Job Title: Engineer – Service Assurance Centre
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
About Organisation:
MTN Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: Proactive and timely incident management of IN related product services and improved enterprise customer experience
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.
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
- 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
Qualifications, Skills and Experience:
- 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
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 8th September 2025
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 12