Tools Administrator at IHS Towers

Reports To: Head of Quality Assurance

Job Summary

• Administer the tools used for network management and provide end-user support.

Responsibilities

• Ensure all tools are functional and usable by the Network Operations Centre (NOC) team by avoiding connectivity issues.
• Take ownership of issues with the tools and see problems through to resolution
• Identify, diagnose and troubleshoot software failures while keeping a line of communication with impacted users.
• Continuously research more effective ways to improve performance of tools.
• Ensure systems upgrades are done timely without disrupting users
• Ensure proper recording and closure of all issues escalated by end users with proper root cause analysis
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure all locked accounts passwords are reset on time
• Create templates and profiles for NOC users on all Remote Monitoring System (RMS) and Network Management System (NMS)
• Ensure that changes to NOC tools follow IHS change management process
• Ensure all NOC scripts are running efficiently
• Ensure daily routine check of all databases used by the NOC
• Ensure all NOC group emails are created and updated
• Responsible for granting and denying user access after appropriate approval
• Document knowledge in a knowledge database and make it available in notes and articles for system user.
• Perform other appropriate duties as requested by Head Quality Assurance.

Education & Experience

• 1st degree in Computer Science or related discipline
• Upwards of 4 years’ experience in a related field or role

Competencies:

• Personal qualities of integrity, credibility, and commitment to the mission of IHS
• Flexible and able to multi-task
• People Management
• Problem solving skills
• Analytical skills
• Conflict resolution
• Performance Management
• Database Management
• Computer and Information Management
• End User Support
• Network Operations Management