Role purpose:
The position holder will be responsible for building healthy relationships with Customer Operations (COPS) teams, interacting with them, addressing their concerns and being their (liaison) point of contact to Technology.
Key Responsibilities:
• Incident management – Management of outages across Digital IT while providing regular updates to
the business and the front-line teams.
• Problem management – Follow up on recurring faults and faults without clear root causes with the
aim of permanent resolution.
• Ensure full control of all planned works in DIT systems and other shared functions: Care
network, IT networks and partner activities that impact on the customer.
• Lead incident reviews sessions to identify root causes and actions to prevent recurrence
• Lead in documentation and tracking of short and long-term action items provided by the business
and technical teams regarding certain incidents to drive engagement and stability.
• Helping Business formulate Strategy from a Technology perspective, and then driving delivery of
the same strategy through cross functional teams.
• Proactively identify improvement initiatives that will help in incidents recurrence reduction,
demand reduction and reduced mean time to restore (MTTR)
• Liaise with COPS leaders to review service impact and experience.
• Development and analysis of relevant management reports on various key aspects of the section’s
responsibilities e.g. incidents status reports closed, open, in progress and action items.
• Scheduling and preparing weekly, monthly and quarterly reviews to set objectives and identify
shortfalls in customer service and experience.
• Engagement with technical and business steams to ensure collaboration in resolving incidents in
a timely manner.
• Coordinate issues and demand reduction initiatives across DIT.
• Providing advice and input in customer obsession and track proposed stability action items and
ensure they are closed.
• Communicate proposed network changes and their impacts to COPS and other stakeholders.
• Driving customer obsession through various IT and business initiatives.
• Lead voice of the customer morning call and other media channels e.g. WhatsApp, MS Teams through
regular updates on issues.
Key accountabilities and decision ownership:
• Stakeholder Management: Work closely with the stakeholder, Support in identification of risks,
dependencies, and impediments, to facilitate finding solutions, collaborating with other teams
and stakeholders, and actively escalating, when necessary, to ensure resolution.
• Manage all faults across DIT.
• Manage all service offerings to both DIT and external customers.
• First line fault resolution in Call Center
• Incident Management: Management of outages across the technology while consciously takes steps
to make the most of every conversation/interaction.
Job requirements:
• Bachelor’s Degree in Science, IT, Telecommunication, Engineering or Business related.
• Strong business acumen and mindset
• Good and effective communications skills, both orally and in writing
• Minimum of 2 years working experience in a Telecommunications, IT, financial services sector or
similar industries, 1 years of which must include experience in Project Management, Business
Engagement, Business Analysis or Systems design.
• Certification in Agile Project Management will be an added advantage
• Team player who is skilled at building up and managing stakeholder relationships successfully
• Ability to persuade stakeholders and champion effective techniques through engagement
• Ability to drive initiatives without any formal authority in an ambiguous environment
Core competencies, knowledge, and experience:
• Customer service: Good understanding of customer service and service metrics is a plus
• Agile: Understand agile methodologies Scrum, Kanban, Lean and Design thinking and apply agile
ways of working. Deliver long lead projects and short projects effectively applying different
methodologies as required. Leader and role model of agile mind-set and principles.
• Technical skills: Experience in solution architect, excel proficiency, coding, technical support
or project management skills.
• Coaching & mentoring: Creates professional relationships to develop others by using
coaching, mentoring, feedback and stretch assignments supporting learning culture.
• Change & adaptability: Evaluates, leads and adapts to change and shifting demands in different
situations.
If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role, clearly quoting the job title and job reference to the address below.
[email protected]
USE THE LINK BELOW TO APPLY
Engagement Officer – Core Billing and BSS-Techsavanna Company Ltd
