Service Management Lead

Job Description

Role Purpose
Responsible for the End-to-end maintenance (i.e., troubleshooting on NCE, LNT, Huawei provisioning, CBS, CRM, UNIK etc.) of the Consumer Fixed network

To ensure the service assurance of the Fixed Voice and Broadband Last-mile connectivity (via Copper and Fibre) to customers

Key Accountabilities And Decision Ownership
85% Troubleshooting of all FTTH Service Orders (SO) and task processing in UNIK/CRM within 4 hours
Management, Monitoring and tracking of OLT/Port incident across the Country
Responsible for OLT/Outage notification (automated and Manual)
95% active (idle and ready time) availability on AVAYA for support
Provide weekly insight into wrong/Major incident reasons
85% FTTH Troubleshooting Accuracy (Measured by defect on selected samples)
Management of Exceptions bin for Fault in FSM
Provide weekly Insight into wrongly raised incidents
Monthly frontline training/ Engagement every month
Weekly Insight into wrong pending reasons
Responsible for the technical engagement with our technology and It partners on the availability of key nodes, switches, routers etc

Core Competencies, Knowledge And Experience
Extensive Knowledge in provisioning Applications (Huawei provisioning, NCE, LMT, Nokia provisioning etc.)
Extensive knowledge in Fixed Telecommunication Networks architecture
Proficiency in the use of Microsoft office suit, Excel, word, Power point, Oracle SQL
Experience in the use of CRM and other account management tools
Leadership and people management skills
Ability to Speak and present in public and at management meetings
Excellent Customer Experience skills

Technical And Professional Qualifications
Bachelor’s degree in Electrical/Electronic Engineering, Mathematics and Statistics, Computer Engineering, Computer Science, and other related Courses
Customer Experience training
Knowledge in the use of emerging technologies (IOT, AI, Agility, robotics)

Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Application Deadline: Tuesday 29th August 2023