Service Management Engineer
Monitor daily performance to meet expectations, escalate issues as needed, ensure new sites, services, and clients are integrated according to procedures, and maintain the quality of key services in consumer and enterprise domains.
The main duties include but are not limited to:
- E2E quality of service analysis
- Define action plan for QOS improvement (quality loop)
- Analysis of KPIs, customer complaints root causes, major incidents and customer surveys
- Integration of new services or evolution of services from the operation point of view (operability requirements, SOP documentation)
- Incidents analysis
- Lead the development and implementation of service improvement action plans
- Lead the development and implementation of action plans for problem resolution
- Reporting of customer satisfaction and quality of service
- Facilitate relations with business owners (Marketing, Customer service, etc.) through OLA’s
- Be involved in the GO/NOGO decision for the integration of new services in the operational environment in conjunction with the Business Owner and all technical entities participating in the service integration.
- Be involved in the BUILD phase and ensure the implementation of the operational requirements for the RUN phase.
- Ensure that all monitoring mechanisms for new services and sites are in place by the acceptance stage and ensure a smooth handover of sites and new services from Technical BUILD to Technical RUN.
- Generate and implement Quality of Service QoS tool strategy. Recommend necessary tools for the monitoring of the quality of service. Facilitate and manage trials and advise on improvements on the necessary monitoring tools.
- Manage the QoS commitment negotiation with Marketing and Customer Care.
- Be involved in process management for new services and sites.
- Specify all operating documents including instructions and escalation procedures for every new service.
- Pilot the integration of new Clients services.
- Ensure that Clients service delivery milestones are respected.
- Be involved in Clients SLA validation.
- Perform sites audits to improve customer Network satisfaction.
- Analyse field KPIs and make recommendations based on network performance in terms of Quality and good coverage.
- Detect poorly performing sites and delegate to the right department for rectification.
- Challenge/ follow MSP recommendations and ensure implementation of optimized tilts, azimuth to improve coverage and reduce overshooting cells on existing sites.
- Participate in the integration of new sites (GSM, UMTS, LTE, NR) and any new technologies.
- Coordinate drive tests analysis and take necessary actions to improve coverage performance.
Skills
- Communication skills
- Network and IT Architecture
- Networks, IT and services security
- Non-real time analysis
- Performance analysis
- Data Analysis
- Desktop tools
- Service management
- Team work
Qualifications and Experience:
- BSc. / B.Eng. Computer Engineering, Telecommunications Engineering, Electronic and Electrical Engineering, or Business Computing and Information Systems or any related qualification. A Master’s Degree will be an added advantage.
- ITIL certification is an added advantage.
- Any certification in Data Analytics is an added advantage.
- Minimum 5 years of Engineering experience in a telecommunication or ICT environment
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com
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