Service Delivery Specialist at eStream Networks

eStream NetworksLagos, Nigeria Design, Graphics and Media

Full Time

e.Stream Networks Limited uses the latest communications technology to ensure that effective communication in business is achieved from a broad range of end-end efficient and reliable IP based (data and voice communications) services. We take pride in going an extra mile for our customers by providing you a unique service by integrating different communications technologies: VSAT, RADIO, FIBER, IP/MPLS or a HYBRID. We understand what it is to sustain a successful business and take pride in the excellent delivery and quality of our services, as we help you interface with your clients locally and internationally at your convenience, access office applications, stress-free uploads and downloads, all at a very flexible cost. No matter where your business is in Nigeria, our Network can deliver a viable, dedicated and asymmetric configuration of various data rates regardless of the business size.

Job purpose:

Responsible for managing all field deployment activities and resources as related to Complete Service Delivery for all Enterprise Solutions while ensuring standards and meeting Customer Requirement is of highest priority by eStream guidelines.
This role is also responsible for ensuring that service delivery is done at a minimal cost and Nursery Management.

Duties and responsibilities

Strategic Insight and Integration

Resource planning and Coordination of all field activities by the engineers as it relates to service delivery for all Enterprise Solutions.
Resource planning and Coordination of all Outsourced related installations and service delivery.
Proper documentation of all Delivered Services and scoping sessions for all delivered services to the SMC team.
Support and provide insights into capacity planning such as POP Base Radio; Backhaul Radio and Bandwidth at each POP
Understanding of the solution design and customer requirements.

Technical / Analysis and Problem Solving

Coordinate site surveys, and paths surveys and provide engineering reports
Provide Installation materials for all engineers by filling out the requisition forms based on service solution designs.
Support DCN designs and provide HLD/LLD designs for all microwave links
Ensure project execution is in control and within budget.
Plan and coordinate installation activities on all OEM products according to standard procedures and agreed timescales and ensure Acceptance Test Procedures (ATP) are fully carried out.
Support in supervising subcontractors during the installation and testing of any Microwave Links.
Coordinate quality checks on all installations to ensure they conform to eStream installation best practice procedures
Ensure that all activities are in strict adherence to standard safety and health procedures.
Periodic site visits for Quality assurance check.
Provide guidance and assistance to all FSEs concerning Survey and Installation for all Enterprise Solutions.
Ensure that all customer access equipment has been tested before FSE embarking on any deployment assignment
Ensure that all deployed service passes through Nursery Management and customer requirements are met.
Ensure that all Network Access personnel are knowledgeable and proficient, across all technology platforms deployed by Enterprise SBU
Foster process improvement in service delivery and support delivery
Proactively ensure POP Team Leads, utilize the provided monitoring tools to proactively monitor customer services in their region
Ensure all Team leads, FSEs, Riggers, and contractors are equipped with the required tools and software to effectively provide superior service delivery
Identify the root cause of service delivery incidents and provide solutions and recommendations to eliminate the continual recurrence of preventable service delivery incidents.
Monitor service delivery parameters on an ongoing basis, benchmarking against defined customer SLA metrics

Support leadership in the delivery of quality service to all enterprise customers while meeting the company’s business and quality objectives.
Provide leadership in learning and development (knowledge sharing) on current and new equipment with associated monitoring systems for all Network Access Team
Lead and motivate team members, promote discretional behaviors among team members, and encourage them to deliver quality results in a speedy manner
Stay abreast of various Access technologies and associated monitoring systems while carrying the management team along.

Interpersonal, Relationship Management & Collaboration

Liaise with 3rd party vendors in service delivery
Cross-functional duties with Commercial, SMC, Product Development, and Sales teams in understanding customer requirements; solution prescribed, and how to monitor the solution.

Communication

Identify service delivery issues and submit recommendations to improve performance metrics
Generate and submit periodic project and operational reports to the Senior Manager of Network Operations Access for informed decision-making

Customer Focus

Ensure delivered services meet customer’s requirement
Provide platforms to receive customer’s feedback

Financial Management

Recommend and implement cost-saving initiatives

Requirement

Education & Work Experience

A University degree in Electrical, Telecommunications/Computer science/Engineering
3- 5 years experience in the Telecoms / ICT industry
Proven hands-on experience in the installation of various Microwave equipment.
Experience in resource planning and execution in the Telecommunications and ICT Industry
Knowledge of contracting, negotiating, and change management preferably in the Telecoms and ICT industry will also be an advantage

Certifications