SERVICE MANAGEMENT EXECUTIVE AT INTERNET SOLUTIONS NIGERIA LIMITED | SERVICE MANAGEMENT EXECUTIVE JOBS IN LAGOS

About Company:

Internet Solutions Nigeria Limited (ISN) is a leading Systems Integrator & Connectivity Provider serving a diverse client base in various sectors in Nigeria and West Africa since 1997. ISN delivers the most reliable, robust, high per.0formance IT solutions and services IT infrastructure to industries, corporate, residential, off-shore and rural areas clients. ISN is an Internet Service Provider (ISP), Application Service Provider (ASP), and Web related applications and services focusing on the Design, implementation, supply and maintenance of bandwidth and managed Wide Area Network (WAN) solutions, for mission critical environments.

Job Description:

Internet Solutions Nigeria Limited (ISN) is seeking a proactive and technically-minded Service Management Executive to serve as the frontline of our client service operations. In the mission-critical world of Internet Service Provision (ISP), you are the guardian of connectivity.

Your role is to ensure seamless service delivery through constant monitoring of customer links and rapid response to irregularities. Operating on a 24/7 rotational basis, you will bridge the gap between our technical Network Operations Center (NOC) and our valued clients. If you have the troubleshooting skills to resolve preliminary issues and the communication prowess to manage high-stakes customer relations, we want you to drive our service excellence.

Requirements:

1. Proactive Network Monitoring & Vigilance

• Link Stewardship: Continuously scan and monitor customer links using monitoring tools to ensure seamless service delivery and 99.9% uptime.

• Anomaly Detection: Identify and report performance issues or irregularities in service links immediately to prevent prolonged downtime.

• Operational Readiness: Maintain a state of high alert to ensure all active clients are receiving optimal bandwidth and connectivity.

2. Technical Troubleshooting & Complaint Resolution

• First-Response Protocol: Act as the primary point of contact for customer complaints, addressing concerns with a professional and solution-oriented mindset.

• Level 1 Support: Initiate and implement preliminary troubleshooting for service-related issues, attempting to resolve connectivity problems before escalation.

• Escalation Management: Efficiently forward unresolved or complex customer complaints to the appropriate technical department or channel for deeper resolution.

3. Reporting, Documentation & Information Management

• Audit Trail: Maintain accurate and detailed records of customer complaints, service disruptions, and all troubleshooting efforts.

• Trend Analysis: Provide regular reports to the Head of Service Management, highlighting key service trends, frequent resolution paths, and recurring issues.

• Product Advocacy: Provide clients with accurate information on company services and products, identifying opportunities for upsells or upgrades based on their needs.

Qualifications and Skills:

Professional Profile

• Education: HND or B.Sc in a relevant course. (Professional qualifications in ICT/Telecom are a distinct advantage).

• Experience: Minimum of 2 years of experience in a similar field (Experience in Service Management or NOC is highly preferred).

• Work Conditions: Must be willing and able to work on a 24/7 rotational basis (Shift work).

Core Competencies

• Troubleshooting Logic: Ability to diagnose basic network issues (latency, packet loss, hardware failure).

• Customer Diplomacy: Strong interpersonal skills to manage frustrated clients and maintain high satisfaction levels.

• Analytical Thinking: Ability to spot patterns in network behavior and client complaints.

• Communication: Excellent verbal and written skills for reporting and stakeholder liaison.

Salary

Application Closing Date: Not specified

Application Instructions:

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