Manager, Regional NOC at IHS Towers

Job Summary

Oversee information gathering and dissemination, as well as incident and problem management in the regional NOC, ensuring that end-to-end processes and activities are effectively and efficiently carried out by accountable teams.

• Engage and guide the regional NOC team to understand departmental goals and objectives and take responsibility for achieving set targets/ requirements.
• Foster an enabling environment in which team-members promptly and effectively react to all network-related faults.
• Review individual performance of team-members and complete appraisals in accordance with the company’s performance appraisal procedures and timelines.
• Provide inputs to the process of identifying training needs of team-members.
• Drive effectiveness and efficiency of the incident and problem management processes. Monitor network status and progress towards resolution of all open incidents and problem.
• Analyze network fault statistics and provide insights to support strategic and operational decision-making at all management levels.
• Ensure prompt identification of problems in the network and work with the performance and customer experience teams to address these problems while achieving business performance targets and customer service level agreements (SLAs).
• Check network status and ensure closure of all incidents and problems identified on sites.
• Notify the Senior Manager, NOC Management whenever network downtime thresholds are reached or exceeded.
• Ensure accuracy of technical reports disseminated to target recipients/ audiences.
• Ensure all workarounds performed to restore service are revisited as part of permanent resolutions to network issues.
• Initiate and implement ideas to improve operational procedures, policies and functions of the regional NOC.
• Establish and maintain well-defined and effective communication channels within the regional NOC as well as between the NOC and internal and external customers.
• Serve as custodian of the NOC Knowledge Base.
• Continuously search for ways to improve the network performance.
• Develop proactive methodologies for conducting fault diagnostics and resolution.
• Identify new interfaces, tools, and applications to increase effectiveness of the Network Management Systems (NMS) deployed.
• Continuously assess operational and business continuity risks, ensuring timely awareness and deploying mitigating initiatives.
• Perform other tasks and duties as assigned by the Senior Manager, NOC Management.

Qualifications

• Bachelor’s degree in Telecommunications Engineering, Electrical/ Electronic Engineering, and/ or any other related discipline.
• Bachelor’s degree in Computer Science, Telecommunications Engineering, or any related discipline.
• Professional certifications such as CCNA, CCNP, etc, will be an asset.
• +10 years’ relevant experience in the telecoms industry.