Jobs In Ghana : Enterprise Service Incident Manager - Vodafone Ghana

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Role purpose

  • To execute the Incident Management process, providing a more purposeful Incident co-ordination and communication to enable restoration of agreed service SLA to HVC Customers.

Key Accountabilities

  • Progress and co-ordinate Critical/Major/Minor incidents minimizing impact on both Internal & External Customers of all supported systems and services in line with the Incident Management process & procedures in accordance with global and local requirement.
  • Ensuring all incidents have accurate impact statements, prioritized with appropriate severity rating, and communicated to all customers, in accordance with Incident Management process and procedures.
  • Ensure all incidents are escalated to the appropriate team in accordance with Incident Management process and procedures
  • Ability to work and interact with other teams, operations staff, Service Delivery staff, Enterprise and Management and also lead and drive recovery activities during service related outage events

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  • Ensure that both Tier 1 and 2 levels of troubleshooting are supported such that all escalations are contained. This requires interfacing both Tier 1 and 2.
  • Ensure that all works are carried out in compliance with Vodafone
  • Own the entire process of service troubleshooting, restoration and Preventive Maintenance of HVC, MSAN and IP/MPLS networks

Key Competencies

  • BSc/HND in Telecommunication, Electrical Electronics Engineering or its equivalent
  • 3 – 5 years Telecoms or IT Industry experience
  • An in-depth understanding of IP/MPLS architecture and configuration
  • Have worked within a pressurized environment and experience in analysing risks and making recommendations to senior management.
  • Have experience of facilitating technical discussions with either customers and/or suppliers to solve service problems and ability to effectively use MS Office products including Word / Excel/ PowerPoint / Outlook.
  • Knowledge of engineering and quality standards
  • Strong background in IP skills/CCNA preferred
  • In-depth knowledge on GPON/FTTX/MSAN /LAN/WAN and IP/MPLS Technology

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