Purpose of the Job (Brief)

• To perform NOC shift supervision functions of passive infrastructure network surveillance/monitoring escalation and reporting to ensure target KPIs for infrastructure availability are met and maintained.

Essential Functions

• Ensuring that end-to-end shift operations and handovers are effectively conducted
• Providing timely response and records of all incidents, outages and performance alerts
• Categorizing and escalating issues to the appropriate teams for resolution
• Documenting all actions, outages, service reports, access and maintenance reference codes in accordance with Standard Operating Procedures
• Updating customers and third-party services providers on remediation status and service plans for outages and other issues
• Monitor the network using network management, CMS & ICTOM to capture site on battery and escalate to IPI operation.
• Open and update trouble tickets on affectli and assign for closure with proper root cause and analysis/resolution.
• 24/7 network monitoring and incident management of all passive element on the network and to ensure that all sites equipment’s are in good condition.
• Documenting all trouble tickets generated by team for follow-up action
• Collating and reviewing performance reports for trends analysis and projections on future occurrences
• Understudying NOC Manager and acquiring management skills necessary to manage NOC activities in the absence of the NOC Manager.
• Providing leadership and training support to NOC team.
• Carrying out other duties as assigned.

Qualifications/Skills/Abilities

• Leadership and supervisory training
• Should be a very good team player
• Self-motivated and resilient
• Good people management skills
• Ability and willingness to work shift hours (day and night shifts)
• Good decision making skills
• Should demonstrate incident ad problem resolution skills
• Good organizational skills
• Very good written and verbal communication skills
• Ability to work without supervision

Educational Level:

• At least Higher Diploma in Electrical/Telecommunications/Computer Systems Engineering or Information Technology from a recognized institution.

Working Experience:

• 3-4 years’ experience in similar role in telecom sector.
• Experience in NOC operations and handling will be an added advantage.
• Experience in service deliver and support process handling will be an added advantage.