-Manage life cycle of GB IT Services to ensures excellent Service delivery to customers-Managing GB Customer expectations-Manage GB Business objecives-Identifying and evaluating the consequences of risks.-Enhance communication effectiveness by examining customer feedback and measuring customer satisfaction/awareness.

-Overseeing Galaxy Backbone helpdesk/Contact center daily operations/activities.-Resolution of customer incident and requests on first call-Further escalation of unresolved customer incidents/requests-Follow up on unresolved/escalated incident/requests to resolution end.-Coordination/training of contact centre/service desk agents-providing feedback and seamless communications with Galaxy backbone customers via a single point of contact with multichannel technology .-Review and evaluation of customer services change (change management)-Regular updating of Galaxybackbone database.-Incident management through out its life cycle-Ensure total adherence to ordinary as well as service level agreements between Galaxy backbone customers (both internal and external)-Provision of regular compliance reporting for management decision making

Responding to Galaxybackbone customer incident and requests by troubleshooting reported incidents to resolution or escalation and responding to service requests while also building Galaxybackbone customer database.

Taking NCC customer complaints and resolving them on first call. Also escalating unresolved telecommunication incidents/requests to NCC.