Network Operations Access Manager at e.Stream Networks (Nigeria) Limited

Location: Victoria Island
Reports to: Chief Technical Officer

Job Summary

• The Network Operations Access Manager is responsible for managing the network operations access team to ensure service delivery, service quality, service support and maintenance meet e.stream’s defined guidelines for these activities.

Strategy Insight:

• Provide direction and clear, tactical and strategic objectives for Network Operations Access related to functions, capabilities, capacity, and service delivery
• Be informed of latest developments and update corporate knowledge of technology trends and their impact on the company business
• Develop and maintain a succession plan across all positions and skill sets within the department

Technical Responsibilities:

• Ensure that all staff and contractors are knowledgeable and proficient, across all technology platforms involved in service delivery
• Effectively manage contract resources to support service implementation, support and maintenance KPIs
• Effectively manage the day to day operational activities of the Access Network Team in line with service delivery, maintenance and support goals and KPIs
• Foster ongoing improvement in service delivery processes, implementation and support delivery time frames, and the utilization of human and financial resources
• Proactively insure POP Team Leads, utilize the provided monitoring tools to proactively monitor customer services under their responsibility
• Ensure all Team leads, FSEs, Riggers and contractors are equipped with the required tools and software to effectively provide superior service delivery
• Identify root cause of service delivery incidents and provide solutions and recommendations to eliminate continual recurrence of preventable service delivery incidents.
• Monitor service delivery parameters on an ongoing basis, benchmarking against defined customer SLA metrics
• Ensure resolution of all escalated service delivery incidents are resolved within the parameters defined in the Company’s customer SLA

Leadership:

• Manage a team of Network Operations Access resources that support the Company’s service delivery goals and objectives
• Ensure the Network Operations Access team maintains and updates knowledge base related to supported service delivery technologies
• professional networks across teams through collaboration and co-operation

Requirements

• Bachelor's degree in Information Technology, Electrical Electronics Engineering.
• Minimum of 7 years’ relevant experience in area of specialisation; with experience in supervising/managing others.
• Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider.

Skills & Abilities:

• Strong skills and knowledge in RF Technology Configuration and installation (Microwave, ISM Band PTP PTMP & VSAT Technology)
• Demonstrate strong knowledge in Project Management.
• Proficient in customer LAN edge devices troubleshooting
• Advanced trouble shooting skills within the Access Network environment
• Proficient in the use of software inspection tools to address customer LAN issues
• Working knowledge of IP Routing, and switching
• Knowledge in iDirect products
• Knowledge of Fiber Technology
• Strong Leadership
• Proficient in analysis
• Strong Relationship & People Management
• ITIL framework

KPAs:

• Adherence to defined processes and procedures, documentation of network Incident, deployment & survey history
• Achieve service delivery within the specified time frames for on net services
• Achieve service delivery within the specified time frames for off net services
• Insure service implementations meet the defined installation quality standards on physical installation, and defined design performance metrics
• Achieve Access Network Availability as per the defined performance guidelines
• Ensure the annual maintenance plan for the Access network is scheduled implemented
• Improve Customer Experience and Satisfaction scores
• Ensure identified Service Issues meet or exceed SLA defined resolution time frames
• Achieve cost savings on service deployment and maintenance expenses

Working conditions:

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station often.

Physical requirements:

• This position requires physical and mental strength.