Job Description

• This is a full-time on-site role for a Senior Case Manager at Phase3 Technologies in Abuja.
• The Senior Case Manager will be responsible for overseeing and coordinating all aspects of client cases.
• The Senior Case Manager will effectively manage 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.

Qualifications

Academy and Education background:

• Bachelor’s Degree / HND in Electrical Engineering / Telecommunication / Electronic Engineering / Computer Engineering.

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