-       Provide governance to customers:

o   Monthly reports, SLA measurement and incident management

o   Senior Escalation point for customers to drive incident or request resolution

o   Ability to find/explore workarounds to resolve an issue quicker

-       3^rd party support.

o   Liaise with 3^rd parties to expidte incident resolution

o   3^rd party measurement and reporting

o   Obtain 3^rd lines support, expedite progress

-       Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors

-       Ensure customer service performance is up to standards

-       Support the customer connectivity within SLA timelines  

-       Required to, manage workloads, and prioritize work across the team as well as develop the Customer interface organization within Kenya.

-       Responsible for resource optimization across the organization.

-       Oversee and Manage team performance and productivity

-       Definition of ICT 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

-       ITIL certification 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