Application Deadline: June 07, 2022

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services and are looking to work with purpose-led teams that put the community at the heart of service.

We are pleased to announce the following vacancy for NOC Shift Supervisor within the Technology and Network Operations Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Purpose:

Reporting to Manager – Network Operations, the role holder will be responsible for Escalations, problem management, measurement and reporting, Monitoring and on-duty shift support services, SLA Management, OLA Management, WAR ROOM Co-ordination, Relationship Management  

Accountabilities, Competencies & KPIs

Detailed description of Role:

• To liaise with internal and external support teams towards fault resolution in order to meet SLAs & OLAs
• Supervise and provide support to the various monitoring teams, inclusive of IT , CSOC, MPESA and Security
• To monitor and measure quality of Incident Management, Problem Management, Change Management processes. (Continually evaluate and improve existing FM processes and systems).
• To notify and escalate major incidents as per the fault handling and escalations procedures. (ensure all escalations procedures are adhered to).
• To compile incident reports, routine and ad hoc management reports and reconcile incidents with business partners.
• Co-ordinate WAR room and the resolution of network failures.
• Be able to deliver AdHoc tasks or projects with minimal supervision until completion (e.g. implementation dashboards required in FM, Tools improvements etc.).
• Escalate and provide updates on 3rd party related failures.

Core Competencies

• Problem solving skills
• Leading and Supervising
• Analysing, reporting and problem solving
• Deciding and Initiating Action
• Customer centric
• Presenting and communicating information
• Interpersonal skills
• Customer centric

 Knowledge and skills:

• Contract, SLA and Relationship Management
• Incident Management & Problem Management.
• Network Management processes and principles
• Report writing
• GSM knowledge and related technologies
• IT ,Telco, CSOC and MPESA

Job Requirements

Qualifications and Experience

• Degree in one of the following: Telecommunications Electronic Engineering or Computer Science
• At least 5 years work experience within Telecommunications or IT – essential.
• At least 3 years work experience in an environment where you co-ordinated WAR ROOMs/ Boilers to resolve major failures
• At least 3 years work experience dealing with business customers or business partners outside your organisation is essential.
• At least 3 years managing SLA/OLAs and communicating with the Senior management team.
• At least 3 years’ experience working in the NOC or environment dealing with Incident Management and problem Management 

How to Apply

Interested applicants can apply using THIS LINK