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CSOC Operator at Vodacom Business Cameroon S.A.

Akwajobs   (Douala, Cameroon)

Posted : 21 January, 2019
Category : Engineering   Location : Douala, Cameroon
Job type : Full Time

Department: Technical Department
Band: I / Level: 6
Reports to: CSOC /NOC Team Lead

Purpose statement:

A CSOC Operator will monitor network infrastructure and services and respond to incidents, faults and difficulties; managing them through to resolution. The role will mainly involve email and telephone support to customers, partners, suppliers and staff.

Principal Accountabilities/Objectives: 

  • Serve as the primary point of contact for all customer troubles and inquiries 
  • Monitoring the network and network devices, Initiating troubleshooting and corrective actions upon receipt of network events, logs, and customer reports
  • Logging and reporting of incidents 
  • Supply status updates on Customer Services
  • Problem dispatching and follow-up, Properly escalating and communicating tickets to engineering and operations groups as required in SLA agreements
  • Performing and documenting end-user device testing
  • Monitor NOC equipment and core network/service for outages and performance issues 
  • Perform alarm verifications on all core network/service elements, diagnosing, troubleshooting and correcting network faults as reported by NMS events, logs and/or customer reports 
  • Provide feedback to team and Management to improve Best Practices and procedures
  • Perform other duties as assigned to support the continued success of self, team, department and Company

Objectives/ KPI’s Operational Functions: 

  • Reduce delays in management of customers’ issues. 
  • Provide frequent Reports on customers’ bandwidth utilization.
  • Provide frequent Reports on solutions and services available to customers.
  • Contribute to the reduction of SLA penalties for the business.

Key Skills/ Vodacom Behaviour & Vodacom Way: 

  • Customer Obsessed - We are passionate about exceeding expectations 
  • Innovation Hungry - We create and deliver new products, services and ways of working that delight our customers 
  • Ambitious & Competitive - We bring energy and passion to our work and always aim to beat the competition. 
  • One Company, Local Roots - We work across Vodafone to achieve the best outcome for customers, employees and shareholders.
  • Speed - We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business.
  • Simplicity - We make things simple for our customers, partners and colleagues.
  • Trust - We are reliable and transparent to deal with. We deliver for others and trust others to do likewise.

Role Specification (Technical / Professional Expertise) Essential: 

  • Cisco Certified or Experience in Cisco environment.
  • Bachelor’s degree or equivalent diploma in Electrical /Electronic/IT/Telecom Engineering.
  • Good understanding of RF technology.
  • Good understanding of IP network technology. 
  • Knowledge of Windows, Linux and Office is required. 
  • Flexible to working in shifts. 
  • Fluent in English and French.
  • Excellent analytical problem solving and decision-making abilities. 
  • Self-starter, positive attitude, does not shy away from taking responsibility.
  • Team player with excellent communications skills: Speaking – Listening – Reading - Writing & Non-verbal communication.
  • Honest, Competent, Forward-looking, Inspiring, Intelligent, Fair-minded, Broad-minded, Courageous, Straightforward, Imaginative.

Work Attitudes:

  • Dedicated and self-motivated able to communicate to all levels and influence change, results driven
  • Ability to cope under pressure.
  • Strong work ethic and multitasking ability.
  • Able to work unsupervised, but also able to utilize direction, supervision, criticism, and training effectively. 
  • Reliable and organized – ability to stick to deadlines.
  • Process orientated. 
  • Ability to deal with colleagues at all levels, Cross functional team player.

Application Deadline: 27 January 2019

Application to: vodacomcameroonadmin@vodacom.com