Jun 4, 2021
Position Purpose:
Responsible for ensuring stability of the network and optimal Customer satisfaction. Responsible for efficient implementation of projects within agreed timelines and SLA.
Experience & Qualifications:
Minimum Qualifications
ITIL Foundation (Advantageous)
Other Requirements
Must be willing to work flexible shifts and overtime
Role / Responsibilities:
KPIs
Turndowns completed within 12 hours of cancellations
Minimum of 10 turnups per month
Tracking Report /BI Tool
Ensure all solutions are documented
Resolve incidents escalated by Tier 2 and Tier 3 Engineers within customer SLA
KPIs
Update ticket every hour
Effective resolution of incidents and coaching of colleagues
Key Performance Areas: