Performance Analysis Manager (Enterprise Business) at Airtel Nigeria

Interface customers on regular basisMonitor Enterprise network performance 24x7 of each customer.  Circulate the performance reports daily to each customer and all internal stake-holders.The performance report should include at least service up time, usage, throughput, outages, Quality KPIs, etc.Ensure that the customer service KPIs are delivered as agreedGenerate downtime reports to be used for customer refund/compensation based on agreed contractAny service degradation should be immediately escalated to right people for resolution. Also share it with the customer with severity.Lead and get fully involved in the resolution process in case of service degradation.Generate spares requirements, initiate actions for procurement of spares and do the  management of sparesStudy the RCA and implement the recommendations given in the RCA to avoid repeat failure in future.Coordinating technical support from OEMs (i.e. Huawei, Ericsson, Aviat, Cedarview, etc.)Creating and developing the database of the performance logs. Analyzing the logs and generating SLA reports.Request & analyze regular reports from Enterprise Help Desk Team Lead on quality/productivity & query/request typesBachelor of Engineering DegreeSound knowledge of enterprise network architecture and technologies, service assurance,   customer complaint handling and resolving.Database maintenance, Analytical and Presentation skills

Minimum 8 years in the similar field.  Customer service experience will be an added advantage