Jobs at IHS Towers

The Opportunity

• IHS Towers is expanding our global footprint and we are seeking an individual to join our team as Senior Manager, Network Systems.
• The individual will ensure availability and operationalization of advanced Network Operations Centre (NOC) tools and systems to achieve quality standards for both internal and external requirements.

Key Roles & Responsibilities:

• Establish policies, processes, and procedures in line with best practice.
• Ensure systems availability and compliance with relevant ISO and SOX standards.
• Oversee tracking and resolution of systems issues.
• Ensure an up-to-date registry and documentation of tools is maintained.
• Identify, negotiate, and agree in-house quality procedures, standards, and/ or specifications.
• Prepare management/ technical reports and customer charters.
• Foster insights-driven operations through ongoing recording, analyses, and distribution of statistical information based on integrity, accuracy, and validity of data.
• Assess customer requirements and ensure they are met.
• Lead planning, design and implementation of NOC systems and tools roadmap.
• Project-manage systems deployment, optimization, and integration.
• Manage Project Statement of Work (SoW) and deliverables.
• Manage requirements gathering and transformation of business requirements into specifications document.
• Manage & document the change control process.
• Be fully responsible for remote access to IHS sites and ensure the telemetry systems for managing the same evolve along with IHS requirements.
• Drive achievement of quality objectives by ensuring delivery of effective training, scheduling, and coaching interventions for team-members.
• Communicate performance expectations – by setting goals and ensuring that on-the-job performance is continuously monitored, reviewed, and appraised.
• Act as a catalyst for change and improvement in performance/ quality.
• Perform quality control on the service desk team work output and implement industry best practices.
• Perform other tasks and duties as assigned by the Associate Director, NOC

Functional Competencies

• Process Improvement
• Analytical Thinking
• Business Communication
• Use of NMS tools, e.g. OSS, iManager, Netnumen, etc.
• Use of RMS tools, e.g. AIO, INALA, Hydromonit, etc.
• Use of Work Management tools, e.g. OWS, REMEDY, HP Work Management, etc.
• Designing integration protocols for NOC tools
• Workload Management

Behavioural Competencies

• Collaboration & Teamwork
• Attention to details

Required Experience & Qualifications

• Bachelor’s degree in Electrical/ Electronics Engineering, Computer Science, and other relevant disciplines.
• +12-13 years’ relevant experience in NOC environment with demonstrable responsibilities spanning technical/ operations support, workforce management, performance optimization, and project management.
• Intermediate knowledge of IT infrastructure, protocols & best practices preferably acquired in a role supporting NOC tools and systems
• Basic understanding of internet of things (IoT) and its application in a NOC environment.

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The Opportunity

• IHS Towers is expanding our global footprint and we are seeking an individual to join our team as Manager, Regional NOC .
• The individual will 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.

Key Roles & Responsibilities:

• 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

Functional Competencies

• Process Improvement
• 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

Required Experience & Qualifications

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