Analyst - Service Operation Centre.technology

2 weeks ago

Johannesburg, South Africa MTN Nigeria Full time

**OC Operations
- Proactively devising solutions and assisting with methods and means to timely resolve any outstanding service related issues.
- Daily monitoring and reporting of KPIs / KQI’s across all Services
- Efficient and early detection of service degradation and customer service impact.
- Special Events Assurance for Monitoring and Support. (Sporting events, concerts etc where we expect mass of people that will use our services requiring additional or special monitoring to ensure that our service is excellent).
- Close collaboration with different technical Support areas to resolve outstanding service related issues
- Ensuring that the MTTC, MTTR are being strictly adhered to
- Service lead on adhoc requests for troubleshooting subscriber exceptions and other escalated subscribers experiencing problems.
- Perform surveillance and monitoring on all CS and PS probes and proactively engaging with 2nd level support on potential failures and incidents
- Analyze Service KPI’s and KQI’s that are reported on a daily basis.
- Manage escalations between SOC/NOC and Customer Experience (Escalation in this sense does not mean to a higher level for defaulting on SLA but rather sharing information with peers for resolution. Standard NOC process)
- Monitoring and analyzing trends and ensuring service quality is not compromised
- Analyzing dashboards and reports for potential network quality problems
- Identify areas of improvements and make recommendations
- Highlight key issues and associated impact
- Pro-actively monitoring service performance, pointing to potential problems
- Perform chronic service /network and customer fault analysis.
- Obtain, monitor and validate customer access performance and service traffic statistics
- Analyze service traffic growth requirements and highlight capacity problems
- Analyze all problems reported to the Helpdesk
- Log and keep current all problems via a Problem Management System or ITSM system
- Coordinating and updating the Helpdesk Manual
- Responsible for delivering the expected QoS and SOC performance.
- Performing initial assessment of incident and resolution
- Attempting to resolve simple issues, otherwise escalate to the appropriate expert pool or NOC/NPM/Field Operation Team
- Analyze alarms and incidents reported by SOC platform, across all technologies, correlating alarms, which are due to a single failure
- Analyze impact of alarms or failures, define severity level according to a pre-defined matrix
- Raising and updating trouble tickets
- Escalating to management about critical problems and/or incidents not solved within QoS targets..

**Customer relationships**
- Upholding superior customer support service always
- Effective communication of all network failures and related issues to all stakeholders
- Collate all inputs necessary to support Business requirements
- Build and maintain solid relationships with business unit stakeholders Manage multiple client requests and ensure customer satisfaction in a demanding environment
- Contribute towards initiating change to continually improve all aspects of service delivery

Communicate effectively with customers, colleagues and management
- Education:

- Minimum 3 years degree / diploma (Technical)
- ITIL / ETOM certification
- Fluent in English

**Experience**:

- Minimum of 3 years’ experience in Data Analytics, SOC and NOC and Service Management
- GSM Technology knowledge
- Telecommunication Protocols (SIP,SS7, SIGTRAN etc.)
- IP Knowledge
- Analytical
- Good troubleshooting skills
- Experience working in a medium organization

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