Vodafone Ghana Recruitment (July 2019)

To execute the Incident Management process, providing more purposeful Incident coordination and communication to enable restoration of agreed service SLA to HVC Customers.

Job Description

Job Title: Enterprise Service Incident Manager

Key Accountabilities

• Progress and co-ordinate Critical/Major/Minor incidents minimizing the impact on both Internal & External Customers of all supported systems and services in line with the Incident Management process & procedures in accordance with global and local requirement.
• Ensuring all incidents have accurate impact statements, prioritized with an appropriate severity rating, and communicated to all customers, in accordance with Incident Management process and procedures.
• Ensure all incidents are escalated to the appropriate team in accordance with Incident Management process and procedures
• Ability to work and interact with other teams, operations staff, Service Delivery staff, Enterprise and Management and also lead and drive recovery activities during service-related outage events
• Ensure that both Tier 1 and 2 levels of troubleshooting are supported such that all escalations are contained. This requires interfacing both Tier 1 and 2.
• Ensure that all works are carried out in compliance with Vodafone
• Own the entire process of service troubleshooting, restoration and Preventive Maintenance of HVC, MSAN and IP/MPLS networks

Key Competencies

• BSc/HND in Telecommunication, Electrical Electronics Engineering or its equivalent
• 3 – 5 years Telecoms or IT Industry experience
• An in-depth understanding of IP/MPLS architecture and configuration
• Have worked within a pressurized environment and experience in analyzing risks and making recommendations to senior management.
• Have experience of facilitating technical discussions with either customer and/or suppliers to solve service problems and ability to effectively use MS Office products including Word / Excel/ PowerPoint / Outlook.
• Knowledge of engineering and quality standards
• Strong background in IP skills/CCNA preferred
• In-depth knowledge on GPON/FTTX/MSAN /LAN/WAN and IP/MPLS Technology