ORANGE – Service Maintenance Lead

Overview

Orange invites candidates who wish to be part of a dynamic workforce to apply for the above position:

Reporting to the Service Maintenance Centre Manager, the incumbent will be expected to pilot all Service Maintenance activities and incidents restoration including crisis and perform post-mortem analysis of the quality

The main duties include but are not limited to:

• To manage and follow up incidents restoration.
• To evaluate client impact and communicate accordingly.
• To liaise with concerned TMC and/or Suppliers.
• To provide real time information about problem impact and restoration times.
• To contribute to crisis management piloting.
• Synchronize a Team of Engineers and assess related necessary competencies.
• Handling, acknowledging and managing trouble tickets sent by the Customer Care Centre to Service Monitoring and ensuring the overall ticket cycle is completed.

• Qualifying and validating troubles affecting the service to give a first diagnosis and escalating to the concerned TMCs with the resolution (if necessary).
• Ensuring that all TMCs concerned with service quality management work together follow-up and validate the definitive resolution.
• Piloting diagnosis, investigation and trouble resolution, involving concerned TMCs when required.
• Informing in real time all entities in contact with the customers (Management Board, Sales, Customer Support Centres, help-desks …) in terms of engaged actions, service impact level, and
• Expected repair time.

• Validating and managing SLA if any (thresholds monitoring, alert triggering, etc…)
• Ensure that every service handled alarm detected by the service monitoring system (trouble ticketing) are piloted.
• Pilot implementation of corrective actions provided that it has been previously delegated by the TMCs (trouble shooting).
• Responsible of service restoration validation following incident with clients impact up to definitive repair with TMC contribution.
• Evaluate clients impact and display necessary updated information to concerned partners.
• Pilot post incident analysis.
• Escalate according to validated procedures to concerned hierarchy.

• Contribute to crisis management success.

Skills:

• Good leadership but also able to work and cooperate with third parties.
• Good technical systems overview (IP, Internet network, Mobile, IT).
• Ability to synthetize, analyse and communicate.
• Good knowledge of both GSM, WCDMA, IN/VAS and Corporate Customers systems.
• IP networking awareness.
• Self-driven.
• Pay particular attention to details.

• Innovative and proactive.
• Ability to work under pressure.
• Being customer-oriented.
• Team oriented.

Qualifications and Experience:

• Bachelor of Science / Engineering in Telecommunications Engineering or Electronic and Electrical Engineering or Computer Engineering.
• 5 years of engineering experience in a telecommunication company.
• ITIL Certification added advantage

Closing date and application instructions

Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to:

[email protected]

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

Closing date: 14th September 2018

Kindly note, that Orange Botswana shall only correspond to short-listed candidates.