Sigma Consult is a key player in business consulting and advisory services within Nigeria with focus on the healthcare industry. We bridge gaps between inputs and outputs thereby increasing the productivity of its clients.
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.
Method of Application
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