Albertine Mutabonwa

Experience

• 

  Millicom

  Jan 2014 - Oct 2015

  NOC engineer
• 

  Millicom/ MS Ericsson

  Oct 2015 - Jul 2018

  Technical Support Engineer

  I was a technical support engineer with responsibilities, receiving customer complaints and do proper follow up until closure, day to day problem analysis and troubleshooting of issues raised by customers and escalating when needed. I was also working on preparing and providing all contractual daily, weekly and monthly reports to customer such as KQI, CEI, RSLA, ... and all this done one time

• 

  Ericsson

  Aug 2018 - now

  • Manage end-to-end Operations and delivery of operations & maintenance activities for specific customer, including preparation of the live customer network and assisting the program manager in resources and timing definition and tracking• Be Responsible for the financial and operational and delivery performance of the Operations Assurance assignments within a Managed Services Deal.• Be Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA)• Serve as the primary escalation point for critical incident, Network Delivery Operations escalations, and performance reporting towards the customer.• Validate and approve integration test results for a new service, terminal and equipment type or vendor• Secure the availability and accuracy of the customer’s asset configuration information to be used by all delivery units• Participate on various change management boards, and forums as needed and coordinate customer participation as necessary• Ensure acceptance tests are performed locally and globally with customer involvement and approval as necessary• Continuously drive for efficiency, improvements and excellence in service delivery Show less

  • MSIP Operations Manager

    Nov 2022 - now

  • MSIP Operations assurance Manager

    Nov 2022 - now

  • Mobile Money Operations Assurance SME

    Nov 2020 - Nov 2022

  • 1st level operations specialist team lead

    Aug 2018 - Nov 2020