Incident Administrator | Madagascar

Position: Location:
Incident Administrator Madagascar
Industry: Job ID:
Telecom IncidMAG89

Key Responsibilities:

Only candidates authorized to work in Madagascar will be considered.

Function ; Network Operating Centre

•Ensure day to day TT reconciliation with tenant and MP is done as per company’s process and procedures
•Adhere to the company’s TT processes and policy in incident handling
•Taking ownership of TT management by cross checking TT information and propose the rectification if needed
•Capture exclusion sites, verify and escalate to the tenant/ MP
•Prepare CIR (Critical Incident Report / Major failure) review, validate and share to the tenant
•Escalation of CIR to Incident & problem managers as required
•Prepare and share TT reconciliation dashboard
•Support the timely processing and production of all Network Operations information
•Undertake project work where necessary
•Attend departmental and external meetings when required

Key Result Areas

•Ensure timely reconciliation is done between all tenants and maintenance partners – 60%
Perform day to day reconciliation and validation of the RCA.
Support Network Operations Department
Keeping work logs up to date
Cleansing and transferring data between operational systems

•Provide administrative  support services for Network Operations Team – 20%
Deal with all administration tasks as required / instructed
Deliver a High level of accuracy for all data entry functions
Communicates in controlled & structured manner (verbally & written)
Provide coaching to the NOC operators when needed
Ensure all NOC supervisors & management are consulted and informed regularly

•Provide handling, escalation and closure of reporting issues- 20%
Reporting on data faults identified
Escalation when uncertain on task or issue

•The company and Maintenance partner Reconciliation (NON OOS)
Handling all Non Oos Reconciliation between the company and RNOC and also between the company and Customers.
This involves addressing to RNOC problems addressed by Customers as well as following up all Problems Till they are fixed permanently.

•The company, MP and Customer reconciliation (OOS)
Handling outages reconciliation between the company and RNOC as well as the company and Customers so as we can have a common term with both sides. On MPs, this also involves determining with facts on whether MP gets Exclusion or not.
This is done with co-operating with the field team on some issues that need there information and justification.

•Maintenance partner Exclusions
Aligning with strong facts all outages that we deserve Exclusion from Customers due to several reasons, it can be natural disaster or any other issue that could not be handled by the time. This is very critical as it serves the company revenue from number of penalties.

•Organising Meetings
Organising meeting with customers so as to fix network issues and to align the working processes. This is very important as organisations face changes in structure of the management team and meetings support the both sides to be aligned.

•Supporting CNOC
Assist handling of all critical issues that seems to be beyond Shift supervisor capability happening at the NOC during monitoring and escalation process.

•Re-arranging data needed determining Network performance and it is also highly used by Business Intelligence team
It is Incident Administrator’s role to brainstorm and considering all technical facts and procedures to make sure all upper team gets the clear Reconciled data that will determining network performance.

•Supporting RNOC representatives
Support RNOC Champions whenever they face any issue that destruct daily tasks in their working process.

Required Qualifications:

•Education requirements – Diploma/Degree in electrical engineering/ IT
•Detail & process focussed
•Excellent computer literacy skills
•Previous experience in NOC or reconciliation related duties
•Have a proven ability to ensure priorities are adhered to
•Ability to manage deadlines & shifting priorities
•Excellent attention to detail
•Fluent French and Good English
•The ability to work with teams across the organisation
•A proven ability to continually learn from past experience and use the experience to improve processes
•Good organisational and general office based skills

Please send your CV in English using  the link below;

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