POSITION : Service Management Supervisor
REPORTING TO : NOC Manager
DEPARTMENT : Technology

PURPOSE OF THE JOB

• Guarantee the quality of key services in consumer and enterprise domains and contributes to the introduction of new services.
• Managing E2E QOS of Value added services Voice, Data, OM, MyO, Zebra, and other supporting services and providing improvement plans and execution.
• Production of the weekly or monthly dashboard including the values of service-oriented KPIs (including resolving customer complaints, changes, and achieving network & IT interventions)

KEY ACCOUNTABILITIES

• E2E quality of Service analysis
• Action plans definition and follow-up for QOS improvement (quality loop)
• Analysis of KPIs, customer complaints’ root causes, major incidents, and customer surveys
• Integration of new services or evolutions of services from the operational point of view (operability requirements, SOP documentation)
• Reporting of customer satisfaction and quality of service
• Organization and follow-up of relations with business owners (Marketing, Customer service, etc.) through OLAs (Operation Level Agreements)
• Organization of dysfunctions and incident analysis
• Steering of development and progress follow-up of service improvement action plans
• Steering of development and progress follow-up of action plans for problem resolution

Minimum Requirements

• Bachelor’s degree in Science/information technology, engineering, or a related field.
• At least three years’ experience working in network/Technology service management, or a similar role.
• Strong knowledge of Telecom fundamentals and IT networks.
• Experience working on various monitoring tools related to IT systems such as SolarWinds, Centreon, NMS, and Incident management tools.
• Excellent communication and interpersonal skills and ability to collaborate with team members, also other peer departments.
• Ability to analyze Incidents, customer complaints, and KPIs to understand the root cause and develop a plan to stop recurrence.
• Strong problem-solving, analytical, and ready to work any time whenever necessitates.

JOB SPECIFIC COMPETENCIES

• Communication skills
• Telecom Network and IT Architecture
• Networks, IT, and services security
• Non-real time analysis
• Performance analysis
• Desktop tools
• Service management
• Teamwork

To apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to hr.olr@orange.com

Deadline for receipt of applications: 21st July 2023 at 5:30 p.m.

Please note the following:

• Only shortlisted candidates will be contacted
• Female applicants are highly encouraged to apply.