Network Operating Center (NOC) Manager at Phase3 Telecom

ROLE SUMMARY

The NOC Manager oversees the NOC operations, ensuring that system requirements are properly implemented and procedures are routinely followed. Field Engineers and other technical teams rely on the NOC for information and troubleshooting during downtimes. Therefore, the NOC Manager will interface with both internal and external customers, as he bridges the gap between the clients and the engineers working behind the scene.

Our clients are the leading players in the Nigerian Telecommunication industry; hence Candidate must possess strong analytical skills to analyse and provide robust but adaptable solutions to meet client needs and make possible recommendations for changes in line with current and future industry related requirements.

DUTIES & RESPONSIBILITIES

Include but not limited to:

• Leading the monitoring of operations of the NMS(s)/NOC 24/7, utilizing best practice operational processes with the aim of achieving service assurance and optimal customer experience.
• Ensure proper analysis of network alarms to enable clear interpretation of issues.
• Supervise the constant documentation of provisioned links in the database.
• Coordinate the generation of network availability and performance on daily/weekly/monthly basis.
• Ensure reconciliation of SLA indices with customers.
• Ensure trouble tickets are generated with details whenever there is an incident on the network.
• Escalation of incident to Field Team and necessary stakeholders immediately an outage occurs.
• Responsible for coordinating and sending out mails to clients.
• Responsible for the efficient management of customer complaints and escalation as may be appropriate.
• Manage communication with field support engineers and other third party stakeholders on the SLA/KPI fulfillment.
• Monitor and ultimately ensure Service Restoration - meeting SLA on services
• Foster relationships with various departments within Phase3; build customer trust by constant engagement and support, manage downtimes and negotiate conflicts (with a technical focus).

EDUCATIONAL QUALIFICATION & EXPERIENCE

• Degree in Electrical Engineering /Telecommunication/Computer science /Computer Engineering or equivalent.
• Minimum of seven years experience with at least three of these spent managing a NOC in a medium to large sized organization.
• Experience as a team lead.

KEY SKILLS AND ATTRIBUTES

• Significant proven experience in a similar role with an ISP or Telecom organization.
• Knowledge of network performance/configuration parameters and their interpretation and use.
• Strong Customer Relationship Management Skills.
• Ability to manage and lead a team.
• Dynamic and Creative; able to assimilate quickly and act decisively.
• Professional and positive work approach
• Strong verbal, written and interpersonal communication skills; comprehensible enough for a varied audience.