Supervise maintenance of and ensure full compliance with all Main One’s NOC processes and procedures.
Ensure that all escalated IP related tickets are resolved within agreed timelines and handled professionally
Provide adequate support and requisite input to IP planning and technical sales teams
Oversee proper technical documentation of all network events throughout normal/shift cycle or operations.
Supervise network support related telephone calls and interface with internal/external customers on operational issues and related network events, using Main One’s standard operating procedures.
Oversee and ensure daily and weekly management reports on network events and activities as well as tracking escalations and other key performance indicators.
Implement change requests as per business needs on network equipment like routers switches, firewalls etc
Ensure all applications for monitoring the IPNGN network are up to date and functional.
Ensure all customer SLAs are met.
The IPNOC Supervisor will supervise and be responsible for the first line network monitoring, surveillance and fault management support on the elements and components of the Main One network, using various network management and trouble ticketing systems. Specifically, the IPNOC Supervisor’ responsibility includes
Supervise monitoring of Main One’s network providing specific update, status and performance of all network components, capacity services etc.
Handle escalated trouble calls and work closely with engineering, NOC, and customer engineers to resolve service issues
Troubleshoot network architecture, design and implementation hardware and software to ensure overall network performance
Will ensure Identification and provision of at least first line support on all faults on the Main One network in accordance with the Company’s standard operating procedure for fault escalation and management.
Competencies :
Able to use initiative to tackle a broad range of problems, while still following procedures and processes.
Strong diagnostic, analysis and problem resolution skills with a flexible approach to problem solving.
Capable of multi-tasking, good time management and prioritization of workload.
Analytical skills and able to collate and interpret data from various sources.
Actively encourage strong working relationships with other teams.
Technical documentation skills
Good understanding of Main One’s products and processes
Eager and quick to learn
Strong experience configuring and troubleshooting Cisco routers and switches
Cisco IOS/IOS XR experience will be an added advantage
Familiarity with TAC case management and escalation process
Strong understanding of a process driven environment
Degree in Computer Science or in a related discipline.
5-8 years’ experience.
CCNP , CCIP, CCSP certification or equivalent experience
CCIE Certified - will be an added advantage.
Job Demands
Can do’ attitude.
Willingness to work round the clock when required, and meet tight deadlines
Travel within and out of the country at short notice.
Good research skills
Work well within a busy team and handle a wide range of issues.
Assess and priorities faults and respond or escalate accordingly.
Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
Actively seeks ways of improving existing systems and processes.
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