Service Monitoring Engineer – ORANGE BOTSWANA

Job title: Service Monitoring Engineer

Location: Gaborone

Department: Technical

Supervisor: Service Monitoring Lead / Service Management Centre Manager

Service Monitoring Engineer

Responsible for the end-to-end quality of service of the mobile, internet, fixed and IT services offered to Orange customers. Ensure services supervision, to detect, if possible before customers realize it, outages or unavailability of services, to take all necessary actions to restore the service and reduce impacts as much as possible.

The main duties include but are not limited to:

Awareness of end-to-end QoS
React quickly to alarms or events detection
First diagnosis / first level support
First level analysis and launch/triggering of corrective actions
Interact with third parties (outsourced and mutualized TMCs)
Focus on customer perception and business SLAs
Customer experience related analytics or CEM tools and associated OLAs
Proactive supervision of KPIs to have the customer end-to-end perception through specific tools (probes, robots or supervision applications).
Draw up correlations between information provided by the different tools and monitoring system used.
Make 1st diagnosis (Level 1) and involve TMCs (Level 2) in the incident resolution, according to existing operational guidelines.
Ensure the collaboration of all concerned entities and their contribution to the resolution of the incident or the service degradation.
Evaluation of the impact on the customer perceived quality of service.
Management and coordination of all specific commercial events.
Information in real time about the progress of actions, customer impact and the projected deadline of restoration. Use monitoring and other monitoring tools

Skills:

Customer satisfaction oriented
Able to manage complex issues in a transversal mode
Ability to analyze, synthetize and communicate (oral and writing)
Able to work and cooperate within a team
Knowledge of services
Good knowledge of GSM, UMTS, LTE, 5G, IN/VAS and corporate customer systems
Self-driven
Attention to details
Innovative and proactive

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.
Minimum 2 years of experience in a telecommunication or ICT environment.
Any ITIL certification is an added advantage.

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

The subject window on email should only contain the title of the position being applied for.

Closing Date: 30 June 2025

Only selected candidates will be contacted for interview