Team Lead - Network Monitoring Centre (NMC) at Sigma Consult

 Purpose of the Job

The Team Lead - NMC is responsible for providing innovative solutions to network issues, ensuring customer needs are met, and maintaining smooth infrastructure operations. This role oversees the first-level technical support for all infrastructure, including fibre backbone, FTTx, wireless networks, and inside and outside plant infrastructure. The ultimate goal is to consistently deliver high-quality customer service and maintain customer satisfaction.

 Key Responsibilities

• Manage and coordinate the NMC team to ensure efficient and uninterrupted system operations.
• Keep upper management informed about the infrastructures status.
• Oversee NOC and FTTx Backend engineers to ensure proper implementation of system requirements and adherence to procedures.
• Communicate service performance and availability to management, partners, and peers.
• Handle coordination and scheduling of NMC staff for shift duties to ensure optimal operation.
• Ensure maximum service availability and performance.
• Develop and implement innovative tools and applications for automating systems monitoring operations.
• Monitor the network to identify issues and initiate upgrades when thresholds are reached.
• Supervise Incident Management (First Level Support) by identifying root causes, advising on resolutions, and managing fault logs.
• Maintain 24/7/365 network monitoring operations.
• Escalate issues to the Infrastructure team for capacity planning and network optimization.
• Follow up on unresolved complaints and ensure timely updates on all open tickets.
• Liaise with Outside Plant Supervisors on link restoration progress and incident reports.
• Prepare and review daily incident summary reports and weekly/monthly link availability reports.
• Ensure prompt response to inbound calls and emails, and escalate unresolved issues to relevant units.
• Prepare technical reports and develop systems for proactive monitoring and incident reporting.
• Build and develop the NMC team.

 Qualifications & Skills

• Education: B.Sc / B.Eng in Computer Science, Computer Engineering, Electrical / Electronics Engineering.
• Certifications: CCNA, CCNP (Desired).
• Technical Skills: Strong knowledge of telecommunications, IP design, GPON technology, and ITIL v4 service management.

Experience:

• 3-6 years of hands-on experience with routing, switching, and GPON technology. Experience with wired, wireless, point-      to-point, and point-to-multipoint technologies is desirable.
• Communication: Excellent verbal and written communication skills.