Summary
Date Posted: Tuesday, May 09, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
To maintain full control centrally of all sites through 24/7- 365 surveillance systems in order to provide maximum possible service availability and performance while provisioning customers’ network services on core equipment and providing support to all technical teams.
To manage NOC resources efficiently through scheduling shift rosters, leave, and constantly monitoring the individual team member’s performance in accordance with the established/agreed upon key performance indicators.
To ensure the correct management of NOC systems and tools (OSS tools, call center, Tracking tools) to achieve optimum operation at all times
To ensure performance reporting on network performance parameters (uptime, MTTR, MTBF, etc) to facilitate management decision making

Key Performance Areas
Emergency Maintenance
• Monitor external alarms on all sites with a special focus on P1 and P2 for Africell; Platinum and Gold for Airtel plus major backbones as highlighted by customers (Airtel, Africell, MTN, SMILE, BCS, Tangerine, Roke Telecom, etc).
• Follow up on O&M Contractors to ensure all required external alarms are working i.e. category P1 and P2 alarms and maintain monthly tracker for alarm functionality. Follow up with customers to ensure alarm issues on their part (faulty alarm cards, wrong alarm naming on the BSCs) are timely closed. Liaise with Customer NOC on alarm concerns, ensure NOC teams are adequately trained on alarm configurations as well as interpretation
• Ensuring all the new sites are added to NOC databases as well as decommissioned sites are removed from the daily uptime tracker
• Timely escalate all emergency and critical alarms to O&M contractors and update Management of active critical alarms. Alarm time to escalate timelines must be observed
• Follow up to ensure all emergency and critical alarms to O&M contractors are escalated to field teams and update Management of active critical alarms. Alarm time to escalate timelines must be observed.
• Follow up on all failures to ensure resolution within the SLA target (MTTR). Send out hourly updates to the O&M team on all pending callouts.
• Supervise NOC agents (the company’s and Contractors) and maintain a working shift rota to ensure the NOC is fully maned 24/7 with an active backup plan.
• Follow up with customers, and the company’s IT that all failures of NOC systems i.e. monitoring tools, phones, and internet issues are resolved immediately and update the O&M team accordingly. Timely share with customers backup plan on call center in case of system malfunction.
• Collect, review (with regional managers, O&M manager), and update failure details (RCAs) in the failures' database/Tracking Tools
• Get operator failure approval for failures during the corrective maintenance window (processing and tracking work orders)
• Site Access Management
• Review and vet all customer emergency access requests (e-mail request has to be sent to the company’s NOC from the customer and all such requests must fit the guidelines in the site access procedure.
• Review and Vet all customer, contractor, third party/staff planned site access requests and ensure full approval of requests.
• Ensure all site access is documented with proper authorization by the company.
• Track and address all key and lock-related anomalies and follow up for the closure of any reported issues.
• Track and follow up with the site acquisition team on any access restriction by Landlords, required signed access letters.
• Co-ordinate access grants with all teams that need to access sites 24/7
• Reconcile access-related outages with responsible stakeholders (Customers, contractors, the company’s projects team)
• Execute logouts with a full site status checklist (e.g all alarms are ok) on all access requested granted
• Failure Reconciliations
• Review all previous day operator (Airtel, Africell, MTN, Smile, Roke Telecom, BCS, etc) outages as recorded in the ticketing tool and classify them into passive/active.
• Receive and provide feedback on previous day outages from customers and Send responses to all Operators (Airtel, Africell, MTN, and Smile).
• Receive and Review comments from operators on all failures and update the internal failure tracker accordingly.
• Track all NOC signoffs from all customers and contractors
• Check with O&M managers and contractors, and site logs to resolve any disputed failures.
• Process, distribute, and follow up with customers and contractors to sign off monthly SLA KPIs of the previous month.
• Compare site failure records with PM records to determine the quality of PM, pending issues at sites, and required action.
• Vendor Evaluation
• Maintain a good liaison network with stakeholders with the aim to distribute correct information in a timely manner (Internally) i.e. Operations field team and as required by the other relevant departments
• Maintain a good liaison network with stakeholders with the aim to distribute relevant information in a timely manner (Externally) i.e. All Contractors, All Operators
• Ensure an effective escalation process using the agreed escalation criteria is maintained.
• Implement the internal O&M controls for all operational processes
• Be willing to exert considerable effort on behalf of the company and take responsibility and accountability for actions.
• Give timeous feedback when expected and be open to constructive feedback by being considerate towards co-employees and accepting others as individuals by listening and understanding their inputs.
• Compliance
• Ensure identified risks to compliance are suppressed or information leading to risk discovery is shared.
• Ensure all contractors comply with the company’s processes, policies, practices, procedures, and above all, the agreed service level (SLA).
• Ensure that Operations, Operators, and contractors comply with the requirements of health and safety as defined by local country legislation. Where no local legislation is available International legislation shall be used.

Key Competencies
Important competencies required for the position:
Professional competencies
• Can Do; Integrity; leadership; Innovation; Relationship
• Ability to guide others in solving complex switching problems
• Good analytical and problem-solving skills
• Assertive, Self-starter, Proactive, Innovative, Attention to detail
• Self-reliance in the management of assigned tasks
• Reliable and methodical with integrity.
• Team player, High level of responsibility
• Ability to learn quickly
• Ability to work under pressure
• Knowledge and application of technological advances

Technical competencies
• All aspects of NOC and Network Performance Management
• Contractor and SLA management
• Project management
• Data analyses and concise accurate report writing.
• Network design and performance gap analyze.
• Equipment performance analysis, identify fundamental weaknesses and make recommendations
• Computer literate and familiar with MS Office suite, Inala, REMEDY, and WFM INVENDIS would be an advantage

Skills and Attributes
• EDUCATION: A BSC degree or HND in Mechanical, Electrical/ Telecom engineering
• EXPERIENCE: Minimum 3-5 years of NOC operations Management, Operational Management experience, management of O&M contractors
• KNOWLEDGE: Telecoms passive infrastructure, Telemetry systems, Performance Management, Project Management systems, MS Projects, MS Office suite
• SKILLS: Leadership, performance driven, analytical, task orientated, accurate and attention to detail.


Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

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