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Purpose
The SME (Transmission), sitting at HQ Nairobi is part of central MSIP OA organisation is the main interface for technical guidance and support as well as driver for technical problem resolution in the Ericsson MS opco-s.This position also interfaces with Airtel’s central organisation for alignment on technical requirements.
The SME (Transmission) is additionally managing escalations in the region, and, when incidents are escalated by local Opco to central teams will form the main Customer facing interface for management communication.
Responsibilities
The SME (Transmission) is responsible, but not limited to:
- Providing technical support to all Ericsson MS opco-s
- Drive long duration emergency events
- Analyse major incidences in the network and create plan to eradicate those
- Sharing best practices across all opco-s
- Technical review of GSC functions
- Technical review with Airtel’s Central organisation and align
- Ensure good RCA is in place and overall quality of CSR Answers raised to Customer Support
- Problem management
- New feature/node implementation coordination
- On-site support in critical cases
- Significantly contribute in governance meetings
- Customer Satisfaction Index is at stretch level
Authorities
The SME (Transmission) shall have the Authority to deliver the above responsibilities as represented by his or her position within the operations organization. The exact Authorities shall be defined in the individual
assignment level.
Reports To:
Head of Operation Assurance, MSIP Airtel Africa.
Interfaces
Airtel Central Organisation (and other customer delivery representatives)
MS-COO Africa
Head of Operation Assurance
Regional MS-COO and OA Heads
Managed Capacity and Project teams
GNOC, GPOC and other Global Remote Delivery units
Customer Support organisation
Global Support (Tier 2 > PLM/PDU/Design)
Network Security Organisations, both in Airtel and Ericsson
Process Manager
Requirements
Required Education and Experience
- University degree in Electrical/Electronic Engineering, Telecommunication or equivalent experience in a related discipline
- Having at least 5 years’ experience on network operations, planning or engineering experience will be of additional benefit
- At least 3 years of experience from Customer Services within the Telecom industry
- Demonstrated ability to deliver results successfully under short time pressures and resource availability
- Good knowledge of MSTOP, processes and governance
- Good presentation skills
- Strong Customer negotiation skills and ability to influence outcome
Technical Skills
- At least 5-6 years’ experience, with in-depth troubleshooting skills on Transmission systems (Ericsson & multi-vendor)
- Ability to independently deal with complicated technical issues and problems
- In-depth SW and HW troubleshooting skills on the CPP nodes, namely RNC, RBS and RXI
- In-depth SW and HW troubleshooting skills on the RAN nodes, namely RBs, AXE BSC
- Transmission product knowledge is beneficial
- In-depth SW and HW troubleshooting skills on WRAN technology
- Ability to trace and modify software to localize the faults
- In-depth understanding of the STS functionality of the RAN nodes and ability to troubleshoot performance related issues across various nodes
- Experience in Installation, Implementation, Commissioning and Testing of Ericsson BSC and RBS and highly developed HW and SW troubleshooting skills on Ericsson GRAN nodes is beneficial
- Knowledge on various technologies supported by Ericsson. (E.g. UMTS, GPRS, EDGE, WCDMA, GSM etc)