Operations Engineer – Tier 3

Position Purpose:

  • Responsible for ensuring stability of the network and optimal Customer satisfaction.

Key stakeholder Relationship:

Internal

  • All Internal Departments

 

External

  • Customers,
  • Service Providers
  • Vendors, Suppliers

 

Experience & Qualifications:

  • Minimum of a CCNP qualification
  • ITIL Foundation

 

Minimum Experience

  • 3-4 years’ experience in a Cisco environment

Other Requirements

  • Must be willing to work weekends shifts on a monthly basis
  • Must be willing to work flexible shifts and overtime

Job Grade

  • C4

Key Performance Areas & Indicators:

TURNUPS AND TURNDOWNS

Tasks

  • Ensure efficient processing of turnups and turndowns

KPI’s 

  • Turnups completed within 12 hours of receipt
  • Turndowns completed within 12 hours of cancellations
  • Minimum of 10 turnups per month

 

Tracking Report /BI Tool

  • Remedy reports

 

 

ROOT CAUSE ANALYSIS

Tasks

  • Diagnose the problem, identify the root cause and resolve the issue as quickly as possible
  • Ensure all solutions are documented
  • Resolve incidents escalated by Tier 2 Engineers within customer SLA.

KPI’s 

  • Acknowledge assigned ticket within 15 minutes
  • Update ticket every hour
  • Ops Group updated via email
  • Effective resolution of incidents and coaching of colleagues

Tracking Report /BI Tool

  • Tickets
  • Emails
  • Feedback from colleagues

CUSTOMER COMMUNICATION

Tasks

  • Deal with Customers, either telephonically, Skype or via email, in a courteous, efficient and prompt manner
  • All emails to be written in appropriate business language
  • Ensure “active” listening at all times when dealing with Customers
  • Assist Sales in technical meetings either during site visits or on conference calls

KPI’s 

  • Positive feedback from Customers
  • Emails attended to before end of shift
  • Phones answered within 3 rings
  • Professional company image
  • Accurate, clear understanding of the issue
  • Professional image of the company
  • Provide accurate information

Tracking Report /BI Tool

  • Customer feedback
  • Skype notes
  • Emails
  • Monitoring by Operations Manager
  • Feedback from Account Managers

INCIDENT HANDLING

Tasks

  • Adhere to Standard Operating Procedures
  • Follow up on all assigned tickets and ensure Customers are updated hourly
  • Escalate outstanding incidents to suppliers or senior engineers for resolution
  • Adhere to daily standards regarding the closing of tickets

KPI’s 

  • Ensure compliance with ISO standards
  • Timely and accurate feedback
  • Incidents to be resolved with the relevant SLA
  • Minimum of 90% tickets closed daily

Tracking Report /BI Tool

  • Annual ISO Audit
  • Tickets, emails
  • Remedy
  • Tickets

TEAMWORK

Tasks

  • Work with colleagues to achieve overall team goals
  • Highlight problems and work with team to find solutions
  • Take personal ownership of problems

KPI’s

  • Demonstrate willingness to assist others
  • Suggest solutions instead of problems
  • Go the extra mile for the Customer

Tracking Report /BI Tool

  • Feedback from Manager & colleagues

 

 

 

Competencies

Knowledge

  • Thorough knowledge of networks in the telecommunications industry
  • Knowledge of customer service principles

Skills

  • Written and verbal communication skills
  • Practical understanding of network design
  • Coaching and knowledge sharing skills

Behavioral

  • Customer Responsiveness
  • Teamwork
  • Results driven
  • Problem solving skills
  • Attention to detail
  • Stress tolerance
  • Resilience
  • Iniatitive

 

 

Key Performance Areas:

 

  • Turnups and Turndowns – 30%
  • Root Cause Analysis – 20%
  • Customer Communication – 20%
  • Incident Handling – 20%
  • Teamwork – 10%
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