Position Title: Operation Center Specialist
Employer: Safaricom Telecommunication Ethiopia
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 9 months ago
Deadline: Submission date is over
Role purpose:
The role holder will be responsible for technical support in handling issues and delivering services, governance, operational excellence, support and maintenance of the Network Operation Center elements to support company business requirements
Key accountabilities and decision ownership:
• End to end visibility review and assurance on all platforms.
• End to end monitoring, supervision of all platforms.
• Effective service delivery
• Incident management (quality of tickets, resolution time, problem triggering, put policies and procedures)
• Review operation in handling of fault management, incident management, problem management, change management
• Customer centric approach of problem solving
• Direct requests to the next level of support personnel/escalation
• Provide accurate information on incidents
• Review incidents, incident quality, and resolution time
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Work in 24*7 shift environment
• Managing and ensuring SLAs and KPIsof services are maintained.
• Ensuring necessary operational controls and governance are in place and policies to ensure alignment.
• Monitor and maintain infrastructure performance, capacity, and availability, providing high level support for the resolution of application and infrastructure-related incidents and problems.
• End to end accountability for system monitoring and availability not limited to MTTR, SLA, individual and global incidents handling.
• End to end accountability for building automated monitoring for all domain systems.
• Timely reporting on the log sheet for the rapid response to any Systems glitches.
• End to end accountability for building proactive controls.
Must have technical / professional qualifications:
- Electrical/Computer Engineering or Information Systems (essential)
- 2 – 5 Years systems analysis and design experience preferably in a highly complex environment (essential)
