Assistant Manager, L2 Technical Support at MainOne

Location: Ajah, Lagos
Department: Technical
Job Type: Permanent

Responsibilities

• Proactively identifying potential issues that could lead to network and/or service breakdown. 
• Level two (L2) technical support interface for all L2 technical issues from the GNOC team and others, as the case maybe.
• Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
• Lead manage of specific customer & network facing planned maintenances
• From time to time advise the business on network & customer solution inherent risks and mitigation plan to address and prevent them from becoming issues for the network and customers.
• Escalations Prioritization, in terms of handling, in accordance with the approved OLAs for service segmentation e.g. High Capacity, High Profiled, Prime, Platinum, Gold, Silver and Mercury.
• Drive and Manage upward technical interactions (L3 Support, Network Planning & OEMs) in a timely manner and in ways that ensure that network and customers interests are protected
• Low level planning (i.e. upgrade, downgrade, service performance improvement etc.) of network and services in operations with the aim of improving performance and reducing Operation, Administration & Maintenance (OAM) cost.

Qualifications, Skills & Competencies
Qualifications & Skills:

• Bachelor of Science in Computer Science, Engineering or related field with at least 8 years experience
• Relevant professional/technical certifications in IP or Transport network
• Good presentation skills
• Relationship Management skills
• Time & self-management skills
• Ability to work well under pressure
• Good oral and written communication skills
• Good knowledge of networking technologies
• Fundamental understanding of engineering methodologies, values
• Strong knowledge of either IP or Transport network protocols
• Good understanding of technological trends and their applications

Competencies:

• Good oral and written communication skills
• Time & self management skills
• Relationship Management
• Team work
• Ability to work well under pressure
• Strong Leadership Capability

Demands of the Job

• Ability and willingness to work long hours and meet tight deadlines;
• Ability to work under minimal supervision,
• Ability to stand in (DOA) for the L2 Technical Support Manager