Latest Jobs at Phase3 Telecom

Job Description

• This is a full-time on-site role for a Senior Case Manager at Phase3 Technologies in Abuja.
• The Senior Case Manager will be responsible for overseeing and coordinating all aspects of client cases.
• The Senior Case Manager will effectively manage service incidents and cases escalated by the NOC or picked from service desk operations.
• The person will be responsible for ensuring that all network incidents and customer escalations are appropriately handled, resolved and documented for reference.
• The case manager will work closely with the head of service delivery to improve customer experience and enhance the service brand in the market.
• He or she must be vast in incident management, problem resolution, and network operations, and able to build the necessary relationships to close out service and network problems.
• The case manager must have sufficient drive and thorough ownership capacity to align for efficiency and industry standards.

Qualifications

Academy and Education background:

• Bachelor's Degree / HND in Electrical Engineering / Telecommunication / Electronic Engineering / Computer Engineering.

Experience:

• Minimum of 5 years of experience in network operations
• Experience with managing diverse team of 10 and above.
• Experience in other engineering principles and techniques relating to network development.
• Can carry out testing using IP and optical network tools
• Knowledge of IP / MPLS network platforms
• LAN troubleshooting
• IP address management
• Ability to manage network monitoring platforms
• Customer support

Knowledge & Skills:

• Good knowledge of IP / MPLS and Transmission networks
• Good in data analytics
• Excellent Presentation skills
• Working in a multi-technology environment
• Excellent interpersonal skills
• Proficiency in Microsoft Excel
• Understanding of telecoms business process
• Ability to think quickly, take the initiative and willingness to make judgment calls
• Customer service and case management

Key Attributes:

• Strong leadership
• Self-Motivated & High Achiever
• Team player, and able to work on own initiative
• Dynamic and Creative; Ability to assimilate quickly and act decisively.
• Good knowledge of network performance/configuration parameters, their interpretation and use.
• Strong verbal, written and interpersonal communication skills
• Result oriented, able to work independently and under pressure
• People oriented; able to lead and motivate his team

Key Performance Indicators:

• Positive feedback from customers on incidents and issues resolution
• Effective communication
• Collaboration quality with teams across the business functions

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Job Purpose

• The role entails the effective management of service incidents and cases escalated by the NOC or picked from service desk operations.
• The person will be responsible for ensuring that all network incidents and customer escalations are appropriately handled, resolved and documented for reference.
• The case manager will work closely with the head of service delivery to improve customer experience and enhance the service brand in the market. 
• He or she must be vast in incident management, problem resolution, and network operations, and able to build the necessary relationships to close out service and network problems.
• The case manager must have sufficient drive and thorough ownership capacity to align for efficiency and industry standards.

Key Responsibilities

• Incident tracking
• Ensure proper analysis of service alarms to enable clear interpretation.
• Ensure proper documentation of provisioned links in the database
• Coordinate the generation of network availability and performance on daily/weekly/monthly basis
• Ensure trouble ticket is generated with details whenever there is an incident on the network
• Escalation of incident to the NOC Manager immediately after an outage occurs
• Efficient management of customer complaints and escalation as appropriate
• Ensure proper closure of all incidents and tickets
• Perform any other task as designated by the line manager.

 Qualifications
Academy and Education background:

• Degree in Electrical Engineering /Telecommunication/Electronic/Computer Engineering or equivalent.

Experience:

• Minimum of 5 years of experience in network operations 
• Experience with managing diverse team of 10 and above.
• Experience in other engineering principles and techniques relating to network development.
• Can carry out testing using IP and optical network tools
• Knowledge of IP/MPLS network platforms
• LAN troubleshooting
• IP address management
• Ability to manage network monitoring platforms
• Customer support.

Knowledge & Skills:

• Good knowledge of IP/MPLS and Transmission networks
• Good in data analytics
• Excellent Presentation skills
• Working in a multi-technology environment 
• Excellent interpersonal skills
• Proficiency in Microsoft Excel
• Understanding of telecoms business process
• Ability to think quickly, take the initiative and willingness to make judgment calls
• Customer service and case management.

Key Attributes:

• Strong leadership
• Self-Motivated & High Achiever
• Team player, and able to work on own initiative
• Dynamic and Creative; Ability to assimilate quickly and act decisively. 
• Good knowledge of network performance/configuration parameters, their interpretation and use.
• Strong verbal, written and interpersonal communication skills
• Result oriented, able to work independently and under pressure
• People oriented; able to lead and motivate his team.

Key Performance Indicators:

• Positive feedback from customers on incidents and issues resolution
• Effective communication 
• Collaboration quality with teams across the business functions

go to method of application »

Role Summary

• To innovatively drive the sales and revenue generation arm of the Phase3 Telecom business, strategically contributing to initiatives to maintain and expand Phase3 Telecom’s visibility and market share in the African region. S/he will lead the sales team to meet business targets leveraging on existing high networking skills.

Duties & Responsibilities
Include but not limited to:

• Develop and implement strategic marketing plans, sales plans and forecasts to achieve corporate objectives for products and services
• Carry out effective relationship management of existing customers and facilitate the renewal of contracts and/or increase the amount of capacities and routes to customers.
• Engage in aggressive marketing and sale of capacities on routes where capacities are not utilized on the Company’s network, towards facilitation of full commercialization of the network.
• Meet with key clients, assisting sales representative with maintaining relationships, negotiating and closing deals.
• Carry out pre-marketing assessment of on-coming routes within the country towards making them commercially ready for deployment.
• Lead on market research, competitor and customer surveys.
• Manage the sales team, developing a business plan covering sales, revenues and expense control, meeting agreed/assigned targets and promoting the organization’s presence within Nigeria and the West African sub region.
• Amplify and maintain a consistent corporate image throughout all product lines, promotional materials, and events.
• Strategize and plan the sales process management, forecasting, pricing, key account management, expenses, profitability new product development market research and brand strategy.
• Accurately forecast annual, quarterly and monthly revenue streams.
• Develop specific plans to ensure revenue growth in all company products
• Lead on development of budgets based on revenue forecasts for the division, analyze and control expenditures to conform to budgetary requirements.

Person Specification
 Educational / Work Qualification

• A Degree in Business Administration or a related field
• A minimum of 5 years previous work experience of which 1 must have been managerial
• Knowledge of either Yoruba, Hausa or Ibo an advantage

Key Skills and Attributes

• Strategic thinking, Good Leadership and Strong analytical skills
• Mature, credible and comfortable in dealing with senior executives of multinational Organizations.
• Result- oriented, self-driven with a clear focus on high quality and business profit.
• Excellent leadership and managerial skills
• Strong selling and revenue driving skills.
• Strong networking skills
• Excellent communications skills, both written and oral including management report writing skills.
• Excellent business forecasting, judgement and good decision-making skills.
• Strong influencing and negotiating skill.
• Reliable, tolerant and determined and must also be an emphatic communicator.