Team Leader, Network Surveillance at IHS Towers

Job Description

• As Team Leader, Network Surveillance, you will ensure assigned team effectively and efficiently carries out detection, analysis, troubleshooting, escalation, and resolution of all alarms, outages, and/ or faults on the network. 

Key Roles & Responsibilities

• Foster an enabling environment in which team-members promptly and effectively react to all network-related faults per shift. 
• Coordinate activities and outputs of team-members, including providing on-the-job training/ guidance, ensuring strict compliance to escalation procedures, and monitoring performance based on set objectives. 
• Review individual performance of team-members and complete their appraisals in accordance with the company’s performance appraisal procedures and timelines. 
• Assist team-members in diagnosing and assigning difficult network problems. 
• Provide inputs in identifying team-members’ training requirements and knowledge gaps. 
• Ensure that team-members appropriate capture all incidents and updates on the company’s ticketing application. 
• Escalate to and/ or follow up with Field Operations Team Leaders, Regional Technical Operations Managers, and Regional NOC Manager on trouble tickets and other outstanding faults (problems) for timely resolution. 
• Action all alarms and trouble tickets and ensure adherence to procedures. 
• Monitor the status and progress towards resolution of all opened tickets. 
• Provide critical data such as client support processes, procedures and workflows into the NOC knowledge base. 
• Continuously search for innovative ways to improve quality of service to both internal and external customers. 
• Effectively coordinate team-members on shift, monitoring allocated portfolio and promptly reacting to and closing all network-related faults accordingly. 
• Ensure regular network update reports from the team are provided to relevant units. 
• Champion initiatives to automate all routine processes aimed at boosting efficiency. 
• Promote communication between colleagues for the benefit of information flow and to curb any problems that may arise. 
• Prepare and submit reports to the Regional NOC Manager on all matters relating to assigned team activities and performance. 
• Perform other tasks and duties as assigned by the Regional NOC Manager.

Functional Competencies:

• Fault Management & Root-Cause Analysis 
• Network Monitoring/ Availability/ Service Uptime Management 
• Network Tools Admin/ Management 
• Service Level Management 
• Data Analysis & Reporting 

Behavioural Competencies:

• Collaboration & Teamwork
• Workload Management

Qualifications

• Bachelor’s degree in Computer Science, Telecommunications Engineering, or any related discipline. 
• Professional certifications such as CCNA, CCNP, etc, will be an asset. 
• +7 years’ relevant experience in the telecoms industry.