Published

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Customer support, client care Jobs in Uganda

5

jobs

MTN Pulse Uganda

Senior Consultant – Service Assurance Center

Kampala, Uganda

ENGIE Energy Access (EEA)

Customer Service Representative

Kampala, Uganda

MTN Pulse Uganda

Senior Consultant - Service Assurance Center.Technology

Kampala, Uganda

Schlumberger Limited (SLB)

Digital Drilling Engineer

Kampala, Uganda

Mansour Automotive

ASO & Warranty Engineer

Kampala, Uganda

Pila Consultants

CLOSED

Consumer Affairs Officer

Kampala, Uganda

Mogo Finance Uganda LTD

CLOSED

Quality Analyst

Kampala, Uganda

Fracht Uganda

CLOSED

Customer Service Executive Imports

Kampala, Uganda

Kakira Sugar Limited

CLOSED

Consumer Affairs Officer

Kampala, Uganda

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Alight Ug

CLOSED

Shelter Depot Customer Engagement & Insights Agent

Bidi Bidi, Uganda

Senior Consultant – Service Assurance Center

Closing: Mar 3, 2024

Closing today

Published: Feb 29, 2024 (3 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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The Senior Consultant – Service Assurance Center will drive the efficiency and effectiveness of the MTN Uganda Service Assurance Center (SAC) and effective management of EBU customer SLAs.


Requirements

  • BSc Electrical/Telecommunications Engineering
  • A minimum of 7 years’ experience in the area of specialization
  • At least 5 years of supervisory/management experience in a telecom environment.


Responsibilities
The Senior Consultant – Service Assurance Center will drive the efficiency and effectiveness of the MTN Uganda Service Assurance Center (SAC) and effective management of EBU customer SLAs.


Requirements

  • BSc Electrical/Telecommunications Engineering
  • A minimum of 7 years’ experience in the area of specialization
  • At least 5 years of supervisory/management experience in a telecom environment.


  • Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA compliance.
  • SLA and OLA follow-up with all operational teams
  • To develop/Enhance, implement & Manage the Service Assurance Centre Policies, Processes & Procedures that support of all EBU wholesale and Tier customers and all IN product related services.
  • To Establish and Continuously Optimize the SAC support structure to adapt to changing business needs/Technology and ensure that SAC is still positioned as a single point of contact for external and internal customer IN product related incidents.
  • To provide leadership/direction with effective Management and control, to all the SAC staff team.
  • To ensure SAC personnel are equipped with necessary training and operational skills.
  • To Ensure effective and timely Escalations are done to Improve Customer experience and ensure EBU customer SLAs are met.
  • To act as an interface to 2nd & 3rd line support functions for Incident/ problem handling, Escalation and Management Reporting.

Managerial / Supervisory Responsibilities

  • Drive the Efficiency and Effectiveness of Service Assurance Center through Effective Incident Management processes.
  • Guide and lead through persuasion to MTNU Management in determining quality and measurement possibilities going forward.
  • Participate in continuous personal and department performance improvement activities.
  • Manage the complexities of the interaction between the multitude of technologies and services.
  • Ensure relevant skills development and training are available to all.


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