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Airtel Africa – Job Description
(Deliverables, Decision level, Demonstrate & Dimensions)
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Job Title: Senior Transmission and Enterprise Engineer
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Proposed Job Level: Non FTE
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Function: Network Operations
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Location: Kigali
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Reporting to: Head of Network Operations
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Date: 30/April/2024
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Purpose of the Job (Brief)
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To ensure SLA achievements, incident resolution/closure and consistent and useful communication to customers on Incidents Tickets generated through the Enterprise Support NOC, Airtel Networks and Partner Vendors; As well as highlight areas of improvement in processes and Ways of Working
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Deliverables (Maximum 5-6 key responsibilities)
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Expected Key Results
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Activities (Detailed KPIs)
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§ Network management operational support
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- Monitor all Enterprise outages, summarize every 2 hours in details and ensure that correct feedback is being published.
- Maintain Proactive communication with Customer on all outages
- Technical Support to Enterprise Field Team in charge of Service Delivery when required
- Ensure that both Internal and External SLAs are met and there is no delay in analysis at FO / BO level and Escalate to GM Network Ops and Service Head in case support is required.
- Ensure preparation of RCA and Review by GM Network Ops and Service Head as per new Format for TTs which are closed beyond MTTR.
- Escalate unmet SLAs cases to GM Network Ops and Service Head if unable to get support rather than allow customer to raise it in a different forum.
- Ensure Correct Proactive feedback is given to customer by Helpdesk and BO on all pending outages.
- Ensure that correct daily and weekly report is submitted to the customer
- Ensure weekly tracker is kept for any spare unit related issue.
- Coordinate the activities of Problem Management team.
- Insure Daily, weekly and Monthly reporting requirements for Airtel Rwanda and Partners OPCO w.r.t Enterprise NOC Performance.
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Decision level
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Prime: Final Decision
Making authority, accountable to the Management
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Shared: Decisions reached jointly with peers on a collective basis
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Contributory: Makes a major contribution to a decision or policy judgment reached by others
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Demonstrate (Key competencies)
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Skills critical to the role:
· Influencing, Negotiation, Analytical, Project Management, Change Management, Customer Service
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Educational Level:
Must have:
- Bachelor’s Degree in Telecommunications or Similar domain
- Sound skills in IP Networks (Switching and Routing)
- Fluency in English
- Advance proficiency in Microsoft Word and Excel
- Advanced Project Management skills
- Ability to work cross-functionally.
- Ability to manage multiple projects and issues, simultaneously
- Ability to build strong working relationships, internal and external to the organization.
- Good analytical and numerical skills
- Must demonstrate interpersonal savvy with the ability to maneuver through complex situations effectively while building constructive relationships
- Ability to build partnerships in a matrix organizational environment
- Ability to manage an outsourcing partner to deliver business solution
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Working Experience:
Must have:
- 5 years of Customer service experience (Experience working in a customer facing role is a must)
- 3 years of relevant experience in Telecom
- 4-6 years in handling the similar position in different company
- Excellent organizational, communication skills, and attention to detail
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Dimensions
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Impact of position:
- Excellent ability as a consultant/negotiator to influence customers
- Strong budget and management skills, including proven ability to project/process manage
- Ability to deal with ambiguity, tight timelines, multiple priorities, and demanding customers, in a fast-moving, constantly changing environment
- Strong problem solving skills
- High degree of professionalism, maturity and confidentiality
- Strong oral and written interpersonal skills
- Highly developed, demonstrated teamwork skills.
- Demonstrated ability to see the big picture and provide useful and strategic advice and input to the Business unit
- Ability to lead in an environment of constant change.
- Creative, forward thinker
- Strong analytical and problem solving skills.
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Impact on customers (Please select one of the options below):
i) Type of customers
Mainly Internal Mainly External Internal & External
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No. of Subordinates : No direct reports
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Approvals
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Reporting Manager
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Functional Head
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Business HR
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C&B
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