Team Lead - Network Monitoring Centre at IpNX Nigeria Limited

ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provides a range of communications and IT services to Corporate organizations within Nigeria on its IP (Internet Protocol) based communications network using both radio and satellite communications technologies. As part of its growth strategy, ipNX seeks to also extend its services to small and medium sized businesses and residential customers. In the long term, ipNX has determined that it needs also to have a strategic presence in the wire line market to ensure that we will be able to provide future services, which require high bandwidth in the last mile.

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 ensure 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 are not limited to:

• Responsible for managing and coordinating the NOC team to ensure that the systems run 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 efficiently and effectively.
• 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 & advises 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.
• Run a 247365 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 persons, units, and organizations responsible.
• Liaise with the Outside Plant Supervisors 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 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 complaints/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.

Educational Qualifications & Functional Skills

• B.Sc / B.Eng in Computer Science / Computer Engineering / Electrical / Electronics Engineering.
• 3 – 6 years work experience.
• 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.
• A hands-on experience with the following is a must: Routing, Switching, and GPON Technology.
• 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.

Method of Application