4 days ago
Job title : Coordinator – NES Regional
Job Location : Lagos
Deadline : June 26, 2024
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Mission:
To manage a team of managed service vendors responsible for the operations and performance of Enterprise Solutions products and services, using data analytics to improve business performance.
Description:
- Provide governance for all managed service vendors and Tower Co. in the region across the different technologies supported.
- Manage the activities of CSEs and ensure smooth operations in the region.
- Act as high-level support for the resolution and closure of critical service performance issues.
- Liaise with customer support partners, managed service vendors (Tower Co.), customers, and all internal stakeholders on all service performance issues.
- Problem management to eliminate repetitive failures and guarantee QoS.
- Attend the regional governance meeting.
- Drive contractual obligations to KPIs (MTTR, planned preventive maintenance, service acceptance, and spares utilization management).
- Carry out periodic audits of MSAN nodes and RDLU to ensure they are optimal.
- Govern the ATP process and ensure all changes on the enterprise network are captured in the database.
- Take on additional responsibilities as assigned by the supervisor when required.
- Provide business intelligence using data analytics from field, vendor, and performance reports.
- Review and verify all reports submitted by vendors and Tower Co. on a weekly basis.
- Facilitate and drive enterprise customer service availability reconciliation to minimize penalty payouts to enterprise customers.
- Partner with enterprise business representatives by giving real-time updates on regional accounts.
- Co-ordinate regional change request management and provide relevant information to all stakeholders.
- Supervise all planned network expansions, service migrations, modernization, and optimization activities in the region.
Education:
- First degree in Engineering, Science related discipline
- Fluent in English
Experience:
3–7 years of work experience, which includes:
- Minimum of 3 years’ working experience in data processing, data analysis, and data presentation space or field
- Proficiency in the use of Microsoft Excel, Power BI, SQL, or related database management applications, and MS Power Point
- Good customer and service management experience, including stakeholder engagement, measurement and reporting of service KPIs, negotiating SLAs, and associated penalties
- Good knowledge of IP, data networks, and performance KPIs
How to Apply for this Offer
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