WIOCC is the leading player in the deployment of carrier-scale, future-proofed network infrastructure into Africa. We have the flexibility and scale to meet the ever-growing demand for reliable, high-speed capacity throughout Africa, driven by end consumers, enterprise users and the ecosystem that supports them. Our policy of continual investment in our network to create Africa�s first, truly hyperscale network infrastructure means ongoing investment for growth, ensuring our readiness to meet the future data volume demands of end users throughout Africa.
Job Objective:
Lead the allocated NMC shift team to provide first-level support for WIOCC and partner networks, identify incidents through proactive monitoring and manage planned engineer works. To be acknowledged as the network assurance champion ensuring high levels of availability and performance.
Key Duties & Responsibilities:
- Lead allocated NMC shift team, act as duty manager when NMC Manager is not available
- Prepare shift handover report and actively participate in shift leader meetings and improvement planning
- Interface point for WIOCC NOC/TAC 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
- Lead incident management, trouble shooting and resolution of first level network issues
- Ensure all network tickets have correct closure data
- Use of and ensuring data integrity of systems
- Lead planned engineering works, including technical method of procedure coordination
- Identify network concerns, issues, challenges and escalate to NMC management
- Maintain accurate records, assist with auditing and data cleansing as directed
- Assist Provisioning to configure & activate services / restoration as directed
- Field operations as required (installation, patching, troubleshooting, testing, inventory)
Qualifications:
- Bachelor’s degree (or equivalent) in a related field
Experience & Skills:
- Requires minimum of 1 years’ experience in telecom industry including experience in service desk or similar fields or a successful intern assignment with WIOCC working on the Service Desk / NOC / NMC
- Knowledge of various platforms around Subsea, Fibre, DWDM, OTN, SDH, 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 and summarize and 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, attention to detail, concise, accurate, urgency, meticulous
- Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required
Method of Application
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