New
Service Management Center Engineer / 6 days, 14 hours ago
16 Street Sinkor, Monrovia, Liberia, Not specified
Salary: Negotiable
Application ends:
March 10, 2026
Overview & Description:
To ensure effective End-to-End (E2E) Service Level Management and Quality of Service (QoS) assurance across consumer and enterprise services, supporting service performance, operational excellence, and customer satisfaction.
Responsibilities:
The incumbent will support the management and continuous improvement of End-to-End Service Quality within the Technology Department.
Specifically, the role will: More specifically, the role will include:
- Monitor and ensure the quality of key consumer and enterprise services, contributing to the successful introduction of new services.
- Manage and analyze E2E QoS performance for Value Added Services (Voice, Data, OM, MyO, Zebra, and supporting services).
- Produce weekly and monthly dashboards reflecting service-oriented KPIs, including customer complaints, changes, and network/IT interventions.
- Track and report on customer satisfaction indicators and service quality performance.
- Support the integration of new or evolving services from an operational perspective (operability requirements, SOP documentation).
- Develop and follow up on action plans aimed at QoS improvement (quality loop process).
- Analyze KPIs, customer complaints, major incidents, and survey results to identify root causes and recommend corrective actions.
- Participate in incident and problem analysis sessions to support service restoration and prevention initiatives.
- Contribute to service improvement initiatives and monitor progress on problem resolution plans.
Requirements:
Education:
- Bachelor of Science Degree in Telecommunication or Information Technology is required, with at least one (1) year of experience in a similar position
- Minimum five (5) years of experience in telecommunication or Information Technology Domain.
Experience:
- Proven track record and understanding of Telecom Network and IT Architecture
- Knowledge of Service Management principles and practices.
- Familiarity with network, IT systems, and service security concepts.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access).
Additional Information:
- Strong analytical and problem-solving skills.
- Ability to interpret service performance data and KPIs. • Good written and verbal communication skills.
- Strong organizational and time management abilities.
- Ability to work effectively under pressure in a dynamic environment.
- Team-oriented with strong collaboration skills. • Flexibility to work varied hours as business needs require.
How to Apply:
Please submit via email your letter of application, along with your recent curriculum vitae, as well as copies of your academic credentials to [email protected]
Please note the following:
- Only short-listed candidates will be contacted
- Female applicants are highly encouraged to apply.
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