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
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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