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Job Title:  Engineer – Service Assurance Centre (Fresher Jobs)

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Senior Consultant – Service Assurance Centre

 

About the Company:

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa

 

Job Summary: Proactive and timely incident management of IN related product services and improved enterprise customer experience

 

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:

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

 

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

 

How to Apply:
All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.

 

Click Here

 

Deadline: 14th October 2024

 

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