HUAWEI TECHNOLOGIES COTE D'IVOIRE SAU
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BACK OFFICE MANAGER

Description du poste

Main Responsibilities:
Over all responsible for the BO operations. Perform Second Line Maintenance support for all Core, BSS, TX, VAS, IP Network NEs and associated elements.
Ensure the trouble ticket resolution within agreed SLA.
Should focus on the MTTR for all levels of faults and produce report for the department.
Escalate the trouble ticket to third Line when L2 solve it, and do strong follow up until resolution.
Suggest Optimization activities based on performance and analysis.
To be involved/supervise all related / critical planned activities, like BSC migrations, Re-homing, Site shifting/integration, new node integration in the network or any critical fault occurs.
New software release update and implementation when they become available.
Work Plan for back office based on main goals and priorities defined by operations management.
Design and evaluate quarterly PBC (Personal Business Commitment) for BO team managers.


Key targets:
Achieve agreed SLAs and KPIs for BO.
No Man made incidents due to BO.
Timely upgrade of software/Hardware.
No Major security non- compliances by BO.
Customer/Offshore team feedback survey score above 90%.
Attrition rate below 10% for BO team.
Employ satisfaction feedback score above 90% for BO team.

Profil du poste

Qualifications/Skills
Bachelor’s / Advanced degree in Telecom or relevant fields.
8 years + experience in any Telecom specific domains with strong Technical skills.
Professional knowledge of service delivery processes.
Strong project management skills.
Excellent leadership and communication capabilities.

Dossiers de candidature

NB: Please send your CV in ENGLISH version to hwcirecruit@huawei.com and specifying in the subject the job title.
hwcirecruit@huawei.com