<p><strong>Purpose</strong></p><ul><li>Manage the Quality Control and Field Support team, testing and administration of systems, tools users for efficient monitoring and reporting of performance.</li></ul><p><strong>Key Roles &amp; Responsibilities</strong></p><ul><li>Supervise the Quality control and Field support team and tools experts on an ongoing basis through assignment of tasks, review of work outputs, and feedback on individual and group performance.</li><li>Track and understand the limitations/difficulties behind spending long hours on a site visit.</li><li>Monitor systems performance and analyze readings/ reports on systems.</li><li>Work with the NOC manager to build KPI to effectively monitor and manage the activities of the QCs and FSs within the zone.</li><li>Acts as Technical Support for the QCs within each zone.</li><li>Detect and identify irregularities and snag patterns.</li><li>Use reports on the system to ensure all RMS equipment and Assets are properly configured on the system and report defaulters to the NOC Manager.</li><li>Ensure that processes and procedures are correctly implemented.</li><li>Bridge between operation team and Field support.</li><li>Work closely with cross-functional teams to develop and implement corrective and preventive actions to address root causes and prevent recurrence of issues</li><li>Track all Tickets on sites visited from Open Status to Closed Status.</li><li>Track and ensure all Rejected tickets are moved to Closed status.</li><li>Rigorously manage scope to ensure commitments are achieved within agreed time, cost and quality parameters.</li><li>Perform other tasks and duties assigned by HOD, RMS.</li></ul><p><strong>Experience &amp; Qualifications Required</strong></p><ul><li>Bachelor&rsquo;s Degree in Electrical / Telecommunication Engineering / Computer Science or related disciplines</li><li>6 - 10 years related experience of telemetry systems, sensor technologies.</li></ul><p>Job-Specific Competencies<br />Functional:</p><ul><li>Network Monitoring / Availability</li><li>Must have work Experience as a Field Support FS or Quality Controller RMS</li><li>Have an excellent understanding of RMS processes from the Installation stage to FAC stage.</li><li>Have an excellent understanding of the RMS SLA processes from the Ticketing processes to the Right configurations of each RMS equipment and all client&#39;s assets.</li><li>Have a good understanding of the use of reports on the system to optimally monitor the activities within his/her zone.</li><li>Complaints Management</li><li>Strong Communication Skills</li><li>Data Analysis and Reporting</li><li>End User support</li><li>Use of MS Office Tools.</li></ul><p>Behavioural:</p><ul><li>Attention to Detail</li><li>Collaboration &amp; Teamwork</li><li>Ability to multi-task</li><li>Ability to work under pressure.</li></ul><p>Organizational Competencies:</p><ul><li>Be Bold</li><li>Customer Focus</li><li>Innovation</li><li>Integrity.</li></ul>