Resolution/Service Manager (Telecommunications) at Terawork

Job Responsibilities:

• Develop and implement strategies to ensure effective and efficient resolution of telecommunication service issues.
• Lead and supervise a team of Network telecommunication executives in identifying and resolving telecommunications service issues.
• Develop and implement service plans to ensure customer satisfaction.
• Work closely with cross-functional teams to ensure timely and effective communication of service issues and resolutions to customers.
• Establish and maintain strong relationships with customers, vendors and other stakeholders to ensure service level agreements are met or exceeded.
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Monitor and report on key performance indicators and service level agreements, making recommendations for improvement where necessary.
• Manage and coordinate the delivery of training and development programs for the team to improve their technical skills and performance.
• Ensure compliance with company policies, procedures and guidelines, and applicable laws and regulations.
• Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges
• Continuously assess and improve processes to optimize service delivery and increase efficiency.
• Other responsibilities as reasonably assigned by the company.

Required Qualifications:

• Minimum of HND in Computer Science or a related field.
• 5+ years of experience in network administration and leadership roles.
• At least 5 years of experience in telecommunications or Fiber Optics.
• CCNA or equivalent technical qualification.
• Strong problem-solving, critical thinking, and decision-making skills.
• Excellent communication skills, with the ability to explain complex technical information in a clear and concise manner to team members and stakeholders.
• Experienced and conversant in Service Level Agreements and Operational Schedules.
• A good working knowledge of TCP/IP.
• Ability to prioritize and meet deadlines in a fast-paced environment.
• Strong attention to detail and ability to maintain accuracy in a high-pressure environment.
• Demonstrated ability to drive change and innovation.
• Ability to work independently and as part of a team, and to establish and maintain effective working relationships with a variety of internal and external stakeholders.