Senior Engineer, Demarcation at T2 (Formerly 9Mobile)

Job Summary

• Coordination of NOC operations with MS vendors and ensuring fast and accurate demarcation of incidents to support end-to-end resolution of service-related problems; tracking of network incidents/RCA and providing recommendations/solutions for network availability and quality improvement

Principal Functions

• Network fault management, escalation and technical support
• Service Quality monitoring and fault resolution
• Ensure escalations are done in a timely manner and respective members are notified.
• Ensure effective analysis to determine cause of service interruption or quality degradation
• Ensure continuous improvement of end-to-end problem demarcation and troubleshooting of service quality issues
• Liaise with the Customer Care and Sales team to manage network outages escalations
• Follow up with all the concerned team members/vendors for tracking and resolution of faults
• Work with back office to provide root cause analysis reports for major network outages and resolutions
• Engage with Managed Service Vendors to deliver improved Customer Experience
• Manage Service Providers/Vendors contractual SLA
• Escalate, follow up and reconcile colocation power related incidents
• Manage global/inter-vendor/inter-unit Work Order/Change Requests
• Ensure that the organizational quality policy is complied with on all networks O&M and identify those areas where the quality policy needs improvement for necessary escalation and appropriate action.
• Provide frontline support to customers and ensure incidences or issues are properly escalated to the appropriate quarters
• Ensure continuous monitoring and reporting on frontline activities are carried out and made available for all stakeholders on request
• Liaises with other customer care team and service providers regarding network outages affecting leased lines and interconnect issues
• Review TT reports against SLA and recommend follow up actions
• Monitor and control all the trouble tickets raised in the network.
• Ensure all trouble tickets are closed within the agreed MTTR.
• Perform other duties as assigned by the Head, NOC & BSS

Educational Requirements

• First Degree or equivalent in Electronics & Communications Engineering or relevant discipline.
• Have completed NYSC or possess exemption certificate.
• Advanced skill in Microsoft Office Suite, MapInfo, Google tools.

Experience, Skills & Competencies:

• At least 3 years experience in Telecoms NOC and NMC operations within a large telecoms or other related technical organization.
• Experience in telecom managed service environment
• Be highly focused and success driven.
• Customer centric approach to work
• Exceptional ability to think and plan proactively.