Head, Field Support and Operations at MainOne

Responsibilities

• Prepare vendor SLA and availability reports
• Respond to GNOC faults escalations
• Interface with GNOC on resolutions of Customer services concerns
• Manage and track and resolve customers escalated issues
• Ensure that outages are resolved within the committed SLA.
• Update dispatch with accurate information pertaining sites and customer feedback
• Ensure quality is attained with reference to industry standards.
• Handle CPES and ensure they are well packaged with all accessories intact in cases of recovery
• Maintain integrity including management of customer premise, company Image and phone etiquette.
• Share feedback on issues pertaining to the network and customer experience.
• Share relevant information with relevant teams including addresses, gaps and network issues
• Respond to customer inquiries about products, work operations, etc. during field contacts.
• Produce and maintain all records related to the assigned tasks
• Ensure there is preventive maintenance tasks on customer premises, including among others Coaxial and Optical Fiber cables, disconnection of idle drops, report sagging cables and damaged network devices.
• Ensure work tools are well maintained including laptops, Compression tools, motor bikes etc
• Ensure prompt and proactive escalations and follow up of diminishing spares in our inventory.

Qualifications, Skills & Competencies

• First Degree in a relevant field of study.
• Minimum of 7 years' experience in the designs, installations and maintenance of Microwave radios and fiber optic networks plus minimum of 2 years project management experience.
• A comparable amount of training, education and experience may be substituted in lieu of some of the minimum qualification
• Good knowledge of GPON protocol (ITU-T G.98x standards) and/or a strong experience of GPON equipment configuration (OLT & ONT) is mandatory
• Considerable knowledge of design and construction practice on GPON fiber optic networks
• Good knowledge of equipment and technologies like
  • Ethernet access networks (VLAN bridging, cross-connect)
  • Ethernet QoS (policing, shaping, IEEE 802.1p, 802.1q, 802.1ad)
  • Measurement equipment's (protocol emulators, traffic generators, protocol analysers)
• Ability to operate an OTDR to troubleshoot and test fiber optic cable.
• Ability to troubleshoot large GPON and Wireless network.
• Thorough and complete knowledge of rules, regulations, policies and procedures applicable to electric and communication industry, and the ability to apply them in day-to-day engineering situations
• Considerable knowledge of local and state permitting agencies codes and regulations
• Considerable knowledge of other office software, such as Microsoft Word, Excel and Access.
• Considerable knowledge of monitoring and management platforms
• Ability to write technical specifications
• Extensive knowledge of creation of fiber optic and Microwave paths and calculation of link budgets.
• Considerable ability to establish effective working relationships with internal and external customers.
• Ability to plan the work of technical personnel engaged in surveying.

Demands of the Job:

• Expect odd hour escalations
• Working under pressure with results
• Intense Supervision of Vendors field activities.