➢ Manage the Corporate and SME Operations managers and follow up on the day-to-day connection requests as well as client installation schedules. ➢ Manage a team of Implementation Engineers who are responsible for installing client Microwave, Satellite, and Fiber links. ➢ Preparing the Monthly ISP Operations network report. ➢ Attending Company weekly operations meetings with the different departmental Heads and providing solutions to different issues affecting the company operations. ➢ Attend service review meetings with clients about the network performance against the S.L.A. ➢ Prepare ISP Operations Strategy quarterly report and attend company strategy quarterly meetings and come up with effective Operation strategies to move the company forward.➢ Manage new client survey reports and check on the transmission status for the client request. ➢ Level three escalation for client outages of Internet, Leased Line, and APN on both local and international links. ➢ Work as a go between the ISP team and the Projects and implementation, IP Core, and Commercial teams. ➢ Attend Pre-sales meetings with clients with Account Relationship Managers to understand the client's request and provide a technical network solution. ➢ Ensure timely execution of special projects/ up-gradation assignments. ➢ Sign, approve, and track ISP petty cash requests. ➢ Provide remote technical support to the implementation and field support engineers.➢ Make ISP Operations budget and present it to the C.T.O. for approval. ➢ Check on the fiber route designs submitted by the contractors for approval. ➢ Manage a team of regional network support engineers and technical support engineers. ➢ Write bid technical bids, survey reports, and installation report documents.➢ Implement strategies for day to day running of the equipment.

Manage and oversee all activities for the ISP section from service provision to service maintenance.Approve technical designs for corporate clients that run services including Business Internet, APN over 3G and E1-PBX.Level two escalation for the faults on the Internet/Voice Backbone traffic links to the international lines.Attending service review meeting with clients, action points followed up and executed immediately Preparing Technical bid documents to suit the client needs.On-call support for corporate customers.Managing new service implementation from star to finish.Implementing new technical designs, solutions and testing new equipment on the network

• Carrying out Line of Site (LOS) surveys for Ceragon/Microwave links.• Carrying out WIMAX surveys to the nearest WIMAX Base Station. • Preparing technical design, High level design, Low level design and survey reports for the solutions implemented at corporate clients’ premises.• Rising work orders for installation of corporate clients services on the network. • Monitoring and supervising installation of both Microwave and WIMAX Outdoor CPEs.• Troubleshooting and Resolving Business Internet Client complaints in time to meet the Service Level Agreement.• Closing in time all the tickets escalated to the ISP department. • Carrying out E1 terminations on the DDF both at the MSC and Serving site.• Troubleshooting fiber clients

 Carrying out Line of Site (LOS) surveys for Ceragon/Microwave links. Carrying out WIMAX surveys to the nearest WIMAX Base Station.  Preparing technical design, High level design, Low level design and survey reports for the solutions implemented at corporate clients’ premises. Rising work orders for installation of corporate clients services on the network.  Monitoring and supervising installation of both Microwave and WIMAX Outdoor CPEs. Troubleshooting and Resolving Business Internet Client complaints in time to meet the Service Level Agreement. Closing in time all the tickets escalated to the ISP department.  Carrying out E1 terminations on the DDF both at the MSC and Serving site.

reponsible• Deal with and manage complex customer complaints analysis(Level 2 of the SMC-RT team).• Generate and implement Quality of Service QoS tool strategy. Recommend necessary tools for the monitoring of the quality of service. Facilitate and manage trials and advise on improvements on the necessary monitoring tools. • Handling every service alarm detected by the service monitoring system (trouble ticketing) and implementing corrective actions provided that it has been previously delegated by the TMCs (trouble shooting). • Coordinating the diagnosis, investigation and trouble resolution, involving concerned TMCs when required. • Informing in real time all entities in contact with the customers (Management Board, Sales, Customer Support Centres, help-desks …) in terms of engaged actions, service impact level, and expected repair time.• Handling and acknowledging trouble tickets sent by the Customer Care Centres.• Qualifying troubles affecting the service to give a first diagnosis and escalating to the TMCs concerned with the resolution.• Handle business clients ( monitoring leased lines links, Ceragon Microwave links and fiber)

* Offering support and troubleshooting Internet everywhere issues as well as Mobile services’ issues like failed calls and SMS and following up until resolution is achieved.* Troubleshooting billing and value added services complaints at second point of contact and following up until resolution is achieved.* Troubleshooting service interruptions on 3G modems, 3G Wi-Fi routers,

* Designing the interface and developing the system.* Collecting information needed for the system.* Uploading the information.* Updating the system and maintenance.

* Providing product knowledge about orange products and services.* Resolving customer queries and update customers on products and services * Educating Orange Uganda Limited clients about new products and services.* Promote and maintain a high quality, professional, service oriented company’s image among users