NOC MANAGER - Customer Service in Lagos, Nigeria

at Nokia

ICT / Telecommunications
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

General Purpose
Leads and facilitates the team in reaching their targets, with the responsibility of personnel management aspects. Ensures operational efficiency by developing working practices, processes and methods. Drives customer satisfaction activities in own area.

Main Responsibility Area
Responsible for implementing strategies in own site/technology/ functional area. Has full responsibility for career and competence development, resourcing and recruiting in his/her unit/area/centre. Has final short- term planning and cost control responsibility for own area. Builds an environment that supports cooperation and cohesiveness among the work team and with other areas within the organization. Responsible for implementing customer satisfaction improvements in own responsibility area.

Position Description

Principal Duties and Responsibilities (Essential Functions):

• Ensure close Coordination of NOC team to meet NSN –EMTS agreed SLA
• Responsible for Delivery of PM, BO, CM and NOC Team for customer requirements
• Meeting with Customer on SLA - TT’s related  issues on outages, KPI’s and QOS
• Stream Lining all Process Related to Work Order Creation/Approval  and change request
• Ensure prompt escalations of all TT’s for outages and quality alarms, follow up with teams for TT closure within SLA
• Close coordination with other vendors within the Etisalat network to ensure issues are resolved within the customer agreed SLA
• Meeting with Vendor’s to discuss Issue’s and to Stream Line Process of Multi Vendor TT Escalation and Resolution
• Meeting with sub cons to ensure outages are resolved within SLA , Diesel management  and preventive maintenance are properly done
• Providing Support to FLM Team regarding Outage’s, Quality alarms and KPI related Issue’s.
• Ensure proper implementation of all Change Request by CM team and within CR duration
• Ensure site availability and agreed KPI are met for NSN managed cluster
• Ensure business profitability for the MS project, Add on sales responsibility
• Actively manage the network operations organizations in gaining high efficiencies and high quality predictable network performance as measured by key parameters
• Continuously drive for efficiency, improvements and excellence in service delivery
• Validate Monthly SLA/KPI performance with customer.

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