POSITION : Service Management Supervisor

REPORTING TO : NOC Manager

DEPARTMENT : Technology – SMC

PURPOSE OF THE JOB

Ensure Service Level management E2E QoS as well as Service Level Assurance to customers

KEY ACCOUNTABILITIES

The incumbent will Supervise and support the management of the End-to-End Quality of Service Level within the Technology Department.

More specifically the role will include:

• Guarantee the quality of key services in consumer and enterprise domains and contribute 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 resolved customer complaints, changes, and achieving network & IT interventions)
• Reporting of customer satisfaction and quality of service
• Integration of new services or evolutions of services from the operation point of view (operability requirements, SOP documentation)
• Designing Action plans and making follow-ups for QOS improvement (quality loop)
• Analyze KPIs, customer complaints root causes, major incidents, and customer surveys
• Analyze the E2E quality of Service
• Lead the Organization of dysfunctions and incidents analysis
• Lead the development and progress follow-up of service improvement and problems resolution action plans

MINIMUM REQUIREMENTS

Education:

• Bachelor of Science Degree in Telecommunication or Information Technology is required with at least one (1) year of experience in similar position
• Minimum five (5) years of experience in telecommunication or Information Technology Domain.

Experience:

• Proven track record and understanding of Telecom Network and IT Architecture
• Good knowledge of Networks, IT and services security
• Good knowledge of Service management
• Excellent experience in MS Office Suite (Word, PowerPoint, Access, and Publisher)

JOB SPECIFIC COMPETENCIES

• Proficient in operating Microsoft Office Suite (MS Word, MS Excel, MS PP, MS Access)
• Excellent interpersonal skills and a team player
• Ability to deliver successfully under pressure
• Highly analytical and organized
• Good communication (listening, speaking and written)and time management skills
• Ability to prioritize, multitask, meet deadline and solve problems
• Ability to work varied hours/days in a challenging environment as business dictates

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: 5^th of June 2024 at 5:30 p.m.

Please note the following:

• Only short-listed candidates will be contacted
• Female applicants are highly encouraged to apply.