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  • Posted: Aug 12, 2016
    Deadline: Not specified
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    MainOne is a leading provider of innovative telecom services and network solutions for businesses in West Africa. Our world-class infrastructure enhances the productivity and profitability of our customers. Since its launch in 2010, MainOne has developed a reputation for highly reliable services to become the preferred provider of wholesale Internet servi...
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    Operations Manager - Managed Services

    Responsibilities:    

    As Operations Manager you will be responsible for leading, managing and developing the Managed Services team and suite of solution offerings. The team will be responsible for providing pro - active first fix and post-sales support to our Managed Service Customers. The ideal candidate will have previous operations management experience, a natural talent for getting the best out of teams and a sound understanding of the technologies we support Computer Hardware and Operating systems, Cloud technology, Network & systems security, Enterprise networking including IP VPN and MPLS.

    Other responsibilities include:

    • Design and deliver integrated solutions for Managed Service customers in line with ITIL and/or industry best practice.
    • Monitoring the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver continual service improvement.
    • Ensure operational procedures and practices are well defined, documented and consistently applied.
    • Instil a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues.
    • Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
    • Contribute proactively to new service development.
    • Work closely with the Technical Sales to ensure new customers are on-boarded with seamless handover / transition.
    • Ensure remote teams are skilled, trained and developed to enable them to deliver high quality service and support.
    • Manage and develop strategic partnerships with third party suppliers and other internal stakeholders.
    • Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement.
    • Drive a continual service improvement program based on a desire to become a world class managed service provider.
    • Develop in-depth knowledge of competitive Managed services offerings in Nigeria and globally develop propositions to sell and further develop the MainOne brand.
     
    Contacts:    

    You will be required to liaise on a day-to-day basis with customers, the Technical Team; GNOC, Service Delivery, Technical Sales, Cloud team, Security team, IP Team, Project Management, and various other groups /departments.
     
    Competencies:    

    • Strong Knowledge of Managed Services, Managed Security, and Cloud as a service delivery model.
    • Good Knowledge of IT and concepts such as virtualization.
    • Have excellent communication, influencing and customer management skills.
    • Have solid technical understanding of Networking, security and Hosting.
    • Technologies and solutions.

    Required:    

    • Analytical thinking to engage customers considering different business and operational models.
    • Relationship Management.
    • Proficiency in MS Office.
    • Excellent written and verbal communications skills.
    • Familiar with Cloud Models (IaaS, PaaS, SaaS), also familiar with connectivity, voice, video, security and general Network solution offerings.

    Qualifications:    

    • Bachelor’s degree in a Technical (Engineering or Sciences) discipline.
    • Minimum 7-10 years experience working with managing various services.
    • Minimum of 5 years in supervisory/management position.
    • ITIL, CCNA , CCNP , MCP

    Demands of the job:    

    • Ability and willingness to work long hours, take responsibility for delivery and meet tight deadlines;
    • Ability to work with minimal supervision.
    • Frequent Travel may be required.

    Method of Application

    Interested and qualified? Go to MainOne on career.mainone.net to apply

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