Job Title: Senior Consultant – Service Assurance Center
Organisation: MTN Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Senior Manager – Network Operations
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Senior Consultant – Service Assurance Center will drive the efficiency and effectiveness of the MTN Uganda Service Assurance Center (SAC) and effective management of EBU customer SLAs.
Key Duties and Responsibilities:
- Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA compliance.
- SLA and OLA follow-up with all operational teams
- To develop/Enhance, implement & Manage the Service Assurance Centre Policies, Processes & Procedures that support of all EBU wholesale and Tier customers and all IN product related services.
- To Establish and Continuously Optimize the SAC support structure to adapt to changing business needs/Technology and ensure that SAC is still positioned as a single point of contact for external and internal customer IN product related incidents.
- To provide leadership/direction with effective Management and control, to all the SAC staff team.
- To ensure SAC personnel are equipped with necessary training and operational skills.
- To Ensure effective and timely Escalations are done to Improve Customer experience and ensure EBU customer SLAs are met.
- To act as an interface to 2nd & 3rd line support functions for Incident/ problem handling, Escalation and Management Reporting.
Managerial / Supervisory Responsibilities
- Drive the Efficiency and Effectiveness of Service Assurance Center through Effective Incident Management processes.
- Guide and lead through persuasion to MTNU Management in determining quality and measurement possibilities going forward.
- Participate in continuous personal and department performance improvement activities.
- Manage the complexities of the interaction between the multitude of technologies and services.
- Ensure relevant skills development and training are available to all.
Creativities (improvement/innovation inherent)
- Ability to foster a harmonious working relationship with the key Network operations partners e.g. ZTE, MTN.NET in ensuring a resilient Network in all aspects.
Qualifications, Skills and Experience:
- BSc Electrical/Telecommunications Engineering
Other Training:
- Business risk management
- GSM Training
- Switching (GSM and Fixed line/IMS)
- Corporate governance
- ITIL
- Project management
- Telecommunications business management
Work Experience
- A minimum of 7 years’ experience in the area of specialization
- At least 5 years of supervisory/management experience in a telecom environment.
Knowledge:
- usiness Process Improvement
- Quality Assurance
- Reporting
- Resource Management
- Scope Planning & Management
- Software and Hardware Assessment
- Software Development
- Systems Analysis
- Systems Audit
- Systems Design & Integration
- Systems Testing
- Results orientation
Skills / physical competencies:
- Committed to making a difference.
- Credibility
- Building collaborative relationships
- Engaged management.
- Developing & empowering
- Influencing, Leadership, Power
- Sound judgment
- Strategic planning
- Risk-taking, Innovation
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 3rd March 2024
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