VACANCY\u00a0
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Service Maintenance Engineer \u2013 Orange Botswana
\nJob title: Service Maintenance Engineer
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\nLocation: Gaborone
\nDepartment: Technical
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\nSupervisor: Service Mangement Centre Manager
\nService maintenance Engineer
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\nSet up, in line with the concerned Operations teams as well as all other partners, the best conditions for effective and efficient delivery of services to customers. Point of contact for customer services and for the management of complex customer complaints, ensuring that the network, IT infrastructure and services are maintained at good level. This includes the resolution of problems or degradations affecting the service.
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\nThe main duties include but are not limited to:
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\nTo manage incidents restoration
\nTo evaluate clients\u2019 impacts
\nTo liaise with concerned TMC or Suppliers
\nTo provide real time information about the impact and restoration
\nTo lead crisis events (crisis management)
\nTo coordinate changes management (change management)
\nHandling and acknowledging trouble tickets sent by the Customer Care Centre to
\nService Monitoring
\nQualifying troubles affecting the service to give a first diagnosis and escalating to the concerned Operations teams with the resolution (if necessary).
\nEnsuring that all Operations teams concerned with service quality management work together and follow-up the resolution.
\nCoordinating the diagnosis, investigation and trouble resolution, involving concerned operations teams when required.
\nInforming in real time all entities in contact with the customers (Management Board, Sales, Customer Support Centres, helpdesks \u2026) in terms of engaged actions, service impact level, and expected repair time.
\nSupervising & managing SLA if any (thresholds monitoring, alert triggering, etc\u2026)
\nHandling every service alarm detected by the service monitoring system (trouble
\nticketing) and implementing corrective actions if it has been previously delegated by the Operations teams (trouble shooting).
\nResponsible of service restoration following incident with clients impact up to definitive repair with the involvement of the Operations teams.
\nEvaluate clients\u2019 impact and display necessary information to concerned partners
\nPilot post incident analysis
\nEscalate according to validated procedures to concerned hierarchies
\nContribute to crisis management
\nCoordinate technical change management
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\nSkills:
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\nLeadership
\nAbility to drive third parties (mutualized and externalized Operations teams)
\nVery good knowledge of services-related technical architectures and end to end chain
\nCapacity to work under stress during crisis events
\nAbility to synthetize, analyze and communicate
\nAbility to react quickly following service monitoring alerts and to make diagnosis
\nEnd-to-end service troubleshooting and launch of corrective actions
\nGood understanding of QoS and business impacts
\nCustomer experience-related analytics or CEM tools and associated OLAs\/marketing findings
\nKnowledge management updates regarding service evolutions
\nSecurity and data protection policies
\nCapability to understand End to End service architectures
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\nQualifications and Experience:
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\nDegree in Computer Science\/Telecommunications\/IT.
\nA Masters Degree would be an added advantage
\n2 years of experience in a telecommunications environment with emphasis on software development.<\/p>\n
JOB APPLICATION DETAILS<\/p>\n
APPLICATION DETAILS
\nInterested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com<\/p>\n
The subject window on email should only contain the title of the position being applied for.<\/p>\n
Data Protection Notice
\nData Protection Notice – Orange Botswana processes applicant data for recruitment purposes based on legitimate interest and pre-contractual necessity. This processing is carried out in accordance with the Data Protection Act, 2024.<\/p>\n
Closing Date<\/p>\n
Published Date: 27 November 2025<\/p>\n
Closing Date: 11 December 2025<\/p>\n
Only selected candidates will be contacted for interview<\/p>\n
undefined<\/p>\n
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