTTx-Business in line with strategic intent and objectives.
• Ensure the reliability and usability of the FTTx home broadband service for the delivery of curated quad-play offerings, regardless of the type of user application.
• Manage ONT service provisioning, home network support, installation of CPEs – e.g. Wi-Fi access points (APs), CCTVs, STBs, and smart home solutions – to achieve quad-play propositions, service experience, product differentiation and revenue growth.
• Manage and resolve within SLA all home-network-quality issues and trouble-tickets for FTTx-broadband customers.
• Be the single point of contact (SPOC) for FTTx home network technical support and optimization.
• Use performance data and analytics to predict user/household behaviour, service performance issues, and bandwidth growth demands. Leverage these insights for home network optimization, product innovation and value monetization.
• Configure real-time monitoring and alerting scripts to proactively identify and resolve service or Wi-Fi signal issues before they become service impacting or lead to churn.
• Responsible for Inventory planning & management – ensure 100% availability of CPEs and accessories for home network quality assurance (HNQA) operation.
• Define and enforce home connection acceptance test in compliance with acceptance criteria and performance metrics.
• Process payments for home network support partners in line with acceptance criteria, contracts and business rules.
• As the HNQA process owner, be actively involved in the scoping, requirement gathering, clarification and testing of IT-Systems systems for operations excellence.
• Ensure timely feedback are provided to IT on any workflow improvement and track request to timely completion.
• Exhibit and sustain the right organisational culture by consistently demonstrating MTN refreshed values and leading from the front.
• Define SMART KPIs for your team and manage team performance, including appraisal check-in sessions.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify training requirements of team members, develop programs to address knowledge gaps and to enrich knowledge repository within the department.

Education:

• First degree in Engineering, Computer Sciences, Physics or Telecommunications. 
• Fluent in English

Experience:

6 - 13 years’ experience which includes:

• Experience working in a medium organization and a multi-vendor network environment.
• Experience, preferably in a telecommunications business environment.
• A good knowledge of GPON, LAN, SD-WAN and related technologies. Deep understanding of PPPoE, DHCP, VoIP and related networking protocols.
• Advance knowledge of FTTx/ODN architecture, L2VPN technologies and management of access network nodes via Network Management system (NMS).
• An understanding of field service operations management, including planning, scheduling, inventory management, process efficiency and performance reporting.
• A good knowledge of networking devices, data communication protocols and proactive fault discovery and quick issue resolution.
• CCNP, CFOT certification or its equivalent will be an added advantage