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.

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

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Purpose of the Job (Brief)

• Reporting to the Team Lead Quality Assurance and Control in the Infrastructure Division of ipNX, the Quality Assurance and Control Officer will be responsible for the Outside Plant Quality Checks
• You will be responsible for the Direct Field Quality Checks and snags reporting and clearing for all Project Deployment and Operations Activities in the Outside Plant and provide the necessary escalations to the HOD Infrastructure Quality when required.
• You will aid the Team Lead Quality Assurance and Control to provide up to date statuses of quality audits and acceptance testing of completed and on going projects within the Infrastructure Division
• You are tasked with ensuring high levels of customer satisfaction and operational excellence during all levels of engagements with customers and stakeholders, proactively providing support and input when required.
• In addition to the above, You are also required to build capacity and develop teams working with you.

Deliverables (Maximum 5-6 key responsibilities)
Expected Key Results (Detailed KPIs)

Key Activities:
Network Infrastructure:

• Carry Out Spot checks on all Project Deployment and Operations Activities within the Division as required by the Division. These checks include snag lists and snag clearing.
• Escalate all standards and specifications issues noted in the field to the QA/QC Analyst for further actions
• Provide the necessary field interpretations of the ipNX standards and specifications during project initiation stages.

Internal:

• Provide weekly quality status reporting on all on going projects and operations activities within the Division
• Provide Quality Assurance of all assigned Survey Contractors work and makes the necessary recommendations.

Asset Management:

• Updates all As Maintained Records for the Division

People Management:
Training:

• Build and maintain a healthy relationship with enterprise customers and stakeholders during all audit and quality related activities
• Drive internal and external training initiatives for team members.

Educational Qualifications & Functional Skills

• Education: B.Eng in Civil Engineering or Electrical Engineering
• Professional Certifications: CFOT is an added advantage
• Technical: Good Knowledge of Fiber Turnkey Deployments and Civil Works and Materials standards
• Technology: Conversant with Microsoft Office Tools, AutoCAD/Visio, A good knowledge of GIS will be an added advantage
• Communication: Excellent Communication and Presentation Skills.

Work Experience:

• 3 years experience in Turnkey Fiber Deployment and Civil Works standards and specifications
• Good understanding of Microsoft Office Suite including MS Project
• Conversant with the Use of CAD and GIS

Other Requirements:

• Hardworking and Tenacious
• Resilience
• Action orientation
• Tech Savvy
• Result Driven
• Excellent Decision Quality
• Attention to Detail
• Problem Solving
• Analytical
• Ability to work with teams
• Customer Focus

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Deliverables
Expected Key Results:

• Successfully manage Data Centre layout and Environment

Key Activities

• Ensure adequate management of all data centre operations by adhering to all set Service Level Agreements on all Key Performance Indicators.
• Negotiate with Service providers, ensuring delivery of efficiencies
• Capacity and Property Management and cost savings as well as conducting capacity planning, general capacity reviews, driving infrastructure efficiencies across the various
• Implementation of heat and smoke detection and fire suppression to fully achieve efficiencies and compliance to IPNX standards
• Ensure adequate cooling and power availability at all Data Centres, Collocated sites and all Central Office locations.
• Ensure 99.5% power and cooling availability across board.
• Ensure adequate review and sign-off of all collocation and facility contracts; ensuring favourable clauses apply for ipNX.
• Ensure effective engagement of all collocation service contracts and enforcing all penalty clauses when and where required.
• Organise and ensure monthly governance meetings with service providers to review performance and point out areas of improvement and ensure corrections are made where necessary.
• Proactively detect and proffer solutions that would enhance the operations of all data centres.
• Drive the setup, supply and installation of air conditioning, fire defense and power reticulation for new Central Office builds in line with specified project delivery timeline.
• Ensure efficient contractor management, ensuring all contractors achieve service delivery in line with specified contract terms.
• Provide governance and adequate over-sight on the performance of all service delivery in line with the contracts agreements.
• Ensure adequate and timely processing of all contractor payments and ensuring payments are made as at when due.
• Ensure strict adherence to Infrastructure division Contractor Management Index and ensure there are no cases of contractors 'downing tools' due to lack of payment.
• Ensure timely delivery of all customer services at the data centres.
• Ensure that there is a process in place to review risk assessments and method statements for work delivered as part of the facilities management service
• Ensure adequate monitoring of all POP sites, Data centres and Central office sites to proactively detect and resolve faults in order to avert avoidable outages
• Drive end-to-end processes and procedures to manage Network infrastructure capacities and capabilities
• Plan and execute maintenance of Network infrastructure and physical property, including management of leases, contracts and statutory/ regulatory
• Management of site acquisition agents to ensure timely acquisition and preparations of lease agreements for site rollout
• Ensure legislative and statutory compliance of assets and services are maintained, including Schedule examinations, inspections and monitoring
• 4 Work with Head of Tx/Core & Facilities and key stakeholders to approve the planning structure, identification of the roles of certain individuals, necessary teams responsible for developing and executing the business continuity plan, and prioritizes critical business operations
• Implement a carefully planned and detailed business operations that will include identifying all possible threats and risks, recovery processes which are already in place by the organization, and appropriate response to the disruption by teams that are knowledgeable in their area of responsibility and in the event of relocation to an alternate facility
• Ensure quality assurance and is performed both on the internal and external level to ensure effectiveness in the event of disruption of services
• Stakeholder Proactively identify opportunities for technical and business management and process improvement and innovation, developing business Disaster Recovery Plan cases and Investment Papers where required (DCP) •
• Control and operational management of the partners to deliver optimal end-to-end network availability and KPI target
• Provide engineering support and participate in investigations of incidents relating to failure of any infrastructure
• Hold contractors to be accountable, ensuring that assets are suitably managed and maintained in accordance with their contract and legalisation, undertaking PPMs, proactive and reactive maintenance
• Support the implementation of a Disaster Recovery Plan for infrastructure facilities and ensure the processes used for facilitating recovery are more flexible, context based and collaborative
• Activate and coordinate a Disaster Recovery Plan (DCP) support function and processes that are scalable and based on demonstrated recovery needs
• Timely issue
• Managing asset faults in a timely manner, and communicating management of reassurance to key stakeholders, end user groups, and senior facilities leadership alike

Key competencies:

• Ensure the provision of innovative ideas and solutions enabling service improvements throughout the company's Facilities
• Ensure best value and cost effective solutions relating to the provision of the Facilities and IPNX delivery model including that of the outsourced vendor service partner provisions
• Support building tours with regional teams / outsourced vendor partners to ensure issues are noted, duly recorded and followed up
• Document and present the completed outcome of issues including any corrective actions to ensure that the buildings and all associated areas of the sites are maintained to a high standard
• Ensure the regular update of central records surrounding space utilisation and occupancy levels including surveys surrounding utilisation

Educational Qualifications & Functional Skills

• University Degree in Telecommunications / Electrical Electronics Engineering/Computer Science (2.2/Upper Credit Minimum)
• Hands-on expertise in many disparate technologies, typically ranging from front-end user interfaces through to back-end systems and all points in between
• 3+ years' experience in Telecommunications Operations management
• 3+ years' in operation support, installations and commissioning
• Proven experience of working with multiple suppliers/vendors/ partners
• Advanced knowledge of mobile telecommunications network architecture/technologies
• Sound understanding of project management
• Proficient at report writing, creating and presenting presentations
• Strong communicator and able to clearly articulate complex issues and technologies.
• Ability to propose systems design and configuration improvements
• Curious and exposure in new and emerging technologies
• Negotiation, facilitation and consensus building skills
• Ability to work independently, be self-motivated and handle multiple priorities
• Capable of supporting hundreds of systems both virtual and physical
• Ability to plan, organize and document complex system designs
• High attention to details and strong ability to resolve systems issues
• Good communicator and able to clearly articulate complex issues and technologies
• Advanced knowledge of mobile telecommunications network architecture/technologies
• Sound understanding of project management
• Knowledge of Data Centre management will be an advantage

Work Experience and Other Requirements:

• At least 4years' experience in Customer Focus, Telecommunications Operations management, Tech savvy
• Minimum of 4+ years' in operation support
• Action orientation installations and commissioning Drive results
• Proven experience of working with multiple
• Cultivate Innovation suppliers/vendors/ partners
• Ability to optimize work processes
• Experience of supporting a business contract
• Resilience and/or providing support to a professional
• Self-Development function
• Nimble Learning
• Significant experience in developing and
• Ensures Accountability implementing new FM strategy, plans and
• Develops Talent systems
• Drives Engagement
• Experience of Safety Management systems
• Drives Vision & Purpose
• Experience in writing Asset Management
• Excellent Decision Quality Strategy, processes, procedures, Business Cases and Strategy Papers
• Strong ability to collaborate with peers and stakeholders around system designs, capacity, road maps and resource allocation
• Significance leadership experience in the planning and delivery of building and services maintenance
• Experience working in the Telecommunications industry with a track record of technical achievement
• Experience with large scale infrastructure automation
• Knowledge and understanding of the Nigerian and global Information Technology Industry especially Telecommunications
• Strong experience as a line manager and a coach leading diverse teams