Vacancy title:
Engineer - Service Assurance Center.Technology

[Type: FULL_TIME, Industry: Telecommunications, Category: Science & Engineering]

Jobs at:
MTN-Uganda

Deadline of this Job:
Monday, September 8 2025

Duty Station:
Uganda | Kampala | Uganda

Summary
Date Posted: Tuesday, September 2 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Proactive and timely incident management of IN related product services and improved enterprise customer

experience           

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Engineer – Service Assurance Centre 

Reports to: Senior Consultant – Service Assurance Centre 

No. of Vacancies: 1

Main Job Functions:

• Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA  compliance.
• SLA and OLA follow-up with all operational teams
• Coordinate the implementation and acceptance of operational Adhoc works in RAN, Transmission and electrical mechanical domains. 
•  Conduct periodic reviews of resolved customer complaint incidents to verify that appropriate solutions were implemented through the incident management process. 
• Perform initial support and troubleshooting activities for all customer complaints escalated by customer service and escalate incidents that require the attention of high level support
• Coordinate the resolution of faults or escalated incidents until closure – also ensure timely communication to stakeholders in case of critical failures
• Resolution of Work orders as assigned.
• Participate in routine testing of new products, service tests pre and post planned changes and follow up on change management recommendations. 
• Any other duties as may be assigned from time to time

Key Performance Indicators (Smart)

• MTTR
• SLA Compliance
• EBU SLA execution/fulfillment
• Effective and Timely SAC Activity reports (daily, weekly, and monthly reports).
• Customer satisfaction index                                                                                                   

Education

• BSc Electrical, Electronic /Telecommunications Engineering, 

Work Experience 

• At least 1 year experience in corporate environment. 
• Basic Telecommunications and Network Overview 
• Proficiency in Microsoft packages (Word, Excel, Powerpoint, Project)                                 

Competencies                                                                                                                                     

• Quick and gives attention to details
• Good communicator with great interpersonal skills
• Must be a team player with a good team spirit and willingness to learn
• Must be willing to work long hours when called upon, and with a CAN-DO attitude
• Ability to work unsupervised
• Ability to do shift work                                                                                                                                                  

ABOUT US

We at MTN Uganda are a purpose and value-led organization!

At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Female Applicants are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

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