Please note that MainOne does not accept unsolicited resumes from recruitment agencies.
In the absence of a signed service agreement, MainOne will not consider or agree to any payment,
referral fee or such other compensation to a recruitment agency. In the event of the submission of an
unsolicited resume or referral from a recruitment agency without a signed service agreement,
MainOne reserves the right to pursue and hire any such candidates without any obligation (financial or otherwise)
to such recruitment agency.
In addition, MainOne does not support or approve hiring practices that obligate a candidate to pay a
portion of his/her remuneration to a recruitment agency as compensation for a referral to MainOne.
I hereby declare that the information I will provide on my job application and supporting documents is
correct and can be relied on. If it is subsequently discovered that any statement or information is false,
misleading or copied from another source (in the case of assessments), my application may be disqualified.
Manages all L2 escalations that relate to customers and the network
Oversees the workflows of L2 support team which comprises of L2 IP engineers and L2 TX engineers
From time-to-time, recommends changes to customers solutions and network designs with the aim of reducing operational cost, improving CX and creating more value for the business
Ensures that physical inventory levels are tracked and restocked as required
Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
Manage L2 Escalations & Prioritization, in terms of handling, in accordance with the approved OLAs for service segmentation e.g. High Capacity, High Profiled, Prime, Platinum, Gold, Silver and Mercury.
Drive and Manage upward technical interactions (L3 Support, Network Planning & OEMs) in a timely manner and in ways that ensure that network and customers interests are protected
Lead and Manage Low level planning (i.e. upgrade, downgrade, service performance improvement etc.) of network and services in operations with the aim of improving performance and reducing Operation, Administration & Maintenance (OAM) cost.
Ensures that approved OLAs/SLAs are met by way of seeking refined and more cost-efficient ways for the L2 Support Team to achieve their daily business objectives.
Builds the knowledge base of the team such that engineers within the L2 Technical support team can handle supports across TX and IP domains.
Provides and creates management visibility for escalations and/or CX issues that are repeated, prolonged or with technical ambiguities with the aim of protecting both the customers and the business interests across the spectrum of Cost, Quality and Timeliness.
Effectively manage stakeholders (i.e. L1 team, L3, CX team, etc.) across the business with the aim of creating an ironclad force behind escalations resolution in a swift manner.
Qualifications, Skills & Competencies
HND/Bachelor’s degree in Computer Science, Telecommunications, Engineering or related field
5+ years of demonstrated experience as Technical Support Manager in a Telecommunications and/or Digital Communication Industry
Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally
Strong interpersonal skills
Strong leadership skills
Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity
Fundamental understanding of engineering methodologies, values, and processes.
Strong analytical and data manipulation skills
Strong knowledge of IP and Transport network protocols
Good understanding of technological trends and their applications within Africa.