Phase3 Telecom is West Africa’s largest independent fibre optic infrastructure and telecommunications services provider. With coverage of 6000km and counting, the company is licensed to run its network on Nigeria’s power infrastructure with expansion into the ECOWAS region using its unique Right of Way (RoW).
We are recruiting to fill the position below:
Job Title: Case Manager
Location: Abuja (FCT)
Employment Type: Full-time
Job Purpose
The role entails the effective management of service incidents and cases escalated by the NOC or picked from service desk operations.
The person will be responsible for ensuring that all network incidents and customer escalations are appropriately handled, resolved and documented for reference.
The case manager will work closely with the head of service delivery to improve customer experience and enhance the service brand in the market.
He or she must be vast in incident management, problem resolution, and network operations, and able to build the necessary relationships to close out service and network problems.
The case manager must have sufficient drive and thorough ownership capacity to align for efficiency and industry standards.
Key Responsibilities
Incident tracking
Ensure proper analysis of service alarms to enable clear interpretation.
Ensure proper documentation of provisioned links in the database
Coordinate the generation of network availability and performance on daily/weekly/monthly basis
Ensure trouble ticket is generated with details whenever there is an incident on the network
Escalation of incident to the NOC Manager immediately after an outage occurs
Efficient management of customer complaints and escalation as appropriate
Ensure proper closure of all incidents and tickets
Perform any other task as designated by the line manager.
Qualifications
Academy and Education background:
Degree in Electrical Engineering /Telecommunication/Electronic/Computer Engineering or equivalent.
Experience:
Minimum of 5 years of experience in network operations
Experience with managing diverse team of 10 and above.
Experience in other engineering principles and techniques relating to network development.
Can carry out testing using IP and optical network tools
Knowledge of IP/MPLS network platforms
LAN troubleshooting
IP address management
Ability to manage network monitoring platforms
Customer support.
Knowledge & Skills:
Good knowledge of IP/MPLS and Transmission networks
Good in data analytics
Excellent Presentation skills
Working in a multi-technology environment
Excellent interpersonal skills
Proficiency in Microsoft Excel
Understanding of telecoms business process
Ability to think quickly, take the initiative and willingness to make judgment calls
Customer service and case management.
Key Attributes:
Strong leadership
Self-Motivated & High Achiever
Team player, and able to work on own initiative
Dynamic and Creative; Ability to assimilate quickly and act decisively.
Good knowledge of network performance/configuration parameters, their interpretation and use.
Strong verbal, written and interpersonal communication skills
Result oriented, able to work independently and under pressure
People oriented; able to lead and motivate his team.
Key Performance Indicators:
Positive feedback from customers on incidents and issues resolution
Effective communication
Collaboration quality with teams across the business functions
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: [email protected] using “Application - Case Manager” as the subject of the mail.