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
- Working for Open Access Technical Services (OATS) to manage NOC services for Open Access Metro (OAM). Lead a NOC shift team to provide first level support for OAM and partner networks, identify incidents through pro-active monitoring and manage planned engineer works.
Key Duties & Responsibilities
- Manage the NOC shift teams, cover for Director Operations when required
- Prepare NOC report and lead shift leader meetings and improvement planning
- Interface point for other operations centres 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
- Manage incident management, trouble shooting and resolution of network issues
- Respond to and manage escalations and notifications
- Work with field resource management and 3rd party contractors to ensure efficient operations
- Oversight to ensure all network tickets have correct closure data
- Use of and ensuring data integrity of systems
- Manage competency, develop coach and train employees, clients and contractors lead the development of training materials, undertake regular and end of year appraisals and one to one sessions
- Oversight and approval of planned engineering works, including technical method of procedure
- Respond to network concerns, issues, challenges escalated to NOC management
- Oversight of and auditing of records, configuration / restoration
- Manage and maintain 24/7 roster including approving leave and ensuring adequate cover
- Develop and manage ad hoc reports as needed
- Manage and approve reports, manage problems and improvement plans
- Assist other departments and perform various projects as needed
- Adhere to all company policies and procedures, ensure health & safety and cyber security compliance
- Cover for WIOCC Group and other OATS managed operations centres
Experience & Skills
- Requires minimum of 7 years’ experience in telecom industry including experience in NOC / NMC
- Knowledge of various platforms including GPON, Fibre, 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 summarise 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
- 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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