Front Office manager – Huawei Technologies Ethiopia PLC
Engineering, Telecommunications
Huawei Technologies Ethiopia PLC
Huawei is a leading global provider of commercial telecom networks that ranks No.2 among the global telecom suppliers, and currently serves 45 of the world’s top 50 telecom operators by the end of January 2012. Through continuous customer-centric innovation, we respond quickly to customers’ needs with a comprehensive, customized set of offerings. Huawei’s products and solutions are deployed in over 140 countries, supporting the communications needs of one-third of the world’s population and strive to meet the Company’s vision “Enrich life through Communication”
Huawei Technologies Ethiopia engaged in the entire network construction of Ethio-Telecom including. GSM, CDMA, Fixed Network, in order to provide better services to Ethiopia Telecom and contribute more to the success of GTP. Therefore we would like to invite qualified and competent applicant to work with us on the following positions:
• Manage Network Surveillance team to achieve contractual SLA/KPI’s.
• Ensure correct handling for escalated cases to the Technology BO during 24 x 7.
• Leading the team to support critical incidents and correctly reporting status to upper management till resolution
• Adhere to SLAs committed and ensure proper follow up of network faults until closure.
• Follow the pre-determined processes and the organizational Workflow.
• Produce regular reports on the status of the network in a timely manner with up to date information on the evolving network.
• available 24 x 7 and able to react to Critical Network Faults and customer escalation . doing the role of incident manager .
• coordinate and manage the activities of front office team members engaged in checking network performance and hourly tasks done by the FO team.
• Organize and assign duties and tasks to front office team members.
• Monitor FO team members performance during the shift and make sure that all processes and operation procedures are running smoothly and to ensure duties are completed accurately, efficiently and timely.
• Handling any network incident across all FO domains by smoothly way and provide all needed reports to drive the incident troubleshooting.
• Handling any network outage crisis and provide the smart way of crisis handling based on crisis type.
• Maintain all regular reports, SMSs, notifications and escalations provided by FO team members on time and according to a formal process.
• Audit the network behavior regularly during the shift hours.
• Provide all network reports and all needed audit reports for network operations and team performance.
• Provide a development plan as a special project for a domain from FO domains and build end to end project.
• Establish front office team member work schedules monthly and arrange extra shifts of team members and allowances.
• Maintain attendance controller records and send to Human Resources department monthly.
• Evaluate the performance of front office team members and conduct verbal and written performance evaluations after 30 days, 90 days and annually as needed.
• Assist with interviews. Conduct orientation and training on front office policies and procedures.
• Identify and recommend solutions to the front office team member and office issues or problems.
• Ensure high-quality care for the customer by reviewing and replying concerns or requests and recommending corrective action as appropriate.
• Assist in disciplinary action as needed in conjunction with the Human Resources department, Document all disciplinary action.
• Provide all team members with the assist in all strategic and development plans.
• Interface customer maintenance team and engineering team
Education and Major
BSc degree in telecom/ in Computer Engineering .
Professional Knowledge
- Mobile maintenance Background
- Process professional knowledge
Business Skills
- Preferred Experience in similar position with Mobile Operator or Vendor
- Good command of English spoken and written
- Able to work under stress
- Must be a Team player as well as self-motivated and be able to work with minimum supervision.
Project Experience
- Previous Experience with similar position in mobile operator or similar Project 4/5 Years of experience
Language Skill: English
