Jobs at IpNX Nigeria Limited

Purpose of the Job

• The Network Services Engineer is responsible for pro-actively performing network fulfilment activities across all network products. Assists in troubleshooting customer impacting issues affected by the fulfilment process, diagnose problems and troubleshoot within Data Centre/LAN/WAN/Wireless, or Firewall/Load Balancing/Threat Protection. Providing design and implementation according to best practices and standards and assist in deploying and supporting Network services and Security for clients.

Deliverables
Expected Key Results Key Activities:

• Network Service Monitoring
• Maintain platform for network service usage; gathering monitoring statistics.
• Engage in routine preventative procedures and maintaining and monitoring network security i.e Firewall, switches.
• Proactively monitor and report infrastructure capacity including bandwidth, storage etc.
• Provide capacity usage information to facilitate capacity planning.
• Work to diagnose and resolve critical, escalated issues in line with appropriate process and information provided.
• Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.

Network Service Support Analysis:

• Conduct service support analysis that will identify stretching objectives, drive improvements and deliver benefits in supporting customers whilst maintaining ipNX’s values.
• Maintain inventories of hardware, software and peripherals across the desktop estate; along with domain account information including rights, security and access groups.
• Analyze user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and ensure work continuity.
• Carryout network service revamp and redesign for both prospective/existing customers.
• Analyzing and resolving faults, monitoring network environments and ensuring that all equipments comply with industry standards.
• Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
• Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
• Provide technical support for the network surveillance, provisioning, installation and repair of infrastructures, sales, sales engineering, and marketing departments.

Network Service Management:

• Administer and support server and network infrastructure and log and follow-up issues with vendors.
• Monitor and analyze system trends in the operational environment to ensure network availability.
• Perform health system checks on areas of responsibility.
• Record, track and document the Service Desk incident solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Work with suppliers where necessary to ensure SLAs are met in line with customer expectation.
• Ensure documentation and optimal utilization of turnaround time on customer issues from identifying a fix through to resolution.
• Monitor network performance and investigate anomalies in the system and resolve issue.
• Optimize network uptime and promptly repair network failures.
• Log all network incidents and Service Requests on the Service Management solution and, where appropriate, escalate any issue to third line support in a timely manner.
• Customer Service
• Plan, write and maintain documentation regarding services that are provided to customers, put together and actively engage customers around end user documentation that will help drive collaboration of our Tech offerings to our customers.
• Track, monitor and progress support calls and tickets (incidents) and problem records to ensure timely resolution and excellent customer service.
• Conduct periodic trainings for customers on Voice Network and Security.
• Provide advisory support to customers on network topology best practice and support implementation.
• Pro-actively monitor, support, prevent problems, maintain, upgrade and fix associated services in accordance with service level agreements.
• Log and report documents of customer and employee queries.
• Reinforce SLAs to manage customer expectations and provide suggestions for continual improvement.
• Perform Monitoring, Backup and Recovery Procedures
• Implement controls to provide security for operating systems, software, and data.
• Maintain technical documentation and database information for the all networks and circuits.
• Manage maintenance and repair programs, making sure systems don't break down.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Review and provide feedback on improving supportability and applicability of workarounds.
• Assists in User Acceptance Testing to ensure system enhancements are effective.
• Test fixes to ensure problems are adequately resolved
• Ensure new equipment meets regulatory and client requirements.
• Ensure system performance, such as network traffic, security, and capacity.
• Monitor network performance and investigate anomalies in the system and resolve issues.
• Monitor call queue for incidents ensuring all issues raised are dealt with in an effective & efficient manner, where possible ensuring these incidents do not breach agreed SLA.
• Optimize network uptime and promptly repair network failures.
• Stakeholder Management
• Work closely with Customer Experience and Sales team on customer engagement/enhancement.
• Be aware of the technologies, ITIL & ISO processes and procedures in use within and adhere to local and regional operational standards.
• Monitor the field work of internal ipNX’s teams and external vendors.
• Provide Level 2/3 support and troubleshooting to resolving issues.
• Create and deliver network designs and customer solutions based on a set of requirements.
• Communicate customer issues to promptly inform progress, driving issues through to resolution, offering mitigations where applicable.

Key competencies
Educational Qualifications & Functional Skills

• Bachelor's Degree in Computer Science, Computer Engineering, MIS, Electrical Engineering or other technical disciplines
• Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE
• Requires strong knowledge of Cisco routers and switches and of firewalls and web filtering solutions
• Keen interest in emerging technologies Cloud, SD-WAN
• Good verbal and written communication skills required for interaction with business-users.
• Strong problem-solving skills required for technical issue resolution.
• Organized and structured work habits
• Strong personal time management to coordinate several tasks simultaneously
• Ability to confidently communicate with personnel at all levels of the organization.
• Extensive technical knowledge deploying and managing network and infrastructure environment
• Well organized, articulate and has numerate skills
• Knowledge of network hardware configuration and management, including routers, firewalls,
• switches etc.
• Ability to quickly learn, understand, and work with new emerging technologies, methodologies and
• solutions in the cloud/IT technology space
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up
• assumptions and develop business cases
• Have an entrepreneurial spirit
• Pre-Sales & Post-Sales Management
• Demonstrable communication, interpersonal and relationship management skills
• Environmental / Industry analysis
• Documentation and Strategic planning skills
• Excellent communication skills
• Project management skills also desirable

Work Experience:

• 5 years plus experience with Fiber to the Home (FTTH) infrastructure, and experience in construction on new outside and inside plant (OSP/ISP) fiber infrastructure.
• Experience with basic configurations of enterprise or carrier grade networking equipment such as routers, switches, firewalls, encoders, optics, and Dense Wavelength Division Multiplexing (DWDM)
• Working knowledge of health, safety, and environmental protection practices and procedures as they apply to common construction processes
• Experience working within a Service Provider environment on the core network architecture
• Experience working within a multi-vendor network environment – Cisco etc
• Good experience of incident resolution, requests, changes and problem-solving activities delivered to agreed SLAs in an enterprise organisation
• Extensive experience interacting with clients in both pre- and post-sales capacities
• Experience using data to illustrate business conclusions
• Experience working in a Service Provider environment and providing technical support to end customer solutions
• Knowledge and understanding of the Nigerian and global Information Technology Industry especially Telecommunications

Other Requirements:

• Customer Focus
• Tech-savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality

Dimensions:

• Financial Dimensions:
• Budget:
• PO Approval:
• Other Dimensions:
• No. of vendors:
• No. of direct reports:
• Impact of position

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Purpose of the Job (Brief)

• The IT Infrastructure Lead is responsible for managing the overall IT infrastructure. This includes hardware, software, networking, and security systems. The primary role is to ensure the reliability, security, and scalability of an organization's IT infrastructure to meet the needs of the business.
• Deliverables (Maximum 5-6 key responsibilities)
• This section requires the top five accountabilities that role is to deliver own. Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.

Expected Key Results (Detailed KPIs)
Key Activities:
System Availability:
This KPI measures the percentage of time that critical systems are available and operational. The key activities associated with this KPI include:

• Developing and implementing strategies to ensure high availability of critical systems
• Monitoring system uptime and downtime
• Implementing backup and recovery procedures to ensure data is not lost in case of system failure
• Conducting regular system maintenance to ensure optimal performance
• Implementing automated system monitoring tools to proactively identify potential issues
• Security
• This KPI measures the effectiveness of security measures in protecting the organization's data and systems.

The key activities associated with this KPI include:

• Developing and implementing security policies and procedures
• Monitoring security logs and conducting regular vulnerability assessments
• Implementing and managing access controls and authentication mechanisms
• Conducting security awareness training for employees
• Responding to security incidents and conducting post-incident reviews

Cost Optimization:
This KPI measures the effectiveness of IT infrastructure spending in achieving business objectives. The key activities associated with this KPI include:

• Developing and implementing a cost optimization strategy for IT infrastructure
• Conducting regular reviews of IT infrastructure spending and identifying cost-saving opportunities
• Negotiating contracts with vendors and service providers to ensure favorable terms
• Managing hardware and software inventory to minimize waste and maximize efficiency
• Implementing automation tools to reduce manual labor and optimize resource utilization

User Satisfaction:
This KPI measures the satisfaction of end-users with IT infrastructure services. The key activities associated with this KPI include:

• Conducting regular surveys to gather user feedback
• Analyzing user feedback to identify areas for improvement
• Developing and implementing user-focused IT infrastructure services
• Providing training and support to end-users to ensure they can effectively use IT infrastructure services
• Establishing communication channels to receive user feedback and respond to issues in a timely manner

Leadership:

• Provide Leadership for the IT infrastructure team.
• Demonstrate (Key competencies)

Educational Qualifications & Functional Skills

• University Degree in Project Management, Business Administration, Computer Science, Information Technology or a related field (2.1)
• Post Graduate Degree (MBA, M.Sc., etc.) an added advantage
• Possession of professional certification is essential

Work Experience:

• Minimum of 5 years of experience in IT infrastructure management, with a track record of success in managing complex environments.
• Experience in leading and managing teams, with a focus on developing and motivating team members to achieve goals.
• Excellent knowledge of Linux/Unix Systems and Administration
• Strong technical skills in areas such as networking, security, system administration, and cloud computing.
• Experience in developing and implementing IT infrastructure strategies that align with business goals and objectives.
• Proven ability to manage large-scale IT infrastructure projects, from planning and design to implementation and support.
• Experience in vendor management, including negotiating contracts and managing vendor relationships.
• Knowledge of industry best practices and emerging trends in IT infrastructure management.
• Experience in developing and implementing IT policies and procedures to ensure compliance with regulatory requirements.

Other Requirements:

• Customer Focus
• Tech-savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning

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Purpose of the Job

• provides supervision of all first-level active and passive on-site and off-site technical support for all ipNX infrastructure, including fibre backbone, FTTx, wireless networks, inside and outside plant infrastructure, among others.
• To consistently provide high-quality customer service and support while ensuring customer satisfaction.
• To proffer innovative solutions to various network problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of systems / applications / network and stays abreast of new technologies emerging in the industry. 

Deliverables

• Working closely with the Infrastructure team.The primary duties and responsibilities will include but not limited to:
• Responsible for managing and coordinating the NOC team. The main aim for this coordination is to ensure that the systems runs efficiently without interruption.
• The NMC Lead must keep upper management informed about what is happening on the infrastructure.
• NMC Lead oversees the work of NOC and FTTx Backend engineers to ensure that system requirements have been properly implemented and procedures carefully followed.
• Responsible for informing Management, partners and peers about service performance and service availability
• Primarily deals with customers, Co-lo providers, engineers and the whole technical team
• Coordinates the duty shift table for the NMC operations and carefully allocates staff members (NOC and backend engineers) on different shift duties for ensuring the whole shift works in an efficient and effective manner.

To ensure maximum possible service availability and performance

• Seeks out and develops innovative tools and applications for automation of the systems monitoring operations
• Monitoring of the entire network to identify when defined thresholds are reached and triggers upgrades as required.
• Supervises Incident Management (First Level Support): Identifies the root- cause of customer issue & advice’s on how to resolve the issue. Identifies resources needed to solve the issue and estimates the effort required. Receive, log and take ownership of all faults. Respond
• Run on 24*7*365 network monitoring operation.
• Proactively escalate issues to the Infrastructure team for capacity planning and
• Network optimization
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Liaise with the Outside Plant Supervisiors on updates of progress on link restoration and Incidents reports ensuring they are kept up to date. Dissemination of information regarding corrective maintenance, causes, planned outage period for repair/preventive maintenance.
• Prepare daily incidence summary reports.
• Supervises and approves prepared weekly/monthly link availability reports for
• Backbone, P2P & FTTx.
• Produce periodic error-free link reports in order to inform both management and our customers of service levels achieved and areas of service improvement required.
• Prompt Response to inbound calls and emails
• Follow up on unresolved complaint/ open tickets to closure.
• Timely Escalation/feedback to relevant units.
• Preparing Technical Reports.
• Develop innovative and automated systems for proactive systems monitoring and incident reporting.
• Team building and Development

Requirements

• B.Sc / B.Eng in Computer Science / Computer Engineering / Electrical / Electronics Engineering
• CCNA, CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP
• Network.
• Understanding of iTIL v4 service management
• Excellent business communication skills both verbal and written.

Educational Qualifications & Functional Skills

• A hands-on experience with the following is a must: Routing, Switchig and GPON Technology
• 3 – 6 years work experience.
• Experience with Wired, Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Work Experience:

• Customer Focused
• Hardworking and Tenacious
• Action Orientation
• Tech Savvy
• Result Driven
• Excellent Decision Quality
• Attention to Detail
• Problem-Solving
• Excellent troubleshooting and
• analysis skills
• Impeccable Customer Service
• and Support Skills
• Customer Focus

Other Requirements:

• Dimensions
• Financial Dimensions:
• Budget:
• PO Approval:
• Other Dimensions:
• No. of vendors:
• No. of direct reports: 
• Impact of position
• Impact on customers (Please select one of the options below):