WIOCC is the leading player in the deployment of carrier-scale, future-proofed network infrastructure into Africa. We have the flexibility and scale to meet the ever-growing demand for reliable, high-speed capacity throughout Africa, driven by end consumers, enterprise users and the ecosystem that supports them. Our policy of continual investment in our network to create Africa�s first, truly hyperscale network infrastructure means ongoing investment for growth, ensuring our readiness to meet the future data volume demands of end users throughout Africa.
This role will play a key role in facilitating change processes, analyzing service impacts, coordinating with both clients and suppliers, and maintaining accurate records, ensuring elevated levels of service continuity and client satisfaction. Must have experience in the telecom industry, with a solid understanding of Change Management processes and risk assessment for both internal and external network changes.
Reporting Line: Change Control Manager
Key Duties & Responsibilities
- Participate in weekly Change Advisory Board (CAB) meetings, advising and assisting in strategic decision-making
- Conduct service impact analysis for changes, manage change notifications to clients, and create/manage tickets in NetSuite
- Schedule change preparation meetings and conduct lessons learned reviews post-change to ensure continuous service improvement
- Interface with clients and suppliers for both scheduled and emergency engineering work to ensure high client satisfaction, requiring strong interpersonal and communication skills
- Actively take the lead on initiatives to enhance efficiency within the department and across the company, embracing a forward-thinking, solution-oriented mindset
- Assist with the creation of ad hoc reports as requested by the Change Manager
- Manage both internal and external change requests, coordinating closely with NOC Engineers, and remain flexible for night and weekend calls when need arises
- Identify and escalate service concerns to the Change Manager promptly. Maintain accurate records, assist in auditing and data cleansing, and prepare ad hoc reports as requested
- Create and manage change tickets on NetSuite
- Ability to prioritize and manage multiple changes in a fast-paced environment, ensuring minimal disruption to services
Minimum Qualifications
- Bachelor's degree in Engineering or IT or equivalent
- Professional certifications – CCMP, CCNA/JNCIA, ITI
Minimum Experience & Skills
- A minimum of 3 years in telecom, focusing on Change Management or similar roles, suggesting familiarity with industry-specific change management processes and workflows
- Knowledge of key telecom technologies and platforms, including Fibre, DWDM, OTN, SDH, and networking technologies like Ethernet and IP/MPLS, indicating a solid foundation in telecom infrastructure
- Expert knowledge in at least one CRM system, with a preference for experience in NetSuite. This points to familiarity with client relationship management software to enhance customer service and business operations
- Strong communications and soft skills are emphasized, particularly the ability to listen effectively, synthesize information, and communicate it concisely with clients
- Demonstrated capability in managing multiple priorities and addressing challenges in a fast-paced environment, essential for handling the dynamic demands of telecom projects
- Proficient in Excel with strong analytical abilities to handle complex data from multiple sources. Accuracy and attention to detail suggest a high standard of work quality
- Strong relationship builder with client focus, integrity, and honesty
- Decisiveness, confidence, and strategic thinking, with excellent change analysis skills for navigating complex situations and making sound decisions
- Excellent communicator in English with a natural ability for engaging with people and a willingness to handle a flexible schedule, including nights and weekends when needed
Method of Application
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