Manager, Incident and Surveillance at 9Mobile

Job ID: IRC4028

Job Summary

• Coordination and management of network surveillance, incident, network fault and NOC front office operations.

Principal Functions

• Coordinate Level 1 network support(Front Office activities) for the BSS, transmission, IP, Core CS/PS, VAS and Enterprise units
• Handle incident management -escalation, notification, follow-up, and updates
• Coordinates war room for incident resolution
• Takes ownership of follow-up and reporting of incidents according to categories and severity levels
• Responsible for communication during incidents and outages to all stakeholders
• Responsible for ensuring escalation processes are properly followed and optimised
• Ensure all expected reports from the various NOC FO units are prepared and sent as scheduled, including outage/incident reports
• Coordinate NOC FO communication with customers and other service providers (Colocation service providers, lease lines and interconnect service providers, etc.) on network incidents
• Manage relationships with Managed Services NOC teams and ensure efficient service delivery
• Ensure updates of all vendor contacts, escalation matrices, customer contacts, enterprise records, collocation contacts, etc.
• Liaise with IT department on cross-functional issues, incidents, and escalations
• Perform other duties as assigned by the Head, Network Operations Centre.

Educational Requirements

• First Degree or equivalent in Electrical Engineering or a related course
• Six (6) or more years post NYSC work experience with at least three (3) years at supervisory level.

Experience, Skills & Competencies
Knowledge:

• Network Availability and Capacity Management
• Network Administration
• Microsoft Office suite
• Network Surveillance / monitoring tools

Skills:

• Personal Effectiveness
• Problem Solving

Behavioral Competencies:

• Customer focused (L2)
• Driving and rewarding excellence (L2)
• Team working and collaboration (L3)
• Communicating with integrity (L3)

Technical Competencies:

• Vendor management (L2)
• Network Operations and Maintenance (M&E, Radio, VAS, Core, Transmission, IP) (L2)
• Network System Administration/Tools(L2).