Manager, NOC IT at IHS Towers

Key Roles & Responsibilities

• Manage the 24/7 IT NOC operations that includes but not limited to workforce management, shift schedule, resource management, shift handover procedures etc.
• Coach, mentor and train NOC IT team to continuously develop their competencies and enhance their ability to deliver high quality support services.
• Provide troubleshooting and problem resolution guidance to the team.
• Conduct periodic continual service improvement review of the unit’s function to identify opportunities for improvement areas.
• Coordinate all activities in response to major incidents impacting the NOC and serve as an escalation point for major Incidents.
• Monitor and ensure that all incidents and request fulfillment are handled within agreed OLA and SLA.
• Monitor and track SLA performance of the unit and satisfaction levels of the NOC users.
• Serve as the escalation focal point for the NOC in the resolution of complex and unresolved technical issues and requests.
• Liaise with the cross functional unit managers for the prompt resolution of escalated issues and to ensure integrated actions plans are developed.
• Improve techniques and practices for managing NOC queries, troubleshooting, problem resolution and prioritization.
• Prompt preparation and timely release of major incident reports to the line manager for review/analysis before submission.
• Effective management and engagement of 3rd Party vendors to ensure the reliability and availability of supported IT services utilized the NOC.
• Effective management and engagement of internal stakeholders – IT Demand, Procurement and Finance – to ensure that payment related service disruption to the NOC is avoided.
• 3rd Party vendor invoice review, processing and payment tracking.
• Proactively monitor NOC APNs data consumption to ensure service uptime and make recommendations where necessary.
• Oversee the identity and access management controls, and system administration of all tools, applications, systems and services utilized by the NOC.
• Ensure Quality Assurance and Quality Control (QA/QC) of the PABX system and GSM Gateway functionality through up-to-date configuration maintenance and Call Data Record (CDR) analysis.
• Oversee the management of APN data buckets, SIM provisioning and the SIM request fulfillment.
• Ensure that adequate spares exist for all NOC work tools, devices, equipment and computer system for continued operations.
• Develop IT NOC operational policies, processes, procedures and standards to guide the team’s operational activities.
• Ensure the enforcement of information security policies, principles and practices by the NOC, in the delivery of support services.
• Track 3rd party's SLA performance and evoke service credit clause where in breach.
• Perform trend and capacity monitoring and make recommendation for performance improvement and/or cost savings where applicable.
• Establish and maintain positive business relationships with the NOC, as well as 3rd party vendors/partners, and ensure compliance with organizational policies, processes and procedures.
• Lead the Customer Advisory Board (CAB) meetings with the NOC to determine business needs and to improve the support experience perceived by the NOC.
• Ensure that a business continuity plan exist to support the NOC continued function in the event of a service disruption.
• Responsible for the quality assurance - data accuracy and correctness - of all incident and request records captured in the ITSM application by the team.
• Manage and maintain the SMS portals.
• Responsible for the unit's budgeting and operational cost effectiveness.

Experience & Qualifications Required

• Bachelors Degree or Diploma in Computer Science or Information Technology.
• Minimum +7 years experience in IT operations, IT user support, helpdesk, or NOC support with at least 2 years as a manager.
• Certifications in any of the following would be an added advantage: ITIL Service Operations, ISO 27001 (ISMS) or 27032 (IT security), Project Management Professional (PMP), and/ or Microsoft MCSE

Functional Competencies:

• Technical knowledge of computer hardware and software related diagnostic tools
• Intermediary to Advanced knowledge of computer systems, networks, PABX/VOIP, applications, severs and storages.
• Knowledge and experience in the use of ITSM application.
• Utilization of monitoring tools and application such as PRTG, Citrix, Netnumen etc.
• Knowledge and experience supporting internet IP Access services and supporting infrastructure.
• Knowledge of remote monitoring systems and APN configuration/set-up.
• Knowledge and experience administering OSS/BSS, NMS and EM applications.
• Familiarity with video walls and display manager applications.
• Management of 24/7 shift operations