Senior Engineer, Demarcation at 9mobile Nigeria

Senior Engineer, Demarcation at 9mobile Nigeria

9mobile Nigeria

Job Title: Senior Engineer, Demarcation

Job ID: IRC4927
Location: Abuja

Job Summary

  • Coordination of NOC operations with MS vendors and ensuring fast and accurate demarcation of incidents to support end-to-end resolution of service-related problems; tracking of network incidents/RCA and providing recommendations/solutions for network availability and quality improvement

Principal Functions

  • Network fault management, escalation and technical support
  • Service Quality monitoring and fault resolution
  • Ensure escalations are done in a timely manner and respective members are notified.
  • Ensure effective analysis to determine cause of service interruption or quality degradation
  • Ensure continuous improvement of end-to-end problem demarcation and troubleshooting of service quality issues
  • Liaise with the Customer Care and Sales team to manage network outages escalations
  • Follow up with all the concerned team members/vendors for tracking and resolution of faults
  • Work with back office to provide root cause analysis reports for major network outages and resolutions
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Manage Service Providers/Vendors contractual SLA
  • Escalate, follow up and reconcile colocation power related incidents
  • Manage global/inter-vendor/inter-unit Work Order/Change Requests
  • Ensure that the organizational quality policy is complied with on all networks O&M and identify those areas where the quality policy needs improvement for necessary escalation and appropriate action.
  • Provide frontline support to customers and ensure incidences or issues are properly escalated to the appropriate quarters
  • Ensure continuous monitoring and reporting on frontline activities are carried out and made available for all stakeholders on request
  • Liaises with other customer care team and service providers regarding network outages affecting leased lines and interconnect issues
  • Review TT reports against SLA and recommend follow up actions
  • Monitor and control all the trouble tickets raised in the network.
  • Ensure all trouble tickets are closed within the agreed MTTR.
  • Perform other duties as assigned by the Head, NOC & BSS

Educational Requirements

  • First Degree or equivalent in Electronics & Communications Engineering or relevant discipline.
  • Have completed NYSC or possess exemption certificate.
  • Advanced skill in Microsoft Office Suite, MapInfo, Google tools.

Experience, Skills & Competencies:

  • At least 3 years experience in Telecoms NOC and NMC operations within a large telecoms or other related technical organization.
  • Experience in telecom managed service environment
  • Be highly focused and success driven.
  • Customer centric approach to work
  • Exceptional ability to think and plan proactively.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online