The Manager, Core Network Operations is responsible for the strategic leadership and operational management of the Network Support, Network IP Design & Installation, and Network Quality Assurance & Reporting teams. The role ensures the delivery of secure, reliable, and high-performing network services that meet SLA, OLA, QoS, and Quality of Experience (QoE) standards while driving continuous improvement, operational excellence, and supporting business growth through innovative network solutions.
Principal Accountabilities/Objectives
- Lead, mentor, and develop the Core Network Operations teams to build a high-performing, customer-focused network needs within the organization.
- Oversee the day-to-day operation of the core network, ensuring maximum availability, performance, and service reliability.
- Ensure incidents, service requests, and changes are resolved within agreed SLAs and OLAs, while improving MTTR and service quality.
- Serve as the final technical escalation point (Level 3) for major incidents and complex network issues.
- Oversee the design, implementation, and support of network solutions, ensuring resilience, security, scalability, and operational supportability.
- Participate in solution design, project scoping, and customer engagements for new products and bespoke network solutions.
- Ensure compliance with organizational policies, security standards, and regulatory requirements while supporting business continuity and operational excellence. Ensure accurate change management, network documentation, IP address management, and asset records.
- Drive proactive network monitoring, performance optimization, capacity planning, and continuous service improvement initiatives.
- Manage operational support for IP, MPLS, VSAT, fibre, wireless, transmission, and access network infrastructure.
- Collaborate with vendors and internal stakeholders to resolve complex technical issues and improve service delivery.
- Monitor and report key operational KPIs, including network availability, SLA/OLA compliance, MTTR, change success rate, and customer satisfaction
Communications and Work Relationships
- Excellent Communication Skills (Verbal and written)
- Strong facilitation, conflict resolution and investigative skills.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to write reports and procedure manuals.
- Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.
Internal: Collaborate closely with Technology and Operations colleagues, Customer Service Operation Centre, Network Proactive team and other cross-functional teams to align operational objectives with organizational goals.
External: Maintain productive relationships with third-party vendors and clients to coordinate network support and service delivery.
Other Business Units: All Departments.: Liaise with other departments and stakeholders in achieving quality, simplicity and trust in meeting organizational goals and customer expectations on the delivered products and services.
Knowledge, Skills, Experience and Competency requirements
Education & Certification:
- Master’s Degree, bachelor’s degree or HND in Electrical/Electronic Engineering, Computer Science, or related field.
- Advanced certifications such as Lean Six Sigma, ITIL, SCRUM, CCNP or CCIE are strongly preferred.
Experience:
- Minimum of 10+ years of experience in Network Operations, with at least 5 years in a managerial or supervisory role, ideally in an ISP or similar environment.
- Demonstrated experience in overseeing network support for VSAT, MPLS, IP routing, and network infrastructure.
- Demonstrated experience in network reporting and adherence to NCC regulations and governance.
Technical Skills:
- Proficiency in network monitoring and ticketing tools such as Nagios, Azotel, Cacti, Entuity, and various NMS platforms (e.g., SAF, NEC, Ceragon).
- Strong background in IP networking, switching, routing (QoS, MPLS), and transmission technologies.
Competencies:
- Strong analytical skills and a proactive approach to problem-solving.
- Excellent leadership, team-building, and interpersonal skills.
- Ability to manage multiple projects and prioritize tasks effectively.
- Superior communication skills with the ability to convey technical information to both technical and non-technical audiences.
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