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Job Description:
To generate, analyze and present (deliver monthly, weekly & daily network performance reports to Customer Service Manager (as per agreed deadline)
To monitor and evaluate usage and traffic management services
To analyze the operation of customer’s network and to report on Quality of Service
To work in improvement plans with GCSC/CSM/VPO areas to incorporate in the Service Improvement Program as well as address SIP actions internally that have been agreed with CSM
To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM
To monitor service performance and track chronic cases and work towards resolution of these chronic cases
To support the CSM by advising planned maintenance and how this would affect the supported customer
To maintain the customer documentation fully updated in the Orange tools (GCDR, Clarify, Fileade etc)
To actively assist in data integrity issues for the assigned customers.
To produce the Root cause analysis report for the customer where required
To act as internal support SPOC for CSMs for assigned accounts
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