Network Operating Centre (NOC) Manager

Phase3 Telecom is West Africa’s largest independent fibre optic infrastructure and telecommunications services provider. With coverage of 6000km and counting, the company is licensed to run its network on Nigeria’s power infrastructure with expansion into the ECOWAS region using its unique Right of Way (RoW).

We are recruiting to fill the position below:

Job Position: Network Operating Centre (NOC) Manager
Job Location: Abuja

Details

• We are seeking a candidate to fill the role of Network Operating Centre (NOC) manager at the company’s head office in Abuja.
• This role is fundamental to the success of the company, as it involves the direct management and supervision of its entire data centre; network, servers and any telecommunication equipment in the NOC.

Role Summary

• The NOC manager oversees the NOC operations, ensuring that system requirements are properly implemented and procedures are routinely followed.
• Field engineers and other technical teams rely on the NOC for information and troubleshooting during downtimes.
• Therefore, the NOC manager will interface with both internal, and external customers, as he bridges the gap between the clients, and the engineers working behind the scene.
• Our clients are the leading players in the Nigerian telecommunication industry; hence an ideal candidate must possess strong analytical skills to provide robust but adaptable solutions to meet client needs, and make possible recommendations for changes in line with current, and future industry related requirements.

Duties & Responsibilities
Include but not limited to:

• Leading the monitoring of operations of the NMS(s)/NOC 24/7; utilizing best practice operational processes with the aim of achieving service assurance and optimal customer experience.
• Ensure proper analysis of network alarms to enable clear interpretation of issues.
• Supervise the constant documentation of provisioned links in the database.
• Coordinate the generation of network availability and performance on daily/weekly/monthly basis.
• Ensure reconciliation of Service Level Agreement (SLA) indices with customers.
• Ensure trouble tickets are generated with details whenever there is an incident on the network.
• Escalation of incident to field team and necessary stakeholders immediately an outage occurs.
• Responsible for coordinating and sending out mails to clients.
• Responsible for the efficient management of customer complaints and escalation as may be appropriate.
• Manage communication with field support engineers and other third party stakeholders on the SLA/KPI fulfillment.
• Monitor and ultimately ensure service restoration in concordance with terms of SLA on services.
• Foster relationships with various departments within Phase3; build customer trust by constant engagement and support, manage downtimes and negotiate conflicts (with a technical focus)

Educational Qualification & Experience

• Degree in Electrical Engineering /Telecommunication/Computer Science /Computer Engineering or equivalent.
• Minimum of seven years experience with at least three of these spent managing a NOC in a medium to large sized organization.
• Experience as a team lead.

Key Skills and Attributes:

• Significant proven experience in a similar role with an ISP or telecom organization.
• Knowledge of network performance/configuration parameters and their interpretation and use.
• Strong customer relationship management skills.
• Ability to manage and lead a team.
• Dynamic and creative as well as able to assimilate quickly and act decisively.
• Professional and positive work approach.
• Strong verbal, written and interpersonal communication skills that are comprehensible for a varied audience.

Note

• Applications not sent in line with stated guidelines will be disregarded.
• We value all applicants but due to the large volume of applications, we will only be able to respond to applications which meet the minimum requirement.