The Role
Provide pre-sales technical design, coordinate enterprise solution deployments, manage vendor and network operations, monitor SLAs and outages, support sales with proposals, and ensure timely project completion and billing for enterprise customers.
Summary Generated by Built In
Why Airtel Africa?
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
About the Role:
The job purpose is to provide the required pre-sales, technical, and operational support needed to ensure efficient and timely service delivery across the service value chain. It involves identifying customer needs and developing tailored solutions by leveraging the organization's products, services, and expertise to address specific business challenges, while ensuring successful project delivery through effective alignment of customer requirements with available company resources.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Prompt and effective solution delivery
- Responsible for initial Solution Design and client information gathering (including pre-installation site survey) for all Enterprise Projects.
- Coordinate with 3rd Party Vendor in order to deploy Enterprise Solutions and for Enterprise Core Network Maintenance and Support.
- Keep a project tracker for all ongoing Enterprise services implementation from Order to Completion in close coordination with Network and Provisioning
- Coordinate closely with Enterprise Support Team for trouble ticket resolutions, logging and closure.
- Coordinate with Enterprise Sales team concerning the submission of proposals to clients.
- Attend technical sales meeting along with Sales Managers in order to capture client’s request for service provisioning.
- Keep a project tracker for all ongoing Enterprise services implementation from Order to Completion in close coordination with Network and Provisioning team and publish such tracker periodically (Daily, Weekly or forthrightly) for the benefit of sales and enterprise team.
- Provide all required documentation including approval process for implementation kick-off of all Enterprise service provisioning (CRF and any other supporting documents).
- Provide the Enterprise Sales Team with the Job completion Certificate for customer concurrence and endorsement to mark the completion of service provisioning and billing commencement.
- Coordinate the billing and invoicing of Enterprise Customers based on signed Job Completion Certificates
Strong Support Structure
- Monitor all alarms and measurable parameters on the Enterprise Network Monitoring Application/Tools in order to compile a weekly/Monthly KPI report and including Bandwidth utilization.
- Drive the resolution of all Enterprise Link Outages and faults in coordination with Enterprise Operations Team with regular updates on resolution paths and action plans.
- Carry out and track spares as part of ensuring MTTR when replacement items are required at CPE as subset of outage resolution on client site 3) Service level agreement compliance
- Supervise and ensure proper quality assurance on all 3rd party installations on Enterprise Client sites.
- Coordinate the technical support activities of 3rd Party vendors both during and after Enterprise Service Implementation.
- Assist in the Resolution of all client outages and push repeat issues to problem management team for promptly fixes and compile weekly Fault resolution reports to track service reliability trend.
Service Level Agreement Compliance
- Ensure compliance with the MTTR Clause in the contractual agreement with clients through proactive monitoring of service activity on each account
- Minimize churn through effective management of customer and organizing Service review meetings at intervals.
- Ensure prompt resolution of Network related issues in order to maintain the maximum service availability. (Avoid penalty payouts /Unnecessary Revenue deduction).
- Confer with SLA performance manager and compile all outage reports for Enterprise managed accounts and make it available to Enterprise Sales Account Managers for reconciliation of such report with the customers when required.
- Assist with other documentations which might be required to keep track of (Enterprise service catalogue) - Enterprise circuits and database including technical and commercial details
Provision of Pre-Sales & Sales Support
- Provide presales design support for fixed data networks, business mobility or value-added solutions for both new and existing customers
- Support sales in positioning project management works and service management to customers when such services will facilitate progression towards or closure of Airtel Business Africa Solutions
Technical Specialization & Know-how
- Maintain a thorough understanding of the external tools that are required in conjunction with internal tools, systems and processes in order to develop quality / approved technical proposals to customers.
- Maintain a high degree of technical knowledge of products, services and solutions sets. This covers:
- Fixed data Networks (fiber, 5G, microwave, satellite) and Business Mobility solutions for enterprise and wholesale customers
- NaaS/SDWAN, Security, Data center colocation, Cloud, communication and Collaboration, IoT
- Project management
- Service management
Educational Qualifications
- Bachelors in Computer Science Engineering, Electrical Electronics with Computing Option or any other IT related courses
- Professional qualifications in Networking such as CCNA, CCNP or higher will be an added advantage.
Relevant Experience & Functional / Technical Skills
- Minimum of 8 years of relevant experience, with 3-4 years of relevant experience in Telecom Industry.
- Relevant experience in IT/telecom enterprise services networking environment will be preferred.
- Good Sales techniques overview and exposure.
- Extensive knowledge of Microsoft office suite (MS Project, Word, Excel, Visio and Power Point) will be required.
- Good knowledge of Agile or any process improvement techniques
- Relevant experience in IT/telecom enterprise services networking environment will be preferred.
- Negotiation skills
- Analytical thinking
- Project Management, Change Management
- Organization and Diligence
- Ability to engage customers at a detailed technical level
- Ability to deliver High-value solutions
Skills Required
- Bachelor's degree in Computer Science, Electrical/Electronics with Computing, or related IT field
- Minimum of 8 years relevant experience, with 3-4 years in the telecom industry
- Professional networking certifications such as CCNA or CCNP
- Extensive knowledge of Microsoft Office suite (MS Project, Word, Excel, Visio, PowerPoint)
- Experience with fixed data networks (fiber, 5G, microwave, satellite) and enterprise networking solutions
- Experience with NaaS/SD-WAN and network/security solution design
- Project management and change management experience
- Knowledge of Agile or process improvement techniques
- Experience coordinating third-party vendor deployments and service implementation
- Strong negotiation, analytical thinking, organization and diligence
- Ability to engage customers at a detailed technical level and deliver high-value solutions
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The Company
What We Do
Airtel Africa is a leading provider of telecommunications and mobile money services, operating in 14 countries across sub-Saharan Africa, offering mobile voice, data, and financial services.
