Performance Specialist at AirtelTigo

Company

AirtelTigo

Location

Accra, Ghana

Job Type

Full-Time

Job Category

IT/Telecom

Job Summary

The successful candidate will join as a Specialist for Performance Management in the Technology Department. You will report to the Network Performance Manager and support the transformation of enhanced network performance management within technology while driving value-centric organizational objectives. You will develop and publish performance indicators with relevant business recommendations, enforce related SLAs, and provide network assurance with technology-driven improvements.

Key Responsibilities

• Support customer-centric organization initiatives
• Support the transformation of technology towards zero downtime through proactive fault detection
• Document best practices related to customer complaint handling
• Verify and publish performance indicators with relevant business recommendations
• Develop and implement end-to-end performance measurements
• Develop relevant network dashboards by coordinating with Data Warehouse, Business Intelligence teams, and other business units
• Supervise perception measurements, track periodic customer surveys, and translate QoE/QoS metrics into technology improvements
• Own network performance management tools
• Provide network visibility across all touchpoints (Voice, Data, B2B)
• Track root cause analyses (RCAs) related to network issues and provide recommendations for continuous network improvement
• Enforce SLAs related to network issues and resolution
• Prepare management information and reports (both regular and ad hoc)

Key Performance Indicators

• Network performance indicators
• Network perception indicators
• Managed services SLA management

Qualifications & Experience Required

• Bachelor's Degree (or equivalent) in Telecommunication Engineering or Computer Science