Managed Services NOC Supervisor at Equinix Nigeria

Job Code: JR-158802

Job Summary

• The Managed Service NOC Supervisor will be responsible for managing relationships with functional stakeholders.
• The ideal candidate will be required to monitor and manage key performance metrics, and also support a culture of innovation, excellence & collaboration.
• He/She will manage on-staff NOC technicians and engineers; this includes recruitment, supervision, scheduling, mentoring & development and evaluation.

Responsibilities

• Supervise Managed Service Desk and South-South network 24-hours per day and 7 days a week
• Lead the detection, logging, and resolution of network and customer issues, acting as the primary escalation point for major incidents
• Ensure that network alerts, equipment faults are responded to, diagnosed and resolved within specified timelines
• Ensure proper organizational attention to the problem, escalation or corrective action
• Answer all customer related telephone calls within defined timelines
• Ensure weekly/monthly/ad hoc backhaul reports, customer reports on remote hand requests, call out tickets and backhaul performance events are prepared and delivered within specified timelines, whilst tracking escalations and other key performance indicators
• Coordinate performance of maintenance routine services as and when requested by the customer in conjunction with required teams
• Ensure customer access requests: MCLS and ILA sites are treated within specified timelines
• Ensure receipt and response to call out tickets from customer NOC within specified timelines
• Interface with internal/external customers on operational issues and related customer events, using the company's standard operating procedures
• Track remote hands request with tickets and ensure they are updated accurately.
• Develop, maintain, and enforce standard operating procedures (SOPs) for incident management
• Ensure to provide all reasonable assistance to Customer NOC, including to provide appropriate data to Customer NOC for the generation of System NOC reports, Root Cause Analysis and lessons learned
• Maintain and ensure full compliance with all processes and procedures
• Supervise, train, and mentor NOC technicians and engineers, including managing shifts and performance evaluations
• Ensure the provision of feedback to Head of GNOC on the status of network events
• Undertake in any other ad hoc activity as assigned by Head of GNOC.

Qualifications

• BSc Degree or HND qualification in Engineering
• 8+ years of relevant experience
• Technical & Professional proficiency (Operation and Maintenance field), preferably for a large ISP, ASP, web hosting facility, data center or telecommunications company
• Experience in submarine, DWDM transmission system, Metro Ethernet optics connectivity with specific experience providing operational support in a fast-paced NOC
• Research and writing skills
• Leadership and self- management skills
• Relationship Management
• Strong analytical and communication skills
• Problem resolution skills with a flexible approach to problem solving
• Able to use initiative to tackle a broad range of problems, while still following procedures and processes
• Ability to assess and prioritize faults and respond or escalate accordingly
• Capable of multi-tasking, good time management and prioritization of workload
• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge
• Good technical documentation skills
• Proficiency in MS Office and related AI tools for operations enhancement.