Job Openings at eStream Networks

About the job

• Key Account Manager is responsible for handling all accounts (customers) in the company.
• He or She is the Lead point of contact for all client matters, anticipate the client's needs, work within the company to ensure deadlines for the client are met, and help the client succeed. 
• This role will also maintain and manage existing customer revenues and upsell where possible to increase revenue and profitability of the company.

Duties and responsibilities

Strategic Responsibilities

• Work with the Head of Sales to develop and implement corporate vision; sales policies, process and procedures; account retention, and sales strategies/plan. 
• Acquire a thorough understanding of customer needs and requirements.
• Appraise existing product features and develop a go-to-market strategy. 
• Develop and expand trust relationships with a portfolio of assigned clients by: 
• constantly engaging the customer both official and unofficial.
• continuously proposing solutions that meet their business objectives to avert churn.

General Expectations

• Conceptual Thinker - Executes strategic initiatives to achieve business objectives.
• Problem Solver - Has the mental agility to identify and solve customer challenges promptly.
• Improvement Driver - Executes and identifies opportunities for revenue growth. 
• Technical / Analysis and Problem-Solving Responsibilities
• Effective and timely planning of resources (human and material) towards achieving client retention and assured revenue. 
• Generate revenue targets for all the company’s products through upselling existing customers; retention fulfilment, and client support. 
• Ensure the correct products and services are delivered to customers promptly
• Serve as the link of communication between assigned customers and internal teams
• Resolve any complaints and problems faced by customers and deal with complaints to maintain trust
• Maintain regular progress reports and forecasts to internal and external stakeholders using key account metrics

General Expectations

• Results Achiever - Produces sustainable business results 
• Operationally Astute - Set priorities correctly; plan, organize, and execute your weekly activities to achieve your weekly expected results. 
• Interpersonal, Relationship Management & Collaboration
• Collaborate with service management, network operations, and commercials to provide top-quality service at all times for all existing customers. 
• Provide input to costing and realistic pricing for all company products for corporate customers.

Communication 

• Seek and provide regular important and useful updates and feedback to HOS and other stakeholders.
• Generate and submit daily and weekly reports of all sales activities to HOS to make good business decisions.

Customer Focus 

• Identify customer needs and suggest appropriate service/solutions to meet the needs. 
• Provide platforms to receive customer feedback.
• Ensure prompt resolution of customers' complaint.

Competency Requirement

Education & Work Experience

• A university degree in HND or a bachelor's degree in any discipline/ field.
• Minimum of 3-5 years relevant (Sales) experience in ISP or Telecommunication 
• Experience in Account Retention in the Telecommunications and ICT Industry
• Knowledge of SLA management, lead generation, lead closure, and customer relationships, preferably in the Telecoms and ICT industry, will also be an advantage

Certifications

• Information Technology Infrastructure Library (ITIL) 
• Certified Sales Professional (CSP). 

Skills & Abilities

• Oral and written skills
• Relationship management.
• Time Management
• Strong communication and interpersonal skills with an aptitude for building relationships with professionals of all organizational levels
• Good organizational skills.
• Good knowledge of Microsoft Suites, especially Word, Excel sheets, and PowerPoint Presentation
• Ability in problem-solving and negotiation.

 KPAs

• Maintain Monthly Assured Revenue Targets. 
• Minimize Customer Churn.
• Percentage growth in subscriber base.
• Percentage growth in product offering.
• Maintain a high standard of customer relationships.
• Percentage level of customer satisfaction.
• Strict compliance to eStream ISO 9001 Procedures.

Working conditions

• You may be required to sit in cold (air-conditioned) rooms for a long time.
• You may occasionally work off-site

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Job purpose

• The Core IP-Senior Network Engineer is responsible for planning and implementing IP connectivity solutions using a wide range of networking products including Cisco router and switches, Mikrotik routers as well as firewall devices.

Duties and responsibilities

Strategic Insight and Integration

• Assist the Head, IP Core Network to achieve the corporate objectives.
• Attend project & departmental meetings.
• Provide inputs to the departmental annual budget.
• Provide technological innovation to improve routing performance and overall service availability.

Technical / Analysis and Problem Solving

• Constant review of core and distribution network design with a view to optimize the network.
• Responsible for configuring core and Edge routers for integration of last mile connections across technologies such as VSAT, Microwave Radio, APN and Optic Fiber to deploy various connectivity solution over the MPLS network.
• Client bandwidth configuration on PE devices.
• Graphing of core nodes integrated on the network.
• Provide technical solutions to network issues beyond the 2nd level support.
• IP address planning and management for core, distribution and access Network.

Interpersonal, Relationship Management & Collaboration

• Liaise with 3rd party vendors to deliver projects
• Partner with Service Deployment and presales technical officer to provide solutions to clients.

Communication

• Escalate service impacting issues outside span of control to the IP specialist.
• Deliver weekly and monthly reports on the status of the network.
• Generate and submit periodic project and operational reports to the COO for informed decision making.

Customer Focus

• Monitor the core network to provide 99% service availability.

Financial Management

• Recommend cost-saving initiatives to the IP specialist.

Requirement

Education & Work Experience

• Bachelor’s degree/HND in Information Technology, Computer Science, Electrical Electronics Engineering or related field.
• Minimum of 6 years work experience in a relevant role.
• Network experience in an ISP environment or a Systems Integration company with specialization in enterprise and service provider routing and switching solutions.
• Affiliation with relevant professional bodies.

Competency& Certifications

• CCNA, CCNP, MTCRE, AWS, PMP
• Advanced knowledge of AWS, Azure, Cisco ASA software, the Domain Name System (DNS), Internet Protocol Security (IPsec), firewalls, and wide area networks (WANs), SD-WAN, BGP, OSPF, IS-IS, MPLS L2VPN, L3VPN, EIGRP.
• Hands-on experience in OSPF and BGP routing protocols.
• Practical experience in deploying MPLS L2VPN and L3VPN solutions for clients.
• Relationship & People Management.

Skills

• Good communication skills,
• Strategic Planning,
• Problem-solving,
• Supervisory, decision
• Time management,
• Collaboration,
• Coaching and mentoring,
• Project management skills.

KPIs

• Achievement of 99.70% Availability of core networks devices and base station backhauls.
• Successful delivery of approved network expansion and optimization projects within the time and budgets constraints.
• Resolution of escalated incidents within 7hrs of escalation.
• Number of new technological initiatives.

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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

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Job purpose

The Assistant Service Manager is responsible for assisting in planning, coordinating and controlling the activities of eStream service Center for all Enterprise subscribers in order to delight and enhance customer loyalty.

She will assist in leading the team to support and maintain consistence service quality by maintaining organizational and operational agreed OLA and each customer SLA.

Supporting field engineers and customers in the deployment, maintenance and troubleshooting to restore normal service operation within the agreed OLA on:

1. Various WAN connectivity solutions (Internet & VPN);

across multiple technologies like Radio (PTP, PTMP), Fiber, VSAT from various service providers.

1. b) Various LAN and WLAN solutions.

Duties and responsibilities

Strategic Responsibilities

• Assist in Strategizing, Plan and Co-ordinates the activities of eStream service Center for all enterprise customers.
• Assist in developing and put in place operational standards by reviewing and enforcing Service Centre policies, processes and procedures to team member.
• Assist in staying abreast of current technologies (including monitoring software’s), industry trends/best practices and regulations as it relates to Service Management and recommend improvement plans.
• Assist in conducting regular service performance review meetings with vendors and customers.
• Ensure service Operations meetings are productive.

General Expectations

• Conceptual Thinker – Assist in executing strategic initiatives to achieve business objective.
• Improvement Driver – Assist in Executing and identifying opportunities to eliminate or reduce churn.

 Technical / Analysis and Problem-Solving Responsibilities

• Assist in providing a clear tactical direction of resolving all enterprise services and related solutions.

• Provide Level 2 remote support to all FSE, contractors and customers during link troubleshooting and link maintenance for all services deployed by the company including 3rd party.

• Assist in Co-ordinating and managing all incidents (minor to major) to resolution, including incidents on vendor deployed (3rd party – Offnet) services for Enterprise Business unit.
• Assist Effectively to manage the departmental resources in order to archive the desired KPI’s
• Assist in ensuring proper documentation is done at all times and provide weekly and monthly report to the management team.
• Assist in constant review of vendor service performances including eStream and its POP’s in line with agreed SLA and make recommendations for vendor choice when services are to be deployed.
• Assist in Managing customers service availability, carryout reconciliations and negotiations resulting from surcharges with all customers.
• Assist in ensuring that service level and Operational level (OLA) targets are adhered to during incident resolution process.
• Ensuring strong service support team in maintaining strong customer relationship and satisfaction.
• Ensuring proper scoping session is well understood for every service delivered or deployed.
• Maintenance of existing customer accounts through Customer Retention Ratio (CRR) for all enterprise subscribers.

General Expectations

• Results Achiever – Produces sustainable business results
• Operationally Astute – Sets priorities correctly; plan, organizes and execute your weekly activities in order to achieve your weekly expected results.
• Problem Solver – Has the mental agility to identify and solve customer challenges in a timely manner.

Leadership

• Strict compliance to the company and departmental polices, processes and procedures.
• Assist in providing leadership for the department and promote discretion behaviors among employees and also Responsible for the overall performance of the department.
• Create and drive a vision for the department in line with corporate goals
• Assist in lead, coach, mentor, train/share knowledge and motivate your team members – encouraging them to deliver quality results that will translate to greater organizational performance
• Periodic review of existing resources (personnel, monitoring tools and systems) to ensure quality service support delivery.

Interpersonal, Relationship Management & Collaboration

• Collaborate with the Commercial; Network Operations; Service Delivery and Quality Assurance in ensuring good quality service is delivered at all times.
• Collaborate with all 3rd parties in ensuring good quality service is delivered at all times.

 Communication 

• Seek and provide regular important and useful feedback to your Line Manager and other stakeholders.
• Generate and submit weekly report of SMC activities to your Line Manager in order to make good business decision.
• Reporting service performance to Vendors and Customers on weekly/monthly/quarterly basis.

Customer Focus

• Identify customer needs and suggest appropriate service/solution to meet the need.
• Provide platforms to receive customer’s feedback.
• Ensure prompt resolution of all incidents and customers complaint.

Competency Requirement

Qualifications & Work Experience

• BSc/HND, MSc in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline.
• Certified/Training on ITIL V3/4, ITIL Masters and CCNA OR Mikrotik (MTCNA)
• Training on ISO 9001:2015, certification on ISO 20000, RF (Cambium), Stakeholders Mgt, Customer Experience Mgt.
• 3-5 Years cognate experience as a Service Management Staff in which at least 2years must be as a Team Lead.

Skills & Abilities

• Proven experience as a Service Management Team Lead.
• Knowledge on LAN, MPLS, VPN, troubleshooting, Installation/troubleshooting on -APN, fiber, Radio
• Strong communication and interpersonal skills with aptitude in building relationships at all organizational levels.
• Good organizational Problem-solving and negotiation skills.
• Ability to function under pressure with time constraint while still providing leadership on assigned tasks.
• Ability to juggle multiple tasks with conflicting requirements.
• Advance knowledge of Network Architecture,
• Experience in the use of Microsoft CRM/Case Management.
• Knowledge on complete customer life cycle – SDRM Integration

 KPAs

• Maintain 90% Monthly assured revenue targets.
• No Customer Churn
• Maintain 95% of high standard of customer relationship
• Percentage level of customer satisfaction
• Strict compliance to eStream ISO 9001 Procedures