Job Purpose

• The role entails the effective management of service incidents and cases escalated by the NOC or picked from service desk operations.
• The person will be responsible for ensuring that all network incidents and customer escalations are appropriately handled, resolved and documented for reference.
• The case manager will work closely with the head of service delivery to improve customer experience and enhance the service brand in the market. 
• He or she must be vast in incident management, problem resolution, and network operations, and able to build the necessary relationships to close out service and network problems.
• The case manager must have sufficient drive and thorough ownership capacity to align for efficiency and industry standards.

Key Responsibilities

• Incident tracking
• Ensure proper analysis of service alarms to enable clear interpretation.
• Ensure proper documentation of provisioned links in the database
• Coordinate the generation of network availability and performance on daily/weekly/monthly basis
• Ensure trouble ticket is generated with details whenever there is an incident on the network
• Escalation of incident to the NOC Manager immediately after an outage occurs
• Efficient management of customer complaints and escalation as appropriate
• Ensure proper closure of all incidents and tickets
• Perform any other task as designated by the line manager.

 Qualifications
Academy and Education background:

• Degree in Electrical Engineering /Telecommunication/Electronic/Computer Engineering or equivalent.

Experience:

• Minimum of 5 years of experience in network operations 
• Experience with managing diverse team of 10 and above.
• Experience in other engineering principles and techniques relating to network development.
• Can carry out testing using IP and optical network tools
• Knowledge of IP/MPLS network platforms
• LAN troubleshooting
• IP address management
• Ability to manage network monitoring platforms
• Customer support.

Knowledge & Skills:

• Good knowledge of IP/MPLS and Transmission networks
• Good in data analytics
• Excellent Presentation skills
• Working in a multi-technology environment 
• Excellent interpersonal skills
• Proficiency in Microsoft Excel
• Understanding of telecoms business process
• Ability to think quickly, take the initiative and willingness to make judgment calls
• Customer service and case management.

Key Attributes:

• Strong leadership
• Self-Motivated & High Achiever
• Team player, and able to work on own initiative
• Dynamic and Creative; Ability to assimilate quickly and act decisively. 
• Good knowledge of network performance/configuration parameters, their interpretation and use.
• Strong verbal, written and interpersonal communication skills
• Result oriented, able to work independently and under pressure
• People oriented; able to lead and motivate his team.

Key Performance Indicators:

• Positive feedback from customers on incidents and issues resolution
• Effective communication 
• Collaboration quality with teams across the business functions