Team Lead - Network Monitor Center at Sigma Consult

Purpose of the Job

• The Team Lead - NMC is responsible for providing innovative solutions to network issues, ensuring customer needs are met, and maintaining smooth infrastructure operations.
• This role oversees the first-level technical support for all infrastructure, including fibre backbone, FTTx, wireless networks, and inside and outside plant infrastructure.
• The ultimate goal is to consistently deliver high-quality customer service and maintain customer satisfaction.

Key Responsibilities

•  Manage and coordinate the NMC team to ensure efficient and uninterrupted system operations.
•  Keep upper management informed about the infrastructures status.
•  Oversee NOC and FTTx Backend engineers to ensure proper implementation of system requirements and adherence to procedures.
•  Communicate service performance and availability to management, partners, and peers.
•  Handle coordination and scheduling of NMC staff for shift duties to ensure optimal operation.
•  Ensure maximum service availability and performance.
•  Develop and implement innovative tools and applications for automating systems monitoring operations.
•  Monitor the network to identify issues and initiate upgrades when thresholds are reached.
•  Supervise Incident Management (First Level Support) by identifying root causes, advising on resolutions, and managing fault logs.
•  Maintain 24/7/365 network monitoring operations.
•  Escalate issues to the Infrastructure team for capacity planning and network optimization.
•  Follow up on unresolved complaints and ensure timely updates on all open tickets.
•  Liaise with Outside Plant Supervisors on link restoration progress and incident reports.
•  Prepare and review daily incident summary reports and weekly/monthly link availability reports.
•  Ensure prompt response to inbound calls and emails, and escalate unresolved issues to relevant units.
•  Prepare technical reports and develop systems for proactive monitoring and incident reporting.
•  Build and develop the NMC team.

Qualifications & Skills

•  Education: B.Sc / B.Eng in Computer Science, Computer Engineering, Electrical / Electronics Engineering.
•  Certifications: CCNA, CCNP (Desired).
•  Technical Skills: Strong knowledge of telecommunications, IP design, GPON technology, and ITIL v4 service management.
•  Experience: 3 6 years of hands-on experience with routing, switching, and GPON technology. Experience with wired, wireless, point-to-point, and point-to-multipoint technologies is desirable.
•  Communication: Excellent verbal and written communication skills.