Service Assurance Center (SAC) Engineer Jobs – MTN-Uganda
Job Title: Service Assurance Center (SAC) Engineer
Organisation: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Consultant Service Operations Centre
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Service Assurance Center (SAC) Engineer will perform initial support and troubleshooting activities for all customer complaints escalated by customer service and escalate incidents that require the attention of high level support as well as ensure availability of VAS/IN Infrastructure /Services through 24 hour Network Monitoring and timely escalation of faults to respective Senior engineers
Key Duties and Responsibilities:
- Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA compliance.
- Proactive testing and monitoring of EBU Tier customer links using tools provided within the SOC.
- SLA and OLA follow-up with all operational teams
- Ensure availability of VAS/IN Infrastructure /Services through 14 hour Network
- Monitoring and timely escalation of faults to respective Senior engineer
- Perform initial support and troubleshooting activities for all customer complaints escalated by customer service and escalate incidents that require the attention of high level support
- Compile fault updates and reports to management over service affecting fault
- Coordinate the resolution of faults or escalated incidents until closure – also ensure timely communication to stakeholders in case of critical failures
- Ensure that VAS/IN SLAs with subscriber operations department are met on a regular and consistent basis
- Ensure that all VAS/IN nodes are integrated into the available fault management tools
- Ensure that all nodes for VAS/IN report statistical performance into FACTs or any other available performance analysis tool
- Resolution of Work orders as assigned.
- Participate in VAS/IN Projects as and when required
- Participate in routine testing of all VAS/IN products to ensure optimal performance
- Automation of those routines that can be automated
- Any other duties as may be assigned from time to time
Qualifications, Skills and Experience:
- The ideal candidate for the MTN Uganda Service Assurance Center (SAC) Engineer job placement should hold a BSc in Electrical, Electronic or Telecommunications Engineering
- Three years of working experience in IP telecommunication area.
- Basic telecommunications IP and network overview
- Proficiency in Microsoft Software (MS Excel, MS Project, MS Work, MS Power Point etc
- Analytical skills, thoroughness and attention to details.
- Ability to work Long hours/ nights/ Weekends.
- Communication and interpersonal skills.
- Self-motivated
- Flexibility – the ability to adapt and change in the light of changing circumstances / new information
NB: Please note that presentation of false academic documents and certification will lead to criminal prosecution.
How to Apply:
All suitably qualified and interested candidates should email their Job Applications with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview) to ugrecruitment.UG@mtn.com. Please use this format in the Subject Line i.e. Service Assurance Centre Engineer – Surname First Name-current Dept.
Deadline: 2nd September 2019
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