Mission/ Core purpose of the Job

The role will be responsible for providing quality and performance reports for all core and backbone GlobalConnect services, Roaming, Signaling, Messaging, IT, IP/MPLS.

This team will be responsible for the analytics and projections to ensure that the core is stable, within capacity and stable for customers.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

Technical Operations

• Provide path performance reports and analysis for the GlobalConnect internal customers:
• Service and path analysis
• Raising tickets and communicating any issues found
• Analyse potential impact and risks feedback to responsible business area
• Provide escalation support during major incidents
• Ability to find/explore workaround solutions
• Produce weekly, monthly reports on path stability, capacity, etc …
• Ensure service performance is up to standards
• Support the deployment of new connectivity within project timelines
• Required to, manage workloads, and prioritize work across the team as well as develop the quality and performance organization within Kenya.
• Responsible for resource optimization across the organization.
• Oversee and Manage team performance and productivity
• Definition of reporting strategies, plans, policies, projects and service levels.
• Spearhead cross-functional engagements for service delivery improvement.

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
• Fluent in English and language of country preferable

Experience:

• Minimum of 5 years’ experience
• Strong IT background in Telco environment
• Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
• Experience on a similar role
• Good knowledge of the OSS and BSS system architectures

Competencies:

• Ability to work effectively with multiple stakeholders in a multi-cultural environment
• Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
• Ability to provide direction and leadership towards multiple business units with the organization
• Maturity to handle ambiguity and adaptive to dynamic environment
• Strong technical and analytical skills

Other:

• Regional and international travel
• Ability to adapt to changing requirements of business and staff members
• Excellent Interpersonal and technical skills
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.