Cloud Support Officer at MainOne

MainOne is a leading provider of innovative telecom services and network solutions for businesses in West Africa. Our world-class infrastructure enhances the productivity and profitability of our customers. Since its launch in 2010, MainOne has developed a reputation for highly reliable services to become the preferred provider of wholesale Internet services to major telecom operators, ISPs, government agencies, large enterprises, and educational institutions in West Africa MainOne’s world class submarine cable system running down the coast of West Africa, state of the art IP NGN network, growing regional and metro terrestrial fiber optic networks, and data center facilities enable broadband services for businesses needing critical connectivity solutions in West Africa. Our network is interconnected and peers with leading operators and internet exchanges worldwide to provide global reach to our customers.

Responsibilities

The Cloud Support Officer will be responsible for providing first level support to MainOne Cloud & Managed services customers in line with customer SLA requirement. Other responsibilities include;

• Respond to operational requests with Work Breakdown Schedules (WBS) or implementation plan
• Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
• Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions.
• Provide  timely support to internal and external customers
• Prepare documentations and reports as required
• Provide support to Customers on escalations
• Open support ticket, update and close them accurately
• Identify, recommend, and implement potential improvements to service efficiency.
• Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality, up-to-date documentation exists for all service arrangements
• Work with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects.

Qualifications, Skills & Competencies

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Experience with Microsoft public, hybrid and private cloud
• Technical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling.
• Experience working with Windows/Linux operating systems
• Minimum of 2 years’ experience working with Microsoft system centre 2012 or later versions
• Minimum of 2 years’ experience in a virtualization & cloud environment.
• Strong Cloud experience skills (AWS or Azure)
• Powershell scripting experience will be an added advantage
• Networking experience will be an added advantage.
• Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills
• Ability to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project delivery
• Good understanding of networking in a cloud-based environment
• Problem solving skills
• Prioritizing skills
• Troubleshooting skills

Demands of the Job

• Ability to take ownership
• High level of initiative and creativity in discharging assigned tasks.
• Ability to work under pressure
• Ability and willingness to work long hours and meet tight deadlines when required.

Method of Application