Network Architect – Service Management

We are Hiring - Join our team to support the existing SOC team in their day to day operations.

Main Duties and Responsibilities:

• Manage and schedule communication to inform of planned or unplanned downtimes
• Document and prepare reports on repeated events or incidents to ensure good service to customers
• Report recurrent and atypical events on a monthly basis
• Review monthly meeting to be scheduled with Support Groups and action tracker
• Assign and assist to prepare and send quarterly service report for top 10 VIP customers
• Contribute to managing mobile customer complaints
• Handle all Emtel Business customer incidents and service request as per processes in place, and within acceptable timeframes to meet set KPIs
• Manage lifecycle of Incident Records (IR) or Service Requests (SRs) within SLA
• Perform functional escalation of all IRs and SRs having breached SLA via email and WhatsApp
• Assist to update processes, along with SLA and associated KPIs
• Assign and assist to update of database or inventory of network infrastructure
• Drive audit and reconciliation of network events, incidents and tickets
• Update of Known issues database
• Supervise and assist to prepare daily, weekly and monthly reports under SOC unit and ad-hoc reports as requested by Supervisors
• Ensure upkeep of all NMSs, NOC equipment and premises
• Identify training needs for the team and arrange with Line Manager for delivery of the trainings
• Be and active participant in the Stand-By roster
• Provide support to team as an Incident Manager                                                               

Required Qualifications and Experience:

• Minimum Degree holder in Telecommunications or any other related field
• Relevant technical certification will be an advantage
• At least (2) two years of experience in related field

Required Skills and Aptitudes:

• Good customer centric approach
• Fluent in both verbal and written communication skills in English and French
• Excellent numerical and analytical skills
• Innovative and well versed of latest technologies/services
• Team oriented

By submitting your personal data to Emtel Ltd, you acknowledge having read and consented to Emtel’s Recruitment Privacy Notice (https://www.emtel.com/recruitment-privacy-notice) which is subject to Emtel’s Privacy Policy (https://www.emtel.com/privacy-policy).

Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.