Senior Tools Administrator at IHS Towers

Reports To: Head, Quality Assurance

Summary

• To ensure that all Network Surveillance Tools and Systems in the Network Operations Center function optimally on a 24 x 7 basis, manage a team of two administrators located in Abuja and Lagos NOC and to provide a seamless use experience to all end users of such tools & systems.

Responsibilities

• Drawing up a schedule for daily, weekly & monthly housekeeping tasks (user management, file system management, database management, template management, script management etc.), ensuring that the schedule is followed through and reporting the same to senior management.
• Ensuring that all system backups are taken as per schedule and any upgrades that are required do not hamper normal usage of the tools by end-users.
• Ensuring all changes to tools & systems follow IHS Change Policy & Procedures and are document properly.
• Ensuring that connectivity checks for all the NOC tools are performed on time and as per pre-agreed schedule, recording the same in maintenance database and providing reports to management on demand.
• Keeping an open channel for communication with all end-users for reporting of degraded services as and when they occur and provide prompt support for resolution of faults on the tools.
• Keep track of all escalated / identified issues by means of constant engagement with regional tool admins, take ownership of all such issues and seeing these through to resolution.
• Ensuring that all escalated issues are properly updated into a central knowledge base system with correct RCA and descriptive resolutions procedure.
• Prepare simple, easy to understand notes / articles for end-users for efficient usage of all tools and systems, file these properly into the knowledge base system and ensuring that these are readily available for use.
• Ensuring service continuity at all times and all levels by following established change management processes.
• Preparing high level reports on tools performance, issues reported or identified, progress update on resolution of issues etc. and sharing the same with senior management as per requirement or pre-defined schedules.
• Maintain good working relationship with the tools vendors & contractors, measure their performance, coordinate their activities and provide reporting to the management on the same.
• Provide leadership on innovation to his team in the areas of automation of NOC reporting tools, extraction and analysis of data etc, encourage out-of-the-box thinking and testing simple automated solution to reduce repetitive manual work

Education & Experience
Education:

• B.Sc. in Electrical Electronics /Computer Science/Engineering or a related field.

Experience:

• 4 years Hands On experience in Technical Support or similar role
• 2 Years in Supervisory within NOC/ISP or IT environment.

Training:

• SLA Management
• Basic knowledge of IP Infrastructure, Oracle and Networking in an Operations and Maintenance Center, Network Management Center and Network Operations Center
• Scripting on various Monitoring Applications
• OSS, iManager, Netnumen, ACC, Telemetry, SUN Systems connectivity, interfaces and Protocol
• Data Management and Reporting
• Business Object Application
• ITIL Manager
• Written and Spoken Communication Skills