ROC Manager at Liyema Consulting

Responsible for reporting and metrics to senior management and partner effectiveness:

• Work directly with staff and FTTH partners to resolve major incidents, outages and ongoing problems that impacted SLAs
• Develop metric reporting process to identify accurate patterns within systematic flow of information generated by major incidents
• Established cross-functional collaboration teams
• Provide real-time information related to connectivity among contact centres and other critical business unit areas involved in day-to-day operations
• Monitor our partner capacity and processes to identify and resolve failures and performance issues that may impact service delivery
• Manage all tier 1 relationships
• Solid understanding of fibre networks – FTTX
• GPON/Active ethernet knowledge
• Networking experience - up to layer 3
• Call centre - people, process and technology

Qualifications required:

• Ndip/B-Tech/BBA
• Valid driver’s licence