For 15 years we have been building and managing telecommunications towers that are the essential backbone of mobile telecommunications in Africa - the leapfrog technology driving economic development, prosperity and self-sufficiency across the continent. Right now, IHS is leading a new telecoms service sector driven by the growth of middle class business and consumer demand for mobile and data. We are the partner of choice for Africa’s and the world’s leading network operators because they demand the widest reach and highest reliability for their customers, and the highest standards of governance and operational excellence for themselves. Our long-term contracts and strong sustainable cash flows mean IHS is a unique, low risk entry point for investment in Africa. Over the last four years, IHS has brought over US$5 billion of investment to the continent. Our belief is that the future economic and social development of Africa will be exponentially accelerated by mobile connectivity, and our team of over 1,000 engineers in five countries is focused on making this happen. We are committed to developing our people and the communities we serve, and to help people and businesses across the region build a powerful, prosperous future - by Africa and for Africa. IHS is Africa’s leading mobile infrastructure company. Founded in 2001 by an experienced team of engineers and business people, IHS serves clients responsibly in the building and managing of effective telecommunications infrastructure and by employing the highest quality people, services and equipment.
Job Description
- As Team Leader, Network Surveillance, you will ensure assigned team effectively and efficiently carries out detection, analysis, troubleshooting, escalation, and resolution of all alarms, outages, and/ or faults on the network.
Key Roles & Responsibilities
- Foster an enabling environment in which team-members promptly and effectively react to all network-related faults per shift.
- Coordinate activities and outputs of team-members, including providing on-the-job training/ guidance, ensuring strict compliance to escalation procedures, and monitoring performance based on set objectives.
- Review individual performance of team-members and complete their appraisals in accordance with the company’s performance appraisal procedures and timelines.
- Assist team-members in diagnosing and assigning difficult network problems.
- Provide inputs in identifying team-members’ training requirements and knowledge gaps.
- Ensure that team-members appropriate capture all incidents and updates on the company’s ticketing application.
- Escalate to and/ or follow up with Field Operations Team Leaders, Regional Technical Operations Managers, and Regional NOC Manager on trouble tickets and other outstanding faults (problems) for timely resolution.
- Action all alarms and trouble tickets and ensure adherence to procedures.
- Monitor the status and progress towards resolution of all opened tickets.
- Provide critical data such as client support processes, procedures and workflows into the NOC knowledge base.
- Continuously search for innovative ways to improve quality of service to both internal and external customers.
- Effectively coordinate team-members on shift, monitoring allocated portfolio and promptly reacting to and closing all network-related faults accordingly.
- Ensure regular network update reports from the team are provided to relevant units.
- Champion initiatives to automate all routine processes aimed at boosting efficiency.
- Promote communication between colleagues for the benefit of information flow and to curb any problems that may arise.
- Prepare and submit reports to the Regional NOC Manager on all matters relating to assigned team activities and performance.
- Perform other tasks and duties as assigned by the Regional NOC Manager.
Functional Competencies:
- Fault Management & Root-Cause Analysis
- Network Monitoring/ Availability/ Service Uptime Management
- Network Tools Admin/ Management
- Service Level Management
- Data Analysis & Reporting
Behavioural Competencies:
- Collaboration & Teamwork
- Workload Management
Qualifications
- Bachelor’s degree in Computer Science, Telecommunications Engineering, or any related discipline.
- Professional certifications such as CCNA, CCNP, etc, will be an asset.
- +7 years’ relevant experience in the telecoms industry.
Method of Application
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