Front Office Manager


Qualiserve Group - The organization started its operational activities as Qualiserve Technologies Ltd in the year 2005 to provide ICT solutions. Since then, Qualiserve has earned a reputation of helping its clients to attain improved performance in the provision of quality services in IT and other areas such as Telecom Infrastructure and Man-power Outsourcing. This we have achieved through a diverse pool of professionals, leveraging on the best practices, innovations and a strong backing from our financial partners to deliver world class services.

Qualiserve Group is recruiting to fill the position of:


Job Title: Front Office Manager
Location: Lagos
Responsibilities

  • Design and evaluate quarterly PBC (Personal Business Commitment) with team member
  • Attend daily NOC operation meeting
  • Attend Weekly OPS meeting
  • Ensure FO team get the newest fault category and fault grading
  • Ensure 7*24 monitoring all network service, such as traffic, signaling, circuits, and availability KPI, etc
  • Ensure FO team to escalate all the network problem according to SLA, including availability KPI
  • Ensure all TT are followed and updated according to SLA
  • Audit troubleshooting analyze report and preventive guidance, and train FO engineer how to do trouble shooting
  • Arrange FO team to cooperate with BTS acceptance and ensure quality, such as TCH availability, etc
  • Arrange FO team to check hardware and software version, data configuration
  • Ensure all the site access are under FO control and have reference number
  • Ensure FO team to supervise network service status during site access
  • Ensure all network problem caused by site access are properly followed
  • Ensure a good and reasonable shift plan, especially during holidays and festival
  • Ensure shift plan implementation quality
  • Ensure the quality of shift handover
  • Follow the critical network issues and update to NOC manager, and Irancell managers
  • Make FO preventative maintenance plan and ensure implementation quality
  • Ensure issues found by preventative maintenance are properly escalated
  • Ensure FO team to do Data collection, Network performance collection and 7*24 monitoring
  • Audit CR and arrange FO team to supervise the service during CR implementation, and verify the service status after CR finished
  • Ensure all the CR are properly recorded and followed
  • Other meetings if needed
  • Request advanced product training
  • FO daily, weekly, monthly report design and quality improvement
  • FO handover report design and quality improvement
  • Create and perfect work flow
  • Ensure all TT are created within SLA
  • Ensure FO team get the newest topology and network information
  • Ensure FO team to supervise and follow up all network equipment integration, ATP with project department

Educational Background

  • Bachelor Degree in Engineering (Electrical & Electronics) / Bachelor Degree in Telecommunications / Bachelor Degree in Computer Science

Work Experience:

  • Detail knowledge in GSM, 3G and IP
  • Network service / performance focused
  • Good knowledge about network operation processes and interfaces
  • Good knowledge of network implementation / integration processes
  • 5 to 6 years of relevant working experience
  • Detail knowledge in Transmission : Microwave, Optical, Leased Lines
  • Knowledge in Network Management Systems and TMN Architecture (OSS, LAN, WAN, TCP/IP)
  • Good knowledge of network topology, traffic handling capabilities and traffic characteristics
  • Good knowledge of network performance / configuration parameters and their interpretation and use

Professional Knowledge/ Key Skill:

  • Performance management
  • Communication skills at CxO level
  • Time management
  • Fault management
  • Good analytical and investigation technique
  • Excellent team player
  • Decision Making Skills
  • Customer Expectation Management
  • Excellent team player
  • High level leadership skills(be able to manage a team of 70+)
  • Excellent reporting and planning skills

Other Requirement:

  • Ability to work off hours depending on Network outages and customer requests
  • 24x7 availability to support after office hours, and be able to relocate with in the country
  • Very good communication skill, Oral and write


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