Mgr NOC at American Tower Africa

ESSENTIAL DUTIES:

• To initiate and follow through Network Operations Centre (NOC) actions required to achieve, improve or maintain the agreed infrastructure service levels within budget, time and quality.
• Ensure infrastructure monitoring and surveillance requirements of all ATC Nigeria installed infrastructure are met and maintained.
• Ensure that monitoring, measurement, reporting and evaluation of the Service Level Agreement(SLA) and Key Performance Index (KPIs) are done to achieve value for money. The Key Performance Index (KPIs) include target Root Course Analysis (RCA) and Mean Time to Repair (MTTR).
• Implement and maintain the Network Operations Centre (NOC) related service support and delivery processes to continuously improve the ATC Nigeria infrastructure services to the customers and achieve desired targets.
• To constantly research, identify and implement processes as well as recommend tools required to enhance efficiencies of the Network Operations Centre (NOC) operations.
• Ensure Network Operations Centre (NOC) participates in coordination of routine inspections, necessary corrective/preventative actions with the regional maintenance personnel so as to achieve the planned infrastructure life time.
• Design and review routines and procedures within the Network Operations Centre (NOC) function to achieve desired effectiveness and efficiency.
• Ensure development and maintenance of accurate Network Operations Centre (NOC) systems records for smooth operations.
• Routinely review the Network Operations Centre (NOC) shift staffing and produce the staffing shift roaster.
• Timely submission of management reports and follow-up on action points.
• To closely work with the Service Delivery Manager to verify & reconcile all contractor performance reports to implement the performance penalties where due.
• Participate in the negotiation, agreement and regular review the Service Level Agreement(SLAs) and Operational Level Agreement (OLAs) with the external service providers/contractors to ensure effective service delivery.
• Ensure budgetary control and resource optimization.
• Initiate and implement improvements to tools, procedures, and NOC functionality.
• Manage change requests and ensure proper implementation.
• Establish and maintain effective communication channels among NOC, internal and external customers.

Supervisory Responsibilities

• Supervise and manage the performance of NOC Supervisors and Technicians.
• Proactively identify and resolve personnel issues in conjunction with Human Resources.
• Recruit, develop and retain staff, partnering with Sr. Management, Recruiting and Human Resources. This includes on-boarding and orientation for new hires.
• Provide disciplined performance management for team. Define and communicate annual goals, perform formal and informal performance reviews, and ensure changes and updates are communicated in a timely and professional manner.
• Foster a collaborative and high-performing team environment.
• Identify training needs of the NOC team.

Qualifications
EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Computer Science or a degree in Electrical Electronics/Telecommunications or a related field or Networking.
• Ten (10) years hands-on experience in telecoms, tele-traffic environment, with at least three (5) years in a team leadership role and customer relations.
• Experience and comprehension of telecommunications management network philosophy and practice.

Competencies

• Operational systems and applications:
• Sound analytical skills.
• Mathematical and statistical problem-solving abilities.
• Strong relationship-development skills resulting in long term mutually beneficial client relationships.
• Self motivated; Able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to utilize resources and knowledge of others in identifying quality solutions.
• Strong organization, planning and project management skills; ability to prioritize tasks for both self and team to meet business requirements and deadlines.
• Strong leadership skills; Ability to drive and motivate team to achieve results within the department.
• Ability to work in a time-sensitive and high-volume environment.
• Ability to drive work both independently toward the successful attainment of department goals and project completion dates, and as part of a team to leverage input and knowledge base of others within the company in providing well rounded and thoughtful information and solutions.
• Ability to identify key contacts for follow up; excellent ability to communicate project and status updates to team and cross-functionally to ensure understanding.
• Good strategic and problem solving skills to effectively influence decision making in key negotiations.