NOC Manager (OAM) at WIOCC Nigeria Limited

Job Objective

Working for Open Access Technical Services (OATS) to manage NOC services for Open Access Metro (OAM). Lead a NOC shift team to provide first-level support for OAM and partner networks, identify incidents through proactive monitoring and manage planned engineer works. To be acknowledged as the NOC champion ensuring high levels of availability and performance.

Key Duties & Responsibilities

• Manage the NOC shift teams, cover for Director Operations when required
• Prepare NOC report and lead shift leader meetings and improvement planning
• Interface point for other operations centres and partners achieving high levels of satisfaction
• Lead the proactive monitoring alarm management systems for events, create, own and manage trouble tickets to successful resolution, lead supplier incident management
• Manage incident management, troubleshooting and resolution of network issues
• Respond to and manage escalations and notifications
• Work with field resource management and 3rd party contractors to ensure efficient operations
• Oversight to ensure all network tickets have correct closure data
• Use of and ensuring data integrity of systems
• Manage competency, develop coach and train employees, clients and contractors lead the development of training materials, undertake regular and end of year appraisals and one to one sessions
• Oversight and approval of planned engineering works, including technical method of procedure
• Respond to network concerns, issues, challenges escalated to NOC management
• Oversight of and auditing of records, configuration / restoration
• Manage and maintain 24/7 roster including approving leave and ensuring adequate cover
• Develop and manage ad hoc reports as needed
• Manage and approve reports, manage problems and improvement plans
• Assist other departments and perform various projects as needed
• Adhere to all company policies and procedures, ensure health & safety and cyber security compliance

Experience & Skills

• Requires a minimum of 7 years experience in the telecom industry including experience in NOC / NMC
• Knowledge of various platforms including GPON, Fibre, Data (Ethernet, IP/MPLS)
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Excellent communications and soft skills, including ability to listen to  summarise and to concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personnel excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required