Service Delivery Specialist at eStream Networks

Job purpose: 

• Responsible for managing all field deployment activities and resources as related to Complete Service Delivery for all Enterprise Solutions while ensuring standards and meeting Customer Requirement is of highest priority by eStream guidelines.
• This role is also responsible for ensuring that service delivery is done at a minimal cost and Nursery Management.

Duties and responsibilities

Strategic Insight and Integration

• Resource planning and Coordination of all field activities by the engineers as it relates to service delivery for all Enterprise Solutions.
• Resource planning and Coordination of all Outsourced related installations and service delivery.
• Proper documentation of all Delivered Services and scoping sessions for all delivered services to the SMC team.
• Support and provide insights into capacity planning such as POP Base Radio; Backhaul Radio and Bandwidth at each POP
• Understanding of the solution design and customer requirements.

Technical / Analysis and Problem Solving

• Coordinate site surveys, and paths surveys and provide engineering reports
• Provide Installation materials for all engineers by filling out the requisition forms based on service solution designs.
• Support DCN designs and provide HLD/LLD designs for all microwave links
• Ensure project execution is in control and within budget.
• Plan and coordinate installation activities on all OEM products according to standard procedures and agreed timescales and ensure Acceptance Test Procedures (ATP) are fully carried out.
• Support in supervising subcontractors during the installation and testing of any Microwave Links.
• Coordinate quality checks on all installations to ensure they conform to eStream installation best practice procedures
• Ensure that all activities are in strict adherence to standard safety and health procedures.
• Periodic site visits for Quality assurance check.
•  Provide guidance and assistance to all FSEs concerning Survey and Installation for all Enterprise Solutions.
• Ensure that all customer access equipment has been tested before FSE embarking on any deployment assignment
• Ensure that all deployed service passes through Nursery Management and customer requirements are met.
• Ensure that all Network Access personnel are knowledgeable and proficient, across all technology platforms deployed by Enterprise SBU
• Foster process improvement in service delivery and support delivery
• Proactively ensure POP Team Leads, utilize the provided monitoring tools to proactively monitor customer services in their region
• Ensure all Team leads, FSEs, Riggers, and contractors are equipped with the required tools and software to effectively provide superior service delivery
• Identify the root cause of service delivery incidents and provide solutions and recommendations to eliminate the continual recurrence of preventable service delivery incidents.
• Monitor service delivery parameters on an ongoing basis, benchmarking against defined customer SLA metrics

• Support leadership in the delivery of quality service to all enterprise customers while meeting the company’s business and quality objectives.
• Provide leadership in learning and development (knowledge sharing) on current and new equipment with associated monitoring systems for all Network Access Team
• Lead and motivate team members, promote discretional behaviors among team members, and encourage them to deliver quality results in a speedy manner
• Stay abreast of various Access technologies and associated monitoring systems while carrying the management team along.

Interpersonal, Relationship Management & Collaboration

• Liaise with 3rd party vendors in service delivery
• Cross-functional duties with Commercial, SMC, Product Development, and Sales teams in understanding customer requirements; solution prescribed, and how to monitor the solution.

Communication

• Identify service delivery issues and submit recommendations to improve performance metrics
• Generate and submit periodic project and operational reports to the Senior Manager of Network Operations Access for informed decision-making

Customer Focus

• Ensure delivered services meet customer’s requirement
• Provide platforms to receive customer’s feedback

Financial Management

• Recommend and implement cost-saving initiatives

Requirement

Education & Work Experience

• A University degree in Electrical, Telecommunications/Computer science/Engineering
• 3- 5 years experience in the Telecoms / ICT industry
• Proven hands-on experience in the installation of various Microwave equipment.
• Experience in resource planning and execution in the Telecommunications and ICT Industry
• Knowledge of contracting, negotiating, and change management preferably in the Telecoms and ICT industry will also be an advantage

Certifications

• Any Relevant certifications on Networking (at least CCNA);, Mikrotik or CWNA
• A professional qualification in project management will be an added advantage

Competency & Skills

• Project management skills
• In-depth understanding of all eStream Products and services.
• Function working knowledge on Networking such as LAN/WLAN/WAN.
• Working knowledge of network designs (HLD, LLD.)
• Working knowledge of fiber access/microwave technologies.
• Effective interpersonal skills and leadership qualities.
• Hands-on technical experience preferred.
• Good knowledge of Aviat, Cambium, Intracomm, and Dragon Wave products
• Good understanding of IP Networks (CCNA certified at least)

KPIs

• NO site visitation within six months of deployment
• 100% compliance with documentation and use of CRM
• 100% compliance with QMS standard
• 100% compliance with eStream Service Delivery standard.
• Reduce all deployment cycle
• Achieve 15% to 20% project cost reductions
• Increase Network Access team technical knowledge
• Improve scoping session for the SMC team