Service Management Lead - Vodafone Ghana

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Purpose

Responsible for the End-to-end maintenance (i.e., troubleshooting on NCE, LNT, Huawei provisioning, CBS, CRM, UNIK etc.)  of the Consumer Fixed network 

To ensure the service assurance of the Fixed Voice and Broadband Last-mile connectivity (via Copper and Fibre) to customers

Key Accountabilities and Decision Ownership

• 85% Troubleshooting of all FTTH Service Orders (SO) and task processing in UNIK/CRM within 4 hours 
• Management, Monitoring and tracking of OLT/Port incident across the Country 
• Responsible for OLT/Outage notification (automated and Manual)
• 95% active (idle and ready time) availability on AVAYA for support 
• Provide weekly insight into wrong/Major incident reasons 
• 85% FTTH Troubleshooting Accuracy (Measured by defect on selected samples)
• Management of Exceptions bin for Fault in FSM
• Provide weekly Insight into wrongly raised incidents 
• Monthly frontline training/ Engagement every month
• Weekly Insight into wrong pending reasons 
• Responsible for the technical engagement with our technology and It partners on the availability of key nodes, switches, routers etc.

Core Competencies, Knowledge and Experience

• Extensive Knowledge in provisioning Applications (Huawei provisioning, NCE, LMT, Nokia provisioning etc.)
• Extensive knowledge in Fixed Telecommunication Networks architecture
• Proficiency in the use of Microsoft office suit, Excel, word, Power point, Oracle SQL
• Experience in the use of CRM and other account management tools 
• Leadership and people management skills 
• Ability to Speak and present in public and at management meetings 
• Excellent Customer Experience skills 

Technical and Professional Qualifications

• Bachelor’s degree in Electrical/Electronic Engineering, Mathematics and Statistics, Computer Engineering, Computer Science, and other related Courses
• Customer Experience training
• Knowledge in the use of emerging technologies (IOT, AI, Agility, robotics)