Service Maintenance Engineer at ORANGE BOTSWANA

Service maintenance Engineer

Set up, in line with the concerned Operations teams as well as all other partners, the best conditions for effective and efficient delivery of services to customers. Point of contact for customer services and for the management of complex customer complaints, ensuring that the network, IT infrastructure and services are maintained at good level. This includes the resolution of problems or degradations affecting the service.

The main duties include but are not limited to:

• To manage incidents restoration
• To evaluate clients’ impacts
• To liaise with concerned TMC or Suppliers
• To provide real time information about the impact and restoration
• To lead crisis events (crisis management)
• To coordinate changes management (change management)
• Handling and acknowledging trouble tickets sent by the Customer Care Centre to
• Service Monitoring
• Qualifying troubles affecting the service to give a first diagnosis and escalating to the concerned Operations teams with the resolution (if necessary).
• Ensuring that all Operations teams concerned with service quality management work together and follow-up the resolution.
• Coordinating the diagnosis, investigation and trouble resolution, involving concerned operations teams when required.
• Informing in real time all entities in contact with the customers (Management Board, Sales, Customer Support Centres, helpdesks …) in terms of engaged actions, service impact level, and expected repair time.
• Supervising & managing SLA if any (thresholds monitoring, alert triggering, etc…)
• Handling every service alarm detected by the service monitoring system (trouble
• ticketing) and implementing corrective actions if it has been previously delegated by the Operations teams (trouble shooting).
• Responsible of service restoration following incident with clients impact up to definitive repair with the involvement of the Operations teams.
• Evaluate clients’ impact and display necessary information to concerned partners
• Pilot post incident analysis
• Escalate according to validated procedures to concerned hierarchies
• Contribute to crisis management
• Coordinate technical change management

Skills:

• Leadership
• Ability to drive third parties (mutualized and externalized Operations teams)
• Very good knowledge of services-related technical architectures and end to end chain
• Capacity to work under stress during crisis events
• Ability to synthetize, analyze and communicate
• Ability to react quickly following service monitoring alerts and to make diagnosis
• End-to-end service troubleshooting and launch of corrective actions
• Good understanding of QoS and business impacts
• Customer experience-related analytics or CEM tools and associated OLAs/marketing findings
• Knowledge management updates regarding service evolutions
• Security and data protection policies
• Capability to understand End to End service architectures

Qualifications and Experience:

Degree in Computer Science/Telecommunications/IT.
A Masters Degree would be an added advantage
2 years of experience in a telecommunications environment with emphasis on software development.

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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Closing Date