Senior Transmission and Enterprise Engineer at Airtel Rwanda Ltd

JOB DESCRIPTION

Airtel Africa - Job Description

(Deliverables, Decision level, Demonstrate & Dimensions)

Job Title: Senior Transmission and Enterprise Engineer

Proposed Job Level: Non FTE

Function: Network Operations

Location: Kigali

Reporting to: Head of Network Operations

Date: 30/April/2024

Purpose of the Job (Brief)

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

Deliverables (Maximum 5-6 key responsibilities)

Activities (Detailed KPIs)

§ Network management operational support

• 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.

Decision level

Prime: Final Decision

Making authority, accountable to the Management

Shared: Decisions reached jointly with peers on a collective basis

Contributory: Makes a major contribution to a decision or policy judgment reached by others

Demonstrate (Key competencies)

Skills critical to the role:

· Influencing, Negotiation, Analytical, Project Management, Change Management, Customer Service

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

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

Dimensions

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.

Impact on customers (Please select one of the options below):

i) Type of customers

Mainly Internal                       Mainly External                               Internal & External      

No. of Subordinates : No direct reports

Approvals

Reporting Manager

Functional Head

Business HR

C&B

How to Apply

Please submit your updated curriculum vitae – CV on recruitment@rw.airtel.com before 30th April 2024.