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Performance Analysis Manager (Enterprise Business) At Airtel Nigeria

Date Posted: 01/Apr/2014
Deadline: Not Specified

Job description

  • Interface customers on regular basis
  • Monitor Enterprise network performance 24x7 of each customer.  
  • Circulate the performance reports daily to each customer and all internal stake-holders.
  • The performance report should include at least service up time, usage, throughput, outages, Quality KPIs, etc.
  • Ensure that the customer service KPIs are delivered as agreed
  • Generate downtime reports to be used for customer refund/compensation based on agreed contract
  • Any service degradation should be immediately escalated to right people for resolution. Also share it with the customer with severity.
  • Lead and get fully involved in the resolution process in case of service degradation.
  • Generate spares requirements, initiate actions for procurement of spares and do the  management of spares
  • Study the RCA and implement the recommendations given in the RCA to avoid repeat failure in future.
  • Coordinating technical support from OEMs (i.e. Huawei, Ericsson, Aviat, Cedarview, etc.)
  • Creating and developing the database of the performance logs. Analyzing the logs and generating SLA reports.
  • Request & analyze regular reports from Enterprise Help Desk Team Lead on quality/productivity & query/request types

Desired Skills and Experience

  • Bachelor of Engineering Degree
  • Sound knowledge of enterprise network architecture and technologies, service assurance,   customer complaint handling and resolving.
  • Database maintenance, Analytical and Presentation skills
  • Minimum 8 years in the similar field.  Customer service experience will be an added advantage

Method of Application

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