Network Architect - Service Delivery

To ensure availability and quality of services provided to customers by maximize availability on Enterprise services by effective end to end management of Incidents.

Main duties and responsibilities:

1. Incident management:

•  Maximize availability on Emtel Enterprise services by effective end to end management of incidents
• Meet and exceed set KPIs while ensuring quality of information being recorded
• Act as Incident Manager during high impact incidents
• Record and document all relevant details during incident
• Update KIDB and follow-up on long outstanding incident records
• Manage escalations as per established procedure

 2.Request Fulfilment:

• Ensure all service requests are handled as per processes and procedures in place, within acceptable timeframes to meet set KPIs
• Tackle and complete most of the request for change at EHD level

 3. Reporting:

•  Weekly reporting of network problems (recurrent / atypical incident) having an adverse impact on services and customer experience
• Track and escalate all incident records exceeding agreed SLA
• Ensure all reports in EHD are published in a timely manner with accurate information

 4. Database Management:

•  Maintain all databases with latest accurate information available

 5. Contribute to identify process update requirements and update process document

 6. Perform Audit and Reconciliation of incident records and system events / alerts

 7. Evaluate monthly change plans as well as ad-hoc change requests to allocate change window to requesting team

Preferred qualifications and Experience:

• Professional experience of minimum 3 years
• Degree in Telecommunication/Electronics & Communications
• Good knowledge of IP networking (intermediate to expert level)
• Telecommunications network topology, protocols, at ease with CLI and GUIs

Preferred skills and aptitudes

• Excellent numerical and analytical skills
• Innovative & well aware of latest technologies/services
• Expert user of MS Office
• Ability to work long/irregular working hours
• Team oriented
• Ability to assign priority
• Cost conscious and have an eye for detail. Quality oriented with a strong bias for continuous improvement
• Efficient time management and excellent organizing skills

‘By submitting your personal data to Emtel Ltd, you acknowledge having read and  consented to Emtel’s Recruitment Privacy Notice (https://www.emtel.com/recruitment-privacy-notice) which is subject to Emtel’s Privacy Policy (https://www.emtel.com/privacy-policy).

Emtel Ltd deserves the right to call only the shortlisted candidates for interview.

Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.