Job Vacancy for SLA Management Officer at MainOne Cable

 MainOne's success is built on having talented and highly proficient people within their respective fields as the driving force behind our businessA job in MainOne is different from any other you have had. With joining MainOne you'll be challenged, inspired and proud as you become a part of something big.We are recruiting to fill the position below:Job Title: SLA Management OfficerLocation: NigeriaDepartment: CommercialReporting Line: Service Delivery SupervisorResponsibilitiesThe SLA Management Officer will liaise with cross functional units to ensure quality performance of all services provided to MainOne Customers. He/She will establish good relationship with all customers, report and track resolution on any issue that may affect SLA commitment to our customers. Establishing and assuring the contracted service quality.Work with operations team & vendor Management to obtain Service Improvement plan for non-performing vendors.Escalate repeat incidents for Management’s visibility.Review customer’s performance report for accuracy before sending to customers.Engage customers for convenient window for maintenance activities and feedback the operations team.Working with IP team to report customer traffic utilization trend for upsell, cross sell opportunities.Collaborating with the GNOC to identify customers who have powered down their communication devices over a period of 1 week, for escalation to Account manager’s engagement for likely churn.Continually be in the face of the customers via phone calls, emails and visit a means of retaining customers.Advise operations team on terminated services for equipment retrieval and removal of such circuits from monitoring tools to free up licenses for future use.Work with all stakeholders to ensure maximum customer satisfaction at all times.Advise technical on areas of low performance and request improvement plan.Reconciliation of availability reports and service performance with customers.Liaising with Finance for processing customers compensation in case of SLA breaches.Supporting GNOC by providing customers escalation matrix.Working with operations to ensure newly connected customers are included on the Network Monitoring tools such as inter-mapper, IV portal e.t.cAssist in managing customers in case of POP outages and prolong service outage.Engaging customers for service review meetings.Supervision:     To work directly under the supervision of the Service Delivery Supervisor. 

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