Latest Vacancies at MainOne

Job Type: Permanent
Department: Commercial

Responsibilities

• The Customer Experience Data Analyst will be responsible for data assurance for all MainOne customer information specifically in Salesforce and across cross functional data platforms.
• He/She will report to the Head of Customer Experience, but will work with all the CX Managers and will provide the administrative and analytical support required for efficient management of customer data to meet company’s objectives of profitability, customer success and stakeholder experience.

Specifically, other responsibilities include:

• Detect areas of data inaccuracy and recommend appropriate strategies to enforce compliance with operational process(es) affecting data accuracy
• Liaise with relevant units and departments in confirming the integrity and assurance of customer data
• Perform quality assurance on data input in Salesforce across the various business units/teams
• Conduct periodic review of process(es) within entire customer data assurance value chain
• Recommend appropriate structures to be put in place to detect and avoid data inaccuracy
• Develop and effect strategies required to reduce data inaccuracy leakage
• Analyze data that cuts across Sales, Billing, Provisioning and Technical to identify inaccuracy-prone data and recommend strategies for blocking them
• Periodic analysis of customer feedback on data inaccuracy and making recommendations to mitigate and facilitate improvement
• Perform other duties as assigned

Qualifications, Skills & Competencies
Qualifications:

• A Bachelor's Degree in Marketing, Communications, Advertising, Business Management or in a related field preferred.
• At least five years' experience as a customer experience professional, or a similar customer support role.

Skills & Competencies:

• Extensive experience in gathering and interpreting customer information.
• Proficiency in Microsoft office suite (Word, Excel, PowerPoint) as well as CX and CRM software.
• Good Data Analytical Skills
• Good Data presentation skills
• Good report writing skills
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.

Contacts:

• Marketing Team.
• Network Operations Team.
• Sales Team.
• Other Customer Experience Teammates.

Demands of the Job:

• Problem solving skills
• Ability to work under pressure
• Ability to handle the challenges that come with the job.
• Capable of multi-tasking, manage time and prioritize workload.
• Ability to collate and interpret data from various sources.
• Willingness to learn and develop new skills.
• Actively seek innovative ways of improving existing systems and processes.
• Very good understanding of Main One’s products and processes
• Ability to work with minimal supervision
• Confidentiality.

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Department: Corporate Services & Development

Responsibilities

• The Employee Development & Engagement Officer will support the development and implementation of comprehensive learning and employee engagement interventions in order to maintain a motivated and skilled workforce that effectively meet the needs of Main One.

Specific Responsibilities include:
Employee Development:

• Support the development of the company’s learning
• Collation of learning and development (L & D) needs company wide, through job analysis, performance appraisals and regular consultation with business
• Support the development and implementation of the company-wide curriculum and annual training plan.
• Manage the company’s e-learning platforms and generate monthly utilization reports
• Facilitate the implementation of a company-wide knowledge sharing system.
• Facilitate the fulfilment of statutory training requirements.
• Manage ITF submissions & reimbursement processing
• Track training expenses in line with approved budgets and conduct a reconciliation with the training ledger on a monthly basis.
• Conduct post training evaluation on employees (upon completion of course) and their line managers.
• Maintain an up-to-date knowledge of developments in L & D by reading relevant journals, taking relevant courses etc.

Employee Engagement:

• Support the development and implementation of the annual employee engagement plan.
• Employee relations and welfare administration
• Leave management
• HMO Management
• Stay interviews management
• Annual Employee Satisfaction Survey administration
• Culture management administration including facilitation employee engagement activities/events
• Exit & Alumni Management administration.

Qualifications, Skills & Competencies

• A Bachelor's Degree in a relevant field of Social Science or Humanities.
• 2-4 years’ experience as a Human Resources generalist with at least 1 year of learning and development experience.
• Excellent verbal and written communication skills.
• Superb interpersonal & organisational skills
• Keen attention to details, strong time management and multitasking skills.
• Continuous improvement mindset
• Strong problem-solving skills and ability to think innovatively.
• Impeccable team working skills
• Good presentation skills
• Customer-service orientation.

Demands of the Job:

• Constant awareness of sensitivity and confidentiality involved in the function.
• Strong initiative and creativity in discharging assigned tasks.
• Ability and willingness to work long hours and meet tight deadlines when required.

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Location: Saka, Lagos
Job Type: Permanent
Department: Technical

Responsibilities

• Troubleshooting and resolution of 1st and 2nd level network related problems
• Respond to and resolve GPON & MW networks issues within the timeframe of severity level agreements as 3rd level if L2 support team are unable to resolve.
• Review and execute RPRs (re-provision requests) on GPON (SOHO) platforms with minimal supervision
• Support all aspects of the network management process assuring requests, implementation, and problems are delivered as required with no impact to the global communications
• Deploy and document changes in accordance with problem and change management process
• Participate in managing projects introduced by engineering team assuring full implementation and documentation standards are adhered to
• Complete the projects objectives within timelines
• Interpret, review and implement Metro Ethernet and GPON networks designs from the access network planning team
• Perform most effective approach to restore, recover, or alter configurations, logical or physical, to maintain service integrity
• Ensure that MainOne’s global and metro fiber network documentation is always accurate and up to date.

Qualifications, Skills & Competencies

• Minimum of 4 years experience.
• Ability to review and execute provisioning requests from Transmission Planning documents
• Ability to troubleshoot, identify root causes and recommend solutions
• Ability to install, commission, implement and configure according to design and specification
• Ability to monitor and manage the delivery of service especially by 3rd party vendors rendered to customers
• Ability to recognize and analyze data, basic causes of problems, and recommend solutions that meet the practical needs of the business
• Good oral and written communication skills
• Teamwork abilities
• Ability to work well under pressure.

Demands of the Job:

• Ability and willingness to work long hours and meet tight deadlines
• Ability to work under minimal supervision
• May be required to travel out of station
• Maybe required to work weekends.

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Location: Ogombo, Lagos
Job Type: Permanent
Department: Technical

Responsibilities

• The Data Center Service Analyst will assume ownership of the Data Centre space and liaise with the Data Centre Service Coordinator and Service Delivery Manager to ensure consistent customer experience.

Other responsibilities will include:

• Work with the Service Coordination team and liaising with Technical Sales, DC Product specialists and the DC operations team to ensure that the right technical solutions are designed for the customer. 
• Builds and sustains effective communications with all stakeholders and across functional teams to maximize the customer experience
• Proactively identifies potential issues and drives solution to avoid customer impact and facilitate continuous improvements.
• Plan, coordinate and execute of Change Records (CR) as it relates to Data Centre Space, power and cooling management
• Coordination of all work carried out in the data centre collo space
• Provide Technical Support services including: Data Centre operations, equipment maintenance and service provisioning
• Provide training workshops to new or junior team member
• Responsible for ensuring compliance with defined capacity thresholds
• Recordkeeping and archiving of colocation activities undertaken, for internal review/training and audit purposes.
• Implementing remote hands services within the agreed SLA and according to the SOW.
• Manage the entire cycle of customer on-boarding process (from feasibilities studies to sign-off) and ensuring that detailed and realistic project implementation plans are developed for the customer onboarding.
• Review collo reports to note trends, projections so as to propose operational improvements where and when necessary

Qualifications, Skills & Competencies

• Bachelor's Degree in Computer Sciences, Information Management or related Engineering field is preferred
• Minimum of 5 years’ experience in the data centre or IT Facility operations
• Excellent verbal and written communications skills
• Basic understanding of Data Centre facilities such as UPS, HVAC, BMS, DCiM, Access control, and surveillance systems. 
• Able to use Microsoft Visio for building and rack layout drawings.
• Must have basic understanding of ISMS and QMS Audit requirement and practises.
• Have a basic understanding of the ITIL framework
• Experience with system support and maintenance
• Previous experience in a customer-facing/Enterprise support role handling customer queries/issues
• Good presentation skills and problem solving skills.

Demands of the Job:

• Regular interaction with customers or other stakeholders.
• Ability and willingness to work extra hours when required.
• Will be required to travel to various customer locations to carry out data centre audit/site surveys of prospective customer infrastructure.
• Be required to develop and prepare reports for internal and external customers
• Be able to complete customer Collo requests/questionnaires within tight deadlines.