Senior Consultant – Service Assurance Center

Main Purpose:

Drive the efficiency and effectiveness of the MTN Uganda Service Assurance Center (SAC) and effective management of EBU customer SLAs.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Senior Consultant – Service Assurance Center

Reports to: Senior Manager – Network Operations

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
• 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.

Vulnerabilities (control span)

• Speed of decision making have a high impact of the business ability to deliver.
• Environmental issue – power, climate
• Levels of skills available
• Inability to recognize internal and external trends and indicators and implement appropriate/adapt current strategies.
• High expectations from shareholders and high value customers
• Understanding of local context and politics.
• Conflicting priorities between various divisional business plans and roles

Education 

• 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:

• Business 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