Senior Engineer, Enterprise and SOC at T2 (Formerly 9Mobile)

Job ID: IRC4027
Location: Abuja
Job Type: Full Time

Job Summary

• Resolution of enterprise link incidents and subscriber complaints; customer experience management; coordinating SOC & Enterprise FO teams in the day to day activities in the front office.

Principal Functions

• Ensure 24*7 Monitoring of Enterprise links and solutions
• Resolve subscriber complaints on BES platform
• Monitoring and analysis of critical KQIs
• Provide proactive and enhanced reactive care for subscribers' services
• Raise customer-centric operations transformation initiatives
• Ensure proper management of enterprise link failures within SLA
• Effective demarcation of Enterprise customers complaints
• Work with back office to ensure network visibility of enterprise links
• Ensure availability of all enterprise links and services monitoring systems
• Provide operations primary point of interface for enterprise customers
• Troubleshooting of POF and COF for enterprise links and service problem
• Escalate problems on enterprise links to the back office
• Work with back office on the resolution of enterprise link problems
• Proactively work with other stakeholders on enterprise link problem requiring cross-departmental collaboration
• Provide periodic regular updates on resolution of enterprise link problems to customers
• Ensure effective communication with enterprise customers
• Support reconciliation of availability figures with enterprise customers
• Process site access requests for maintenance and troubleshooting of enterprise links
• Generation and management of enterprise reports as required.
• Perform other duties assigned by the Head, NOC & BSS.

Educational Requirements

• First Degree or equivalent in Electrical or Computer Engineering or relevant discipline
• Four (4) to six (6) years post NYSC work experience in NOC operations
• Multi-vendor solution experience

Experience, Skills & Competencies
Knowledge:

• Network availability and capacity management
• Network administration
• Network operations and maintenance
• Transmission fiber and Microwave knowledge
• Knowledge of IP/Routers/Switches etc.
• Basic understanding of IP Network

Skills:

• Communication
• Delegation/ Supervisory
• Problem Solving

Behavior:

• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Teamwork
• Customer Focus.