Manager - Home Quality Assurance.Fixed Broadband
Reports To: Senior Manager - Business Development
Division: Fixed Broadband
Mission:
Responsible for providing technical support and quality assurance for FTTx broadband consumers that guarantees user experience, uplifts ARPU (average revenue per user) and averts churn. Leverage BI/performance insights for product innovation and value monetization.
Description:
Develop an efficient, agile, and real-time home network quality assurance (HNQA) operation that assures service quality, enables FTTx product differentiation, value monetization of complementary services, and marketing agility.
Responsible for the comprehensive management of the HNQA-Operation for FTTx-Business in line with strategic intent and objectives.
Ensure the reliability and usability of the FTTx home broadband service for the delivery of curated quad-play offerings, regardless of the type of user application.
Manage ONT service provisioning, home network support, installation of CPEs – e.g. Wi-Fi access points (APs), CCTVs, STBs, and smart home solutions – to achieve quad-play propositions, service experience, product differentiation and revenue growth.
Manage and resolve within SLA all home-network-quality issues and trouble-tickets for FTTx-broadband customers.
Be the single point of contact (SPOC) for FTTx home network technical support and optimization.
Use performance data and analytics to predict user/household behaviour, service performance issues, and bandwidth growth demands. Leverage these insights for home network optimization, product innovation and value monetization.
Configure real-time monitoring and alerting scripts to proactively identify and resolve service or Wi-Fi signal issues before they become service impacting or lead to churn.
Responsible for Inventory planning & management – ensure 100% availability of CPEs and accessories for home network quality assurance (HNQA) operation.
Define and enforce home connection acceptance test in compliance with acceptance criteria and performance metrics.
Process payments for home network support partners in line with acceptance criteria, contracts and business rules.
As the HNQA process owner, be actively involved in the scoping, requirement gathering, clarification and testing of IT-Systems systems for operations excellence.
Ensure timely feedback are provided to IT on any workflow improvement and track request to timely completion.
Exhibit and sustain the right organisational culture by consistently demonstrating MTN refreshed values and leading from the front.
Define SMART KPIs for your team and manage team performance, including appraisal check-in sessions.
Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Identify training requirements of team members, develop programs to address knowledge gaps and to enrich knowledge repository within the department.
Education:
First degree in Engineering, Computer Sciences, Physics or Telecommunications.
Fluent in English
Experience:
6 - 13 years’ experience which includes:
Experience working in a medium organization and a multi-vendor network environment.
Experience, preferably in a telecommunications business environment.
A good knowledge of GPON, LAN, SD-WAN and related technologies. Deep understanding of PPPoE, DHCP, VoIP and related networking protocols.
Advance knowledge of FTTx/ODN architecture, L2VPN technologies and management of access network nodes via Network Management system (NMS).
An understanding of field service operations management, including planning, scheduling, inventory management, process efficiency and performance reporting.
A good knowledge of networking devices, data communication protocols and proactive fault discovery and quick issue resolution.
CCNP, CFOT certification or its equivalent will be an added advantage
Division: Fixed Broadband
Mission:
Responsible for providing technical support and quality assurance for FTTx broadband consumers that guarantees user experience, uplifts ARPU (average revenue per user) and averts churn. Leverage BI/performance insights for product innovation and value monetization.
Description:
Develop an efficient, agile, and real-time home network quality assurance (HNQA) operation that assures service quality, enables FTTx product differentiation, value monetization of complementary services, and marketing agility.
Responsible for the comprehensive management of the HNQA-Operation for FTTx-Business in line with strategic intent and objectives.
Ensure the reliability and usability of the FTTx home broadband service for the delivery of curated quad-play offerings, regardless of the type of user application.
Manage ONT service provisioning, home network support, installation of CPEs – e.g. Wi-Fi access points (APs), CCTVs, STBs, and smart home solutions – to achieve quad-play propositions, service experience, product differentiation and revenue growth.
Manage and resolve within SLA all home-network-quality issues and trouble-tickets for FTTx-broadband customers.
Be the single point of contact (SPOC) for FTTx home network technical support and optimization.
Use performance data and analytics to predict user/household behaviour, service performance issues, and bandwidth growth demands. Leverage these insights for home network optimization, product innovation and value monetization.
Configure real-time monitoring and alerting scripts to proactively identify and resolve service or Wi-Fi signal issues before they become service impacting or lead to churn.
Responsible for Inventory planning & management – ensure 100% availability of CPEs and accessories for home network quality assurance (HNQA) operation.
Define and enforce home connection acceptance test in compliance with acceptance criteria and performance metrics.
Process payments for home network support partners in line with acceptance criteria, contracts and business rules.
As the HNQA process owner, be actively involved in the scoping, requirement gathering, clarification and testing of IT-Systems systems for operations excellence.
Ensure timely feedback are provided to IT on any workflow improvement and track request to timely completion.
Exhibit and sustain the right organisational culture by consistently demonstrating MTN refreshed values and leading from the front.
Define SMART KPIs for your team and manage team performance, including appraisal check-in sessions.
Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Identify training requirements of team members, develop programs to address knowledge gaps and to enrich knowledge repository within the department.
Education:
First degree in Engineering, Computer Sciences, Physics or Telecommunications.
Fluent in English
Experience:
6 - 13 years’ experience which includes:
Experience working in a medium organization and a multi-vendor network environment.
Experience, preferably in a telecommunications business environment.
A good knowledge of GPON, LAN, SD-WAN and related technologies. Deep understanding of PPPoE, DHCP, VoIP and related networking protocols.
Advance knowledge of FTTx/ODN architecture, L2VPN technologies and management of access network nodes via Network Management system (NMS).
An understanding of field service operations management, including planning, scheduling, inventory management, process efficiency and performance reporting.
A good knowledge of networking devices, data communication protocols and proactive fault discovery and quick issue resolution.
CCNP, CFOT certification or its equivalent will be an added advantage
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