Enterprise Service Incident Manager - Vodafone Ghana

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

• 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