15 Jun 2018

Nokia Job Vacancy : Central SME CS Core

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Key Responsibilities:
  • Act as the single Service Assurance point of contact for the Customer at Customer Operations Group Headquarter for all CS Core Domain.
  • Coordinate with all the Services Assurance Delivery Centers and Field Teams as part of regular governance.
  • Lead operational customer meetings for CS Core at SME level.
  • Assist in Network Emergency Supervision by coordinating.
  • Monitor and track SW Upgrades/ Updates – Airtel Group & OEM Engagement, planning, training of GDC & OPCO resources including coordination.
  • New Feature Implementation approver-– Airtel Group & OEM Engagement, planning, training GDC & OPCO resources.
  • Capability Development Management for Multi-vendor and Multi-technology modernized network install base
  • CS Core, BSC, RNC NPO KPIs mgmt. for all MVMT installed base
  • Weekly/Monthly Core NPO Governance with customer at Group HQ, Global Delivery Centre and with CS Core team in multiple countries.
  • Proactive tracking of the system capacity utilization, impact risk, closure action plan agreement and governance escalation wherever needed with OPCO and Airtel HQ SME
  • Maintain, audit and compliance actions of the network HLD, LLD at all times
  • GDC NPO Quarterly Network Audit assurance and associated action closure
  • Compliance of Preventive Maintenance Procedures from OEMs for all nodes
  • Monthly BISP Compliance for domain and action closure
  • Weekly Critical Network Change Management approver including Emergency CRs.
  • Network New Node Acceptance approver
  • Critical Spares availability tracking and escalation to Airtel ND/ HQ.
  • Approve RCA analysis for Emergency/Critical Outages for Submission to customer.
  • Drive Customer Satisfaction through the established CSAT survey mechanisms and by providing services that are fully compliant with the SLA/KPI.
  • Establish Escalation management according the contractual terms.
  • Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
  • Ensure operational readiness across all stakeholders in new project and new technology introduction.
  • Represent requirements for project-specific processes & tools.
  • Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
  • Ensure legal and/or contractual activities to be performed locally are in close cooperation and within the setup of the respective delivery center.
  • Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
  • Perform Scope management against the contractual Terms &Conditions and identify upscope activities for commercial negotiation
  • Monitor audit and associated actions completion at periodic interval.
  • Understand SLA/KPI and its impact on Rewards and Penalty and drive improvements with Operations and performance teams.
  • Control and own monthly Improvement plans.
  • Regularly monitor and add actions in the Improvement plan based on regular governance with GDC, NPO, Field Force, Operational Teams, Domain SMEs and customer Escalations.
  • Identify service issues, driving improvements through the delivery organizations in coordination with Central Operations Director and his team.
  • Fluent in English, both written and spoken.
  • Make it happen with passion attitude whilst developing end empowering those supporting you
  • Customer focused – preferred experienced with customer exposure
  • Experience in delivering in a multicultural environment, across different countries or organizations
  • Bachelor in Engineering
  • ITIL knowledge with a focus on Incident, Change, Problem and Performance Management
  • Decisive and able to influence others for cooperation
  • Presentation and negotiation skills
  • Broad Multi-Vendor Product knowledge and detailed knowledge in his domain
  • Experience in Maintenance, Network Operations and/or Technical Support activities
  • PMO/PMI and Six Sigma certification desirable.
  • Experience in Network Improvement initiatives and Operational Excellence desirable.
  • For the SME to generate success in this role, she/he must fulfill:
  • Detailed knowledge of his/her domain.
  • Experience of delivering services, Customer facing role preferred.
  • Experience as Technical Lead /Operations Manager in Managed Services for a major telecommunications provider an advantage, but similar experience will be taken into consideration.
  • Broad knowledge across multiple technologies (e.g. 2/3/4G, transmission, IP , CS/ PS core etc.).
Business Performance Oriented with experience of negotiating KPIs and penalties.
Matrix management experience, with service delivery from multiple locations.

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