MainOne Cable Nigeria Vacancy for a Graduate SLA Management Officer

MainOne’s success is built on having talented and highly proficient
people within their respective fields as the driving force behind
our business
A job in MainOne is different from any other you have had. With joining
MainOne you’ll be challenged, inspired and proud as you become a
part of something big.

We are recruiting to fill the position below:

Job Title: SLA Management Officer
Location:
Nigeria
Department: Commercial
Reporting Line: Service Delivery Supervisor
Responsibilities

The SLA Management Officer will liaise with cross functional units to
ensure quality performance of all services provided to MainOne
Customers. He/She will establish good relationship with all customers,
report and track resolution on any issue that may affect SLA commitment
to our customers.

  • Establishing and assuring the contracted service quality.
  • Work with operations team & vendor Management to obtain Service Improvement plan for non-performing vendors.
  • Escalate repeat incidents for Management’s visibility.
  • Review customer’s performance report for accuracy before sending to customers.
  • Engage customers for convenient window for maintenance activities and feedback the operations team.
  • Working with IP team to report customer traffic utilization trend for upsell, cross sell opportunities.
  • Collaborating with the GNOC to identify customers who have
    powered down their communication devices over a period of 1 week, for
    escalation to Account manager’s engagement for likely churn.
  • Continually be in the face of the customers via phone calls, emails and visit a means of retaining customers.
  • Advise operations team on terminated services for equipment
    retrieval and removal of such circuits from monitoring tools to free up
    licenses for future use.
  • Work with all stakeholders to ensure maximum customer satisfaction at all times.
  • Advise technical on areas of low performance and request improvement plan.
  • Reconciliation of availability reports and service performance with customers.
  • Liaising with Finance for processing customers compensation in case of SLA breaches.
  • Supporting GNOC by providing customers escalation matrix.
  • Working with operations to ensure newly connected customers are
    included on the Network Monitoring tools such as inter-mapper, IV portal
    e.t.c
  • Assist in managing customers in case of POP outages and prolong service outage.
  • Engaging customers for service review meetings.
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Supervision:    

  • To work directly under the supervision of the Service Delivery Supervisor.

Qualification/Competencies Required

  • B.Sc. Degree in any relevant discipline.
  • 1-2 years post NYSC experience
  • Good relationship management skills
  • Good analytical skills
  • Team-oriented
  • CCNA and ITIL V3 Certification preferred
  • Good verbal and written communication skills

Demands of the Job:

  • Ability to pay attention to detail
  • Ability to work independently

How to Apply
Interested and qualified candidate should:
Click here to apply

Note: When the page opens, click on “SLA Management Officer”

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