Latest Jobs in a Global ICT Solutions Company (Graduate level and Exp) [9 positions]
The MacTay Group is a leading consulting company with its sole aim to nurture and improve growth in people and establishments by offering strategic and operations consulting services.
Our 30 year success story has been one filled with excitement and fulfillment for our clients, overcoming difficult challenges, cutting across Private, Public and social sectors while staying true to our beliefs that limitations are only a figment of the imagination, with our committed and innovative team, we have proved this time and again.
Our focus has always been to maximize output, performance and excellence, and this can be attested to by the numerous brands we have worked with in West Africa.
Our major driving force is our deep seated passion to improve performance using the best possible initiative ideas, supporting our clients to improve and modify, exceeding expectations and in the end creating ultimate satisfaction. We are constantly on the edge of transforming, as we believe that nothing is impossible.
Our Client, a global ICT solutions Company is seeking to engage the services of:
Job Title: Front Office Manager
Responsibilities
Design and evaluate quarterly PBC (Personal Business Commitment) with team member
Attend daily NOC operation meeting
Attend Weekly OPS meeting
Request advanced product training
FO daily, weekly, monthly report design and quality improvement.
FO handover report design and quality improvement
Create and perfect work flow
Ensure all TT are created within SLA
Ensure FO team get the newest topology and network information
Ensure FO team get the newest fault category and fault grading
Ensure 7*24 monitoring all network service, such as traffic, signaling, circuits, and availability KPI, etc.
Ensure FO team to escalate all the network problem according to SLA, including availability KPI
Ensure all TT are followed and updated according to SLA
Conduct audit troubleshooting analyze report and preventive guidance, and train FO engineer how to do trouble shooting
Follow the critical network issues and update to NOC manager, and Irancell managers
Make FO preventative maintenance plan and ensure implementation quality
Ensure issues found by preventative maintenance are properly escalated
Ensure FO team to do Data collection, Network performance collection and 7*24 monitoring
Audit CR and arrange FO team to supervise the service during CR implementation, and verify the service status after CR finished
Ensure all the CR are properly recorded and followed
Ensure FO team to supervise and follow up all network equipment integration, ATP with project department
Arrange FO team to cooperate with BTS acceptance and ensure quality, such as TCH availability, etc
Arrange FO team to check hardware and software version, data configuration
Ensure all the site access are under FO control and have reference number
Ensure FO team to supervise network service status during site access
Ensure all network problem caused by site access are properly followed
Ensure a good and reasonable shift plan, especially during holidays and festival
Ensure shift plan implementation quality
Ensure the quality of shift handover
Possesses detailed knowledge in GSM, 3G and IP
Knowledge in Network Management Systems and TMN Architecture (OSS, LAN, WAN, TCP/IP)
Good knowledge of network topology, traffic handling capabilities and traffic characteristics
Good knowledge of network performance / configuration parameters and their interpretation and use
Network service / performance focused
Good knowledge about network operation processes and interfaces
Good knowledge of network implementation / integration processes
5 to 6 years of relevant working experience
Detail knowledge in Transmission : Microwave, Optical, Leased Lines
REQUIREMENTS
Bachelor Degree in Engineering (Electrical & Electronics) / Bachelor Degree in Telecommunications / Bachelor Degree in Computer Science
Performance management
Communication skills at CxO level
Customer Expectation Management
Excellent team player
High level leadership skills(be able to manage a team of 70+)
Excellent reporting and planning skills
Time management
Fault management
Good analytical and investigation technique
Excellent team player
Decision Making Skills
How to Apply:
Interested and qualified candidates should apply here
Job Title: Lan and Connectivity
Responsibilities
Assist in providing technical support to end users of IT network infrastructure
Assist in ensuring the prompt resolution of escalated faults and requests from the call centre and helpdesk. Act as second level of support for escalated issues.
Maintain relationships with third-party vendors and ensure that agreed SLAs are achieved.
Assist in setting up and maintaining network management system tools to ensure network devices are constantly monitored.
Assist in setting up and executing technical test plans for device modification, new deployment and upgrades.
Assist in monitoring and troubleshooting network infrastructure (LAN, WAN, routers, cabling, etc) related issues and requests down to the last line of support before escalating to third-party vendors.
Maintain an accurate and up-to-date record of escalated issues and resolution status (i.e. a detailed maintenance schedule).
Monitor infrastructure performance and recommend adjustments to ensure optimal response time to the Manager, Network Infrastructure Support.
Liaise with the help desk to ensure infrastructure related incidents are resolved efficiently and in a timely manner in compliance with Service Level Agreements.
Liaise with relevant unit/ team/function in carrying out all relevant activities.
Attend team/divisional/departmental meetings as required.
Provide guidance and manage the performance of subordinates (where applicable).
Prepare/compile agreed periodic activity and performance reports
REQUIREMENTS
First degree or equivalent in a relevant discipline.
Minimum of two (2) years relevant work experience.
How to Apply:
Interested and qualified candidates should apply here
Job Title: Data Centre First Line Support
Responsibilities
Provide general first level technical support to end users organisation-wide.
Support the Service desk and respond to all assigned helpdesk calls.
Assist in maintaining issues/request log.
Ensure accurate and prompt logging of all requests/ issues unto the central database.
Assist in providing first-level support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
Provide continuous user application and system support to the call centre and other relevant IT units.
Communicate resolution of faults to end-users/ request initiators.
Assist in developing programmes for training end users on self-help tips and office application usage.
Implement/comply with pre-defined L1 service management policies and procedures.
Assist in administering internal customer satisfaction surveys to obtain feedback on Service efficiency (where necessary).
Liaise with relevant unit/ team/function in carrying out all relevant activities.
Attend team/divisional/departmental meetings as required.
Provide guidance and manage the performance of subordinates (where applicable).
Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
Perform any other duties as assigned by the Line Manager
REQUIREMENTS
First degree or equivalent in a relevant discipline.
Minimum of two (2) years relevant work experience.
How to Apply
Interested and qualified candidates should apply here
Job Title: Service Level Analyst
Responsibilities
Oversee the entire service quality team
Coordinate the activities required to meet Company’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
Review and grant final approval for all the reports and documents related to service quality management
Responsible for ensuring proper criteria, directives, business quality management principles are being applied into the Company and are in accordance with Company’s methodology
Conduct annual customer satisfaction survey and response to the complain
Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance
REQUIREMENTS
Qualification
Bachelor’s/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus.
At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry.
Our 30 year success story has been one filled with excitement and fulfillment for our clients, overcoming difficult challenges, cutting across Private, Public and social sectors while staying true to our beliefs that limitations are only a figment of the imagination, with our committed and innovative team, we have proved this time and again.
Our focus has always been to maximize output, performance and excellence, and this can be attested to by the numerous brands we have worked with in West Africa.
Our major driving force is our deep seated passion to improve performance using the best possible initiative ideas, supporting our clients to improve and modify, exceeding expectations and in the end creating ultimate satisfaction. We are constantly on the edge of transforming, as we believe that nothing is impossible.
Our Client, a global ICT solutions Company is seeking to engage the services of:
Job Title: Front Office Manager
Responsibilities
Design and evaluate quarterly PBC (Personal Business Commitment) with team member
Attend daily NOC operation meeting
Attend Weekly OPS meeting
Request advanced product training
FO daily, weekly, monthly report design and quality improvement.
FO handover report design and quality improvement
Create and perfect work flow
Ensure all TT are created within SLA
Ensure FO team get the newest topology and network information
Ensure FO team get the newest fault category and fault grading
Ensure 7*24 monitoring all network service, such as traffic, signaling, circuits, and availability KPI, etc.
Ensure FO team to escalate all the network problem according to SLA, including availability KPI
Ensure all TT are followed and updated according to SLA
Conduct audit troubleshooting analyze report and preventive guidance, and train FO engineer how to do trouble shooting
Follow the critical network issues and update to NOC manager, and Irancell managers
Make FO preventative maintenance plan and ensure implementation quality
Ensure issues found by preventative maintenance are properly escalated
Ensure FO team to do Data collection, Network performance collection and 7*24 monitoring
Audit CR and arrange FO team to supervise the service during CR implementation, and verify the service status after CR finished
Ensure all the CR are properly recorded and followed
Ensure FO team to supervise and follow up all network equipment integration, ATP with project department
Arrange FO team to cooperate with BTS acceptance and ensure quality, such as TCH availability, etc
Arrange FO team to check hardware and software version, data configuration
Ensure all the site access are under FO control and have reference number
Ensure FO team to supervise network service status during site access
Ensure all network problem caused by site access are properly followed
Ensure a good and reasonable shift plan, especially during holidays and festival
Ensure shift plan implementation quality
Ensure the quality of shift handover
Possesses detailed knowledge in GSM, 3G and IP
Knowledge in Network Management Systems and TMN Architecture (OSS, LAN, WAN, TCP/IP)
Good knowledge of network topology, traffic handling capabilities and traffic characteristics
Good knowledge of network performance / configuration parameters and their interpretation and use
Network service / performance focused
Good knowledge about network operation processes and interfaces
Good knowledge of network implementation / integration processes
5 to 6 years of relevant working experience
Detail knowledge in Transmission : Microwave, Optical, Leased Lines
REQUIREMENTS
Bachelor Degree in Engineering (Electrical & Electronics) / Bachelor Degree in Telecommunications / Bachelor Degree in Computer Science
Performance management
Communication skills at CxO level
Customer Expectation Management
Excellent team player
High level leadership skills(be able to manage a team of 70+)
Excellent reporting and planning skills
Time management
Fault management
Good analytical and investigation technique
Excellent team player
Decision Making Skills
How to Apply:
Interested and qualified candidates should apply here
Job Title: Lan and Connectivity
Responsibilities
Assist in providing technical support to end users of IT network infrastructure
Assist in ensuring the prompt resolution of escalated faults and requests from the call centre and helpdesk. Act as second level of support for escalated issues.
Maintain relationships with third-party vendors and ensure that agreed SLAs are achieved.
Assist in setting up and maintaining network management system tools to ensure network devices are constantly monitored.
Assist in setting up and executing technical test plans for device modification, new deployment and upgrades.
Assist in monitoring and troubleshooting network infrastructure (LAN, WAN, routers, cabling, etc) related issues and requests down to the last line of support before escalating to third-party vendors.
Maintain an accurate and up-to-date record of escalated issues and resolution status (i.e. a detailed maintenance schedule).
Monitor infrastructure performance and recommend adjustments to ensure optimal response time to the Manager, Network Infrastructure Support.
Liaise with the help desk to ensure infrastructure related incidents are resolved efficiently and in a timely manner in compliance with Service Level Agreements.
Liaise with relevant unit/ team/function in carrying out all relevant activities.
Attend team/divisional/departmental meetings as required.
Provide guidance and manage the performance of subordinates (where applicable).
Prepare/compile agreed periodic activity and performance reports
REQUIREMENTS
First degree or equivalent in a relevant discipline.
Minimum of two (2) years relevant work experience.
How to Apply:
Interested and qualified candidates should apply here
Job Title: Data Centre First Line Support
Responsibilities
Provide general first level technical support to end users organisation-wide.
Support the Service desk and respond to all assigned helpdesk calls.
Assist in maintaining issues/request log.
Ensure accurate and prompt logging of all requests/ issues unto the central database.
Assist in providing first-level support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
Provide continuous user application and system support to the call centre and other relevant IT units.
Communicate resolution of faults to end-users/ request initiators.
Assist in developing programmes for training end users on self-help tips and office application usage.
Implement/comply with pre-defined L1 service management policies and procedures.
Assist in administering internal customer satisfaction surveys to obtain feedback on Service efficiency (where necessary).
Liaise with relevant unit/ team/function in carrying out all relevant activities.
Attend team/divisional/departmental meetings as required.
Provide guidance and manage the performance of subordinates (where applicable).
Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
Perform any other duties as assigned by the Line Manager
REQUIREMENTS
First degree or equivalent in a relevant discipline.
Minimum of two (2) years relevant work experience.
How to Apply
Interested and qualified candidates should apply here
Job Title: Service Level Analyst
Responsibilities
Oversee the entire service quality team
Coordinate the activities required to meet Company’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
Review and grant final approval for all the reports and documents related to service quality management
Responsible for ensuring proper criteria, directives, business quality management principles are being applied into the Company and are in accordance with Company’s methodology
Conduct annual customer satisfaction survey and response to the complain
Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance
REQUIREMENTS
Qualification
Bachelor’s/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus.
At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry.
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