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Job Title: ISP Business Support Manager
Reporting to Manager ISP& Business Support
From the moment you join, you will be required to find new and effective ways to enhance the technical department, committed to getting things done right first time, and make a difference to the future success of the organization. It’s about evolution, commitment, and working for the business.
The successful candidate will demonstrate:
Ability to lead, communicate and make quick and precise decisions in a fast paced business environment.
Understanding of the telecom and ISP business value chain which creates and delivers shareholder value based on Uganda Telecom’s core competence.
Excellent communications skills to deal with people at all levels and backgrounds.
Personal commitment to meet or exceed all targets and objectives
Ability to understand the needs of customers and employees and to apply best practice people management techniques to ensure a motivated and productive workforce.
Ability to present compelling business cases for ISP capital investment.
Ability to set ISP Business Support expectations and take action to meet these expectations.
Ability to work with teams and lead teams to achieve ISP business objectives.
professional integrity
Applicants must have
A Degree in Telecommunications or Electrical Engineering, computer and automatism technology or any related fields.
5 years management of team with technical and business function in a telecommunications company or Company with Global presence
Proven track of both business and technical leadership in a telecommunications company or its equivalent
Duties and Responsibilities:
Lead a team of ISP business support analysts to ensure continuous ISP and business support within a 24 x 7 x 365 network operation designed to provide service assurance of all customers and networks of the company.
The focal point of contact between Accounts Relationship Managers and ISP business support for any ISP incidents and tasks including network and systems related queries.
Enforce clear operational and functional guidelines for ISP business support to effectively address customer challenges.
Create team’s OPEX budget with itemized limits and ensures its optimum and efficient utilization.
Develop, document, and implement policies and procedures for routine tasks and network elements to maximize the quality of ISP implementations guided by KPI and department objectives.
Ensure the supervision and availability of the departmental assets for provision of ISP services as required.
Identify areas for improvement within and outside of ISP environment and make recommendations towards improvements/expansion of such environment and infrastructure
Ensures continuous availability of reports and metrics for trending ISP performance including trouble ticket system and recommends enhancements to the system for better coordination and communication.
Ensures proper coordination of all tasks related to ISP with timely and appropriate communication across the value chain of service delivery.
Assist in managing the First Level ISP services delivery team, who troubleshoot and isolate network problems and coordinate problem resolution with various sections in technical and commercial departments.
Periodically review and ensure agreed SLAs are met by ISP in relation to service delivery
Produces daily, weekly monthly and annual reports pertaining to ISP service delivery performance and strategic recommendations for improvement.
Prepare and submit business plans and analytical data to ensure effective coordination and management of the major accounts within the agreed timelines.
Develop and implement a Succession plan for the ISP business support section
Applications from suitably qualified candidates should be submitted to:
The Chief Human Resources & Administration Officer
Uganda Telecom
2nd Floor Rwenzori Courts
P.O Box 7171
Kampala.
Or email recruitment@utl.co.ug
Closing Date: 20th September 2011 at 17.00hrs. Only short listed candidates will be contacted.
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