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).