Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed ...
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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.
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