OSP Engineer at MainOne

Department: Technical

Responsibilities

• Manages all L2 escalations that relate to customers and the network.
• Oversees the workflows of L2 support team which comprises of L2 IP engineers and L2 TX engineers.
• From time-to-time, recommends changes to customers solutions and network designs with the aim of reducing operational cost, improving CX and creating more value for the business.
• Ensures that physical inventory levels are tracked and restocked as required
• Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
• Manage L2 Escalations & Prioritization, in terms of handling, in accordance with the approved OLAs for service segmentation e.g. High Capacity, High Profiled, Prime, Platinum, Gold, Silver and Mercury.
• Drive and Manage upward technical interactions (L3 Support, Network Planning & OEMs) in a timely manner and in ways that ensure that network and customers interests are protected.
• Lead and Manage Low level planning (i.e. upgrade, downgrade, service performance improvement etc.) of network and services in operations with the aim of improving performance and reducing Operation, Administration & Maintenance (OAM) cost.
• Ensures that approved OLAs/SLAs are met by way of seeking refined and more cost-efficient ways for the L2 Support Team to achieve their daily business objectives.
• Builds the knowledge base of the team such that engineers within the L2 Technical support team can handle supports across TX and IP domains.
• Provides and creates management visibility for escalations and/or CX issues that are repeated, prolonged or with technical ambiguities with the aim of protecting both the customers and the business interests across the spectrum of Cost, Quality and Timeliness.
• Effectively manage stakeholders (i.e. L1 team, L3, CX team, etc.) across the business with the aim of creating an ironclad force behind escalations resolution in a swift manner.

Qualifications, Skills & Competencies

• HND / Bachelor’s Degree in Computer Science, Telecommunications, Engineering or related field.
• 5+ years of demonstrated experience as Technical Support Manager in a Telecommunications and/or Digital Communication Industry
• Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally.
• Strong interpersonal skills.
• Strong leadership skills.
• Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity 
• Fundamental understanding of engineering methodologies, values, and processes.
• Strong analytical and data manipulation skills.
• Strong knowledge of IP and Transport network protocols.
• Good understanding of technological trends and their applications within Africa.

Demands of the Job

• Time management
• Prioritisation and workflows management
• Working under pressure
• Can chase stuffs to closure
• Strong Interpersonal skills
• Technically Savvy
• Very conversant with laptop as a tool