Senior Consultant – Service Assurance Center Jobs – MTN Uganda Limited

Senior Consultant – Service Assurance Center Jobs – MTN Uganda Limited

Job Title: Senior Consultant – Service Assurance Center
Organization: MTN Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Senior Manager – Network Operations

About MTN Uganda Limited:
MTN-Uganda is the leading telecommunications company in Uganda, offering a wide range of services including payphone, fixed lines, fax/data, internet, and mobile services.

Job Summary:
The Senior Consultant – Service Assurance Center will be responsible for driving the efficiency and effectiveness of the MTN Uganda Service Assurance Center (SAC) and ensuring effective management of Enterprise Business Unit (EBU) customer Service Level Agreements (SLAs).

Key Duties and Responsibilities:

  1. Incident Tracking and SLA Management:
    • Track incidents for EBU wholesale and Tier customers, ensuring compliance with SLAs.
    • Follow up on SLAs and Operational Level Agreements (OLAs) with all operational teams.
  2. Process Management:
    • Develop, enhance, implement, and manage SAC policies, processes, and procedures.
    • Optimize the SAC support structure to adapt to changing business needs and technology.
  3. Leadership and Training:
    • Provide leadership and direction to the SAC team.
    • Ensure SAC personnel are equipped with necessary training and operational skills.
  4. Escalation Management:
    • Ensure effective and timely escalations to improve customer experience and meet EBU customer SLAs.
    • Act as an interface to 2nd & 3rd line support functions for incident and problem handling.
  5. Managerial / Supervisory Responsibilities:
    • Drive the efficiency and effectiveness of the Service Assurance Center.
    • Guide and lead through persuasion in determining quality and measurement possibilities.
    • Participate in continuous personal and department performance improvement activities.

Qualifications, Skills, and Experience:

  • Bachelor’s Degree in Electrical or Telecommunications Engineering.
  • Minimum of 7 years’ experience in the telecommunications industry.
  • At least 5 years of supervisory/management experience in a telecom environment.
  • Training in ITIL, project management, and telecommunications business management is advantageous.


  • Business Process Improvement
  • Quality Assurance
  • Reporting
  • Resource Management
  • Scope Planning & Management
  • Systems Analysis
  • Systems Design & Integration
  • Strategic Planning

Skills / Physical Competencies:

  • Building collaborative relationships
  • Engaged management
  • Influencing and Leadership
  • Strategic planning
  • Innovation

How to Apply:
Interested candidates should apply online using the provided link by the deadline on 3rd March 2024.

Click Here

Note: Only online applications will be accepted.

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