Reporting to the Senior Manager – Enterprise Service Support – the holder of the position will perform complex 2nd Line technical support operations for enterprise customers as well as support digital services as per respective portfolio, perform 2nd line support for escalations from the Enterprise Service Support teams (ECS and Platinum) and liaise with internal stakeholders and vendors to offer permanent solutions to recurring problems.

Responsibilities

Key Responsibilities

• Problem management – deep dive on recurring Incidents
• Customer project execution (complex and time bound), reviews and redesigns of existing customer solutions
• Drive automation agenda e.g. creation of robots to create efficiencies within ESS.
• Service migrations, Relocations, Decommissions, Upgrades and downgrades.
• Technical escalations with backend teams and vendors, especially on global or specific customer incidents that work around was provided
• Liaison and coordination of CRQs and change management to avoid/reduce customer impact – review pre-checks and post checks
• Vendor and Partner evaluations
• Enterprise customer facing Systems licensing e.g managed security end point licensing.
• Ensure all customer solutions are documented;
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance
• Participate in End-to-End EBU automation project squad.
• Optimize and monitor alerts on the Enterprise IP core and follow up on resolutions.
• Be a custodian of network documentation and improvements of the versions.
• Spares tracking and management in liaison with the responsible sections in the company for the IP devices in use.
• Fix network faults on the transport network serving the Enterprise IP network in co-ordination with the regional networks Ops team.
• Co-ordinate proactive exercises on solutions offering to customers to ensure optimal performance and reduce possibilities of service outages in co-ordination with internal backend teams
• Liaise with vendors and fiber providers for resolution of the network faults within the agreed timelines.
• Track QOS affecting parameters e.g. utilization and latencies on the last mile network serving enterprise customers and ensure proactive resolutions.
• Hold regular service review meetings with partners and vendors
• Work closely with the customer experience teams to drive NPS

Qualifications

• A minimum of bachelor’s degree in electrical & electronics, Engineering, Telecommunication, Computer, IT or related field.
• Should have demonstratable at least 2yrs experience working in energy system in telecommunication environment.
• Should demonstrate expertise IT/computer Literacy.
• Should demonstrate proficiency in Data analytical tools and presentation skills.
• Knowledge and accreditation in Data Center and Energy Management systems including, CEM/CMVP and DCIM is an added advantage.
• Working knowledge and accreditation in electrical or solar systems installation and commissioning such as T1/T2 or T3.