Airtel Nigeria Job for an NOC Operations and Incident Manager - Enterprise Customer
Airtel Nigeria (Airtel Networks Limited), a leading mobile
telecommunication services provider in Nigeria and a member of Airtel
Africa Group, is committed to providing innovative, exciting,
affordable
and quality mobile services to Nigerians, giving them the freedom to
communicate, rise above their daily challenges and drive economic and
social development. The company made history on August 5, 2001 by
becoming the first telecoms operator to launch commercial GSM services
in Nigeria and has scored a series of many "firsts" in the highly
competitive Nigerian telecommunications market including the first to
introduce toll-free 24-hour customer care; first to launch service in
all the six geo-political zones in the country; first to introduce
affordable recharge denominations; first to introduce monthly free SMS
and first to introduce monthly airtime bonus.
A truly innovative company, Airtel has showed resilience, charting new
paths in meeting the demands and needs of its esteemed stakeholders and
enhancing distribution as well as providing affordable services to
empower more Nigerians.
We are recruiting to fill the position of:
Job Title: NOC Operations and Incident Manager - Enterprise Customer
Location: Lagos
Job Description
- This is a vital position to support Enterprise Business with in-life customer, SLA & fault management & resolution.
- He/She would be responsible for Vendor management and ensuring that MTTR is kept to the barest minimum.
- It is also expected that the ideal candidate should also be
hands on in transmission and IP to ensure He/She is able to connect the
dots as it relates to customer solution.
Key Accoutnabilities
Expected End Results:
- Incident Management Process
- Database of incidents generation, maintenance & creating MIS reports
- Develop and manage NOC operations for Enterprise Customers
- Technical knowledge of transmission, IP & Enterprise networks – Architecture, Operations and NOC
- Complaint logging & Tracking
- Meeting SLA as per criticality of incident
Supporting Activities:
- Develop and Supervise NOC operations for enterprise customers
- Monitor the Enterprise network performance 24x7
- Creating and developing the database of incidents with the
solution / actions required to make systems and process efficient. This
database can be used to training NOC teams also.
- MIS for senior management
- Generate & circulate regular reports for enterprise
customers – these reports should include at least usage, outages, RCAs
of failures and specific incidents
- Regular meetings with partners
- Hands on Transmission & IP investigation when required
- Informing about the incident with impact and resolution time to
all the stakeholders (internal & External) as per the escalation
matrix.
- Regular updates (normally hourly) of the incident resolution
- Following up with NOC and support teams till closure of the incident.
- Each incident should be closed individually with the affected customer.
- Take proactive actions in case of failures and service degradations of individual customer. Inform the customer about it.
- Prepare the Incident Management process for Enterprise customer complaints
- Implement the Incident Management process and adhere to it.
- Acknowledging Complaint and assigning a trouble ticket.
- Define the criticality of the incident as Critical, Major or minor as soon as an incident is reported.
- Each incident should be closed with the RCA and actions should
be taken to implement the recommendations from RCA to avoid repeat
failure of the similar nature.
- Generating and circulating the incident report weekly and monthly or as required.
Desired Skills and Experience
Educational Qualifications & Functional / Technical Skills
- Bachelor of Engineering Degree
- Sound knowledge of NOC operations and incident management for enterprise customers
- Analytical and Presentation skills
Relevant Experience:
- Minimum 3 years relevant experience in NOC operations, transmission operations and incident management
- 3 years in various aspects of enterprise networks i.e. implementations & operations
Behavioural:
- Entrepreneurial disposition in decision making and managing resources
- Logical decision making abilities
- Ability to motivate and lead both internal and external partners
- Impeccable integrity and character
- Go-getter
- Flexible and dedicated
- Ability to innovate and deliver value to business
- Ability to manage an outsourcing partner to effectively deliver on SLAs
How to Apply
Interested and qualified candidates should:
Click here to apply online