DEADLINE: 14/10/2024

Engineer – Service Assurance Centre 

Full-time

The Engineer – Service Assurance Centre should be proactive and timely incident management of IN related product services and improved enterprise customer experience

 

Reports to: Senior Consultant – Service Assurance Centre

No. of Vacancies: 1

Main Job Functions:

  • Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA  compliance.
  • SLA and OLA follow-up with all operational teams
  • Coordinate the implementation and acceptance of operational Adhoc works in RAN, Transmission and electrical mechanical domains.
  •  Conduct periodic reviews of resolved customer complaint incidents to verify that appropriate solutions were implemented through the incident management process.
  • Perform initial support and troubleshooting activities for all customer complaints escalated by customer service and escalate incidents that require the attention of high level support
  • Coordinate the resolution of faults or escalated incidents until closure – also ensure timely communication to stakeholders in case of critical failures
  • Resolution of Work orders as assigned.
  • Participate in routine testing of new products, service tests pre and post planned changes and follow up on change management recommendations.
  • Any other duties as may be assigned from time to time

Key Performance Indicators (Smart)

  • MTTR
  • SLA Compliance
  • EBU SLA execution/fulfillment
  • Effective and Timely SAC Activity reports (daily, weekly, and monthly reports).
  • Customer satisfaction index

Education

  • BSc Electrical, Electronic /Telecommunications Engineering,

Work Experience 

  • At least 1 year experience in corporate environment.
  • Basic Telecommunications and Network Overview
  • Proficiency in Microsoft packages (Word, Excel, Powerpoint, Project)                                 

Competencies                                                                                                                                     

  • Quick and gives attention to details
  • Good communicator with great interpersonal skills
  • Must be a team player with a good team spirit and willingness to learn
  • Must be willing to work long hours when called upon, and with a CAN-DO attitude
  • Ability to work unsupervised
  • Ability to do shift work

 

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About MTN Uganda

Industry: Engineering
Location: Uganda
MTN Uganda Limited is a Ugandan telecommunications operator with the strategic intent of providing telecommunications and digital solutions for Uganda’s progress. Inspired by the belief that everyone deserves the benefits of a modern connected life, MTN has grown to a subscriber base of approximately 19 million customers. MTN was incorporated on 21 October 1998, with the objective to operate as a second national operator of a telecommunications network at a time when mobile cellular service penetration in Uganda was at a low of 0.27%. The company has since contributed to the growth of the telecommunications sector in Uganda with current penetration being at 70% (seven lines for every ten individuals).

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