Current Job Vacancies at Alfred & Victoria Associates, 2nd December 2019

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Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs. We are recruiting to fill the positions below:     Job Title: Call Centre Manager Location: Lagos Department: Call Centre Operation Job Purpose

• The Call Centre Manager operates at a business unit level and takes their instructions from the Business Unit Manager.
• The primary responsibility of the Call Centre Manager is to support the performance of day to day operational activities for Call Centre functions and they provide leadership to a group of senior Operations Specialists on the operational management of the business, ensuring delivery of contractual obligations.

Implement operational procedures:

• The Call Centre Manager ensures the implementation of operations in line with the regional operational procedures.
• They ensure that all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation.
• They direct the execution of operating policies to support overall business and company policies and objectives, including adherence to corporate standards and directing performance improvement plans. They identify areas of improvement in systems and process that operation within the center and plan, design and implement actions within the business protocols.

Ensure performance management:

• Call Centre Managers establish performance goals, allocates resources and assesses the policies of senior management within the business unit.
• They set operational and/or performance goals for each team which are aggressive, achievable and linked to long term goals.
• They ensure the delivery of operational performance against contractual requirements and implements new operational services that relate to the achievement of client satisfaction.
• They ensure that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

Client relationships:

• These individuals are excellent at establishing building and maintaining successful working relationships with clients and ensure that all client engagements are managed professionally.
• They manage client escalations and complaints and ensure operational delivery is in line with contractual obligations.
• They participate in and provide input into calibration sessions regarding the customer experience and facilitate regular client satisfaction reviews with the client, identifying areas for client satisfaction improvement and confirming strategic alignment.

Financial management:

• They take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle.
• They contribute to the establishment of an operational budget and manage and administer budget allocation.

People Management:

• The Call Centre Manager acts as people manager for Operations Specialists within the business unit and takes responsibility for the operational management of the team.
• He/she ensures the full utilization of resources and provides leadership and motivates employees towards the fulfilment of the organization’s mission. To achieve this, the Call Centre Manager coaches and develops individuals in the team and takes the lead in critical situations.
• He/she manages work activities and ensures successful completion of processes. These individuals ensure that all human resources policies and procedures are observed and implemented.

Reporting:

• They contribute to the development and distribution of the relevant internal and external reports in line with business unit requirements.
• They analyze business data and identify and highlight trends to the management team and take the relevant action, as and when required. These individuals review current reporting tools and suggest improvements to meet the management information requirements of the business unit.
• They ensure that an account audit trail is kept and that the required change controls are in place.

Behavioral skills:

• These individuals are action orientated and proactive and are flexible in their approach to operational management.
• They display excellent planning and organizing ability and set the example for customer service.
• They display excellent people management and leadership skills coupled with the technical expertise to remain actively involved in the day to day operational activities of the business area.
• They have excellent verbal and written communication skills and can work effectively in a team environment.

Responsibilities:

• Implement operations in line with the regional operational procedures and direct the execution of operating policies to support overall business and company policies and objectives.
• Establish performance goals, allocate resources and assess the policies of senior management to ensure that client SLA’s and contractual agreements are met.
• Establish, build and maintain successful working relationships with clients and manage their escalations and complaints.
• Ensure sustained and profitable growth throughout the contractual lifecycle and establish and manage an operational budget.
• Effectively manage a team of Operations Specialists, their resources, development and overall performance.
• Produce and distribute reports to relevant stakeholders highlighting key metrics to support decision making.

Requirements Experience:

• At least 5 - 8 years’ work experience.
• At least 6 years Call Centre operations management experience

Education:

• Degree.
• Call Centre Management / Business Qualification preferred
• Key skills and competencies:
• Possess a good understanding of Call Centre operations and business policies and procedures.
• Demonstrate an understanding of relevant legislation and service level agreements.
• Display action orientation and a proactive approach.
• Display excellent people management and leadership skills.
• Demonstrate flexibility in approach to operational management.
• Display sound knowledge of business strategic processes.
• Demonstrate good technical expertise.
• Display good verbal and written communication ability.
• Display excellent planning and organizing ability.
• Possess the ability to compile and maintain a budget.

        Job Title: Business Analyst Location: Lagos Job type: Contract (1 Year) Department: IT Reports to: Business Change Manager Supervises: Business Owner Job Purpose

• Business Analyst will work within the STAR programme reporting to Business Change Manager;
• Primary role is to lead and generate process designs which are required to transform key operational areas and processes within IHS Towers as result of adopting a new tower management system which will transform how tower asset are managed with greater efficiency.
• Business Analyst will become a key part of the programme team working in conjunction with the Tower Management vendor to generate key documents leading to new processes, and produce key program artefacts linked with identifying gaps between the “To Be” and “As Is” systems.
• Business Analyst will identify business problems, associated triggers, and business impacts, and elicit detailed business requirements, and identify potential organisational impact
• Business analyst will direction from Business Change Manager Assist with Benefits realisation & tracking.
• Business analyst will work alongside a variety of suppliers and vendors to identify alternative solutions, assesses feasibility, and recommend new approaches during each phase where a change to working practice is identified.

Key Role & Responsibilities

• Business Analyst have the capability to use different tools and techniques for elicitation, analysis, documentation and managing requirements
• Perform traceability of requirements.
• Lead process design work for all processes linked / associated with STAR programme
• Produce Gap Analysis & Change Migration Documents
• Understand & obtain a working knowledge of the “To Be” tower system processes
• Identify business problems, associated triggers, and business impacts
• Business Change Manager with Benefits realisation & tracking
• Maintain stakeholder relationships
• Organise and run process gap analysis workshops
• Produce accurate documents, and summary presentation which is both clear and concise.

Required Experience & Qualifications Qualifications/ Certification:

• Evidence of skilled based qualification relating to process analysis e.g CBAP/ ISEB BCS / Lean / BPM
• Analytical Skills relating to Business Process Modelling (BPM) / Lean methodologies
• Excel, MS Visio

Experience:

• Capable elicitation produce detailed requirements to a high standard.
• Capable of undertaking requirements traceability.
• Familiar with tools & techniques I.e UML, BPMN, Pestile, SWOT,
• Familiar and able to adapt to different methodology Waterfall & Agile.
• Previous experience as a business analyst within Telecoms / Tower background.
• Knowledge of Finance, Commercial, Supply Chain or Logistics.
• Exposure to Benefit Realisations mapping and tracking.
• Have some exposure to large scale transformation project / programme.
• Have strong analytical and numerical skills.
• Have strong innovative thinking and problem solving skills.
• Experience of using Business Process Modelling methodologies to deliver process designs.
• Have strong presentation and interpersonal skills
• Confident communication skills working with stakeholders at various levels is essential.
• Are well organised and deadline driven
• Are a highly motivated team player

Job-Specific Competencies Behavioural Competencies:

• Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes in an efficient manner. Plans, schedules and monitors work to meet time and quality targets.
• Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
• Makes decisions which influence the success of projects and team objectives.
• Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audience.
• Facilitates collaboration between stakeholders who share common objectives.
• Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Participates in external activities related to data modelling
• Takes responsibility for driving own development by actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities. Rapidly absorbs new information and applies it effectively.

      Job Title: Call Centre Team Leader Location: Lagos Department: Call Centre Operations Job Purpose/Description

• The Call Centres Team Leader operate under the direction and guidance of the Call Centres Manager.
• The primary responsibility of the Call Centres Team Leader is to ensure the delivery of excellent customer service by operationally managing a team of Call Centres Agents in the performance of their day to day activities.

People Management:

• The Call Centres Team Leader coaches the team in order to ensure quality of delivery meets the appropriate standard.
• They measure and manage the team to ensure out-offline situations are immediately addressed.
• They communicate information in a timely, accurate and understood manner to all team members.
• They ensure that all Human Resources policies and procedures are implemented and complied with by the team.

Communication and Feedback:

• These individuals conduct team briefing sessions as scheduled by the workforce management team and in line with the weekly focus agenda set by the Operations Managers.
• They ensure regular feedback is given to Agents with regards to action plans that have been agreed to be implemented by the Operations Leadership team and ensure that all relevant business communications are communicated to the team as and when required.

Reporting and Administration:

• These individuals administer weekly time of the Agents, signing off on timesheets on a weekly basis and tracking and accurately updating the operational performance files of each Agent in their team.
• They compile and distribute the relevant business reports to the required stakeholders, reporting on the team’s activities in the relevant forums.

Customer Satisfaction:

• Call Centres Team Leaders respond to and resolve more complex customer queries and deal with extremely volatile situations as and when required, ensuring that these are satisfactorily resolved.
• They drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
• They work to resolve all customer queries that are escalated or are identified as detracting from a positive customer experience and drive team performance on systems and all metrics in accordance with contractual obligations.

Key Roles & Responsibilities

• Effectively manage and coach a team of Call Centres Agents to ensure optimal performance and that “out of line” situations are addressed immediately.
• Conduct team briefing sessions as scheduled by the Workforce management team and ensure that all relevant communication is shared regularly.
• Administer the timekeeping of Agents and update the operational performance files of each Agent.
• Resolve more complex customer queries ensuring resolution and drive team performance on systems and all metrics as contracted.

Requirements Experience:

• At least 5 - 8 years’ work experience.
• At least 5 years’ call centre experience.

Education:

• Diploma
• Call Centre Management Qualification preferred.

Key skills and competencies:

• Demonstrate detailed job knowledge and expertise.
• Possess sound knowledge of the products and services offered by the organization.
• Possess solution and service knowledge.
• Demonstrate problem analysis and solution formulation skills demonstrate learning and service orientation.
• Display attention to detail.
• Possess a professional telephone manner.
• Possess people management skills
• Display good verbal and written communication ability.
• Demonstrate the ability to engage with a variety of stakeholders.

Behavioural skills:

• Call Centres Team Leaders are passionate about customer service.
• They demonstrate excellent written and verbal communication skills and the professional problem-solving ability.
• They demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organization. They are able to coach, mentor and successfully manage and lead a team of individuals to meet organizational and team goals.

      Job Title: Senior Manager Location: Lagos Department: ITaas Implementation Engineer Job Purpose/Description

• The primary objective of the Senior Manager is to ensure the achievement of client-led, business value solutions.
• They will support initiatives to create business value for clients and the successful execution of the strategy driving sales, go-to-market and client engagement and optimise operational execution.

Manage business operations and improve efficiency:

• The Senior Manager will manage business operations to ensure the achievement of goals.
• They will ensure compliance to policies and procedures and execute operating plans that will enable the achievement of the overall service unit strategy.
• This employee will be responsible for management of the budget for the service unit and ensure the profitability and financial performance.
• The Senior Manager will take corrective action to ensure efficient operations consistent with strategic objectives, operational plans and goals and profit and loss.
• They provide the necessary governance and oversight to ensure that the service unit is achieving client and financial goals by providing regular reviews and reporting on progress against strategic programmes and projects related to the service unit.

Execute business development initiatives:

• The Senior Manager will support the delivery of value propositions and messaging for assigned offerings and services related to the service unit.
• He/she will ensure the execution of market positioning programmes and activities for the service unit and will support strategic deals and client engagement practices.

Execute Go-to-market initiatives:

• The Senior Manager will ensure the execution of go-to-market strategies and tactical plans for the service unit.
• The individual will deliver on the go-to-market programme goals and benchmarks, ensuring that these are tracked and monitored.
• He/she will ensure the achievement of the objectives of go-to-market scorecard and/or dashboard and associated metrics and manage the go-to-market budget for the service unit.
• The Senior Manager will need to mobilize specialized sales for the service unit with the ability to overlay sales teams in country account teams.

Manage product/portfolio lifecycle:

• The Senior Manager will oversee the service unit’s product/portfolio life cycle and execute the strategic planning and tactical activities required for product growth and management.
• This individual works closely with a variety of stakeholders to ensure that the business growth opportunities are realised.
• He/she will specify market requirements for current and future products by conducting market research supported by client engagement sessions.
• This individual will work with all departments to ensure the execution of go-to-market plans.
• He/she will manage the partnership and alliance strategy for the relevant product or product portfolio, analysing requirements for the particular product or product portfolio.

Manage stakeholder relationships:

• Senior Manager will work with the relevant stakeholders to establish and manage the most appropriate structure to align to the service unit’s and market requirements.
• The individual will provide the necessary governance and oversight to ensure that company is achieving client and financial management goals by providing regular reviews and reporting on progress against strategic programmes and projects.
• He/she will engage with key clients to understand their business and provide innovative solutions to address client pain points through the services provided.

Financial management:

• Senior Manage will implement and manage the service unit’s annual budget.
• The individual will manage profit and loss of the service unit and ensure that the required funding to support strategic transformational projects has been considered.
• He/she makes decisions that could impact the service unit and organization’s profitability.

People management:

• Senior Manager ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their direct reports.
• He/she ensures that the team is rewarded and remunerated according to their performance.
• They are responsible for the co-ordination of the activities of the service unit, setting and measuring performance targets.
• They lead their team by example, and continuously drive for client satisfaction and ensuring that company protocol is followed and adhered to.

Responsibilities

• Ensure operational efficiency by providing sound governance and oversight related to policies, procedures and achievement of strategic goals and objectives.
• Contribute to business development by executing market positioning programmes and activities for the ITaaS service unit and supporting strategic deals and client engagement practices.
• Execute go-to-market strategies and tactical plans for the ITaaS service unit ensuring go-to-market scorecard objectives and budgetary targets are met.
• Execute the strategic planning and tactical activities required for product growth and manage the partnership and alliance strategy for the relevant product or product portfolio.
• Effectively manage stakeholder relationships to deliver innovative solutions to fulfil client requirements and to achieve financial management goals.
• Implement and manage the ITaaS service unit’s annual budget and ensure that the required funding to support strategic transformational projects is available.
• Effectively manage a team, their resources, development and overall performance.

Requirements Education:

• Degree.
• Relevant Qualification preferred.

Experience:

• At least 5 - 8 years’ experience in IT Infrastructure systems integration or IT outsourcing business, with a territory management capacity and related experience focused on ITaaS solutions including technology sales.
• At least 3 years’ experience driving services in the ITaaS environment.
• Demonstrated experience in managing partners, Experience in services-led selling, (spanning consulting, managed services, IT outsourcing and Organisation) and C-suite engagement.
• Demonstrated success of business development, pipeline management, and success in influencing additional pull through business.
• Demonstrate practical experience with thought leadership and client engagement on ITaaS and hybrid cloud.
• Knowledge of Organisation technologies, application rationalization, disaster recovery, workload migration, and development of private company infrastructure solutions.
• Experience in managing business operations including areas of strategy, marketing, business development, sales management, and financial management.
• Ability to quickly learn Company’s strategy, core competencies, organization, sales and delivery process, and applicable methodologies.
• Experience in managing a team of Sales Specialists, with both direct and dotted line reports.

Key skills and competencies:

• Possess knowledge of market trends, the competitive landscape and development in the technology industry.
• Possess a strong understanding of international / multinational challenges.
• Demonstrate solid knowledge of the global ITaaS industry.
• Display exceptional, proven creativity in positioning Company’s services.
• Demonstrate good analytical and strategic thinking skills.
• Demonstrate problem analysis and solution formulation skills.
• Demonstrate innovative and creative thinking.
• Display good verbal and written communication ability.
• Display resilience and the ability to cope with pressure.
• Possess the ability collaborate and work with key senior internal and external stakeholders.
• Display good leadership and influencing skills with the ability to add value quickly.
• The individual should be an inspiring leader of people and possess a natural ability to mentor and coach more junior employees.

Behavioural Skills:

• Senior Manager: ITaaS demonstrates good knowledge of the ITaaS industry, market trends, the competitive landscape and development in the technology industry.
• The individual demonstrates influencing skills with the ability to add value quickly.
• He/she presents as purposeful, articulate and very confident with a good understanding of international / multinational challenges.
• He/she displays maturity in the work environment and is energetic and visibly passionate.
• He/she is a resilient self-starter, not afraid of creating internal controversy through alternative thinking and execution.
• The Senior Manager: ITaaS is an inspiring leader of people and natural mentor and coach to more junior employees.

      Job Title: DC Engineer (Level 1) Location: Lagos Department: Data Centre Technical Job Purpose/Description

• The DC Engineer (L1) provide a service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
• Their primary objective is to ensure zero missed service level agreement conditions.
• The DC Engineer (L1) focuses on first line support for standard and low complexity incidents and maintains the data centre environmental and monitoring equipment.

Monitor infrastructure:

• They ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
• In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
• Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors:

• The DC Engineer (L1) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary.
• They liaise with all stakeholders including client IT environments, vendors, carriers and Organisation colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests:

• They investigate first line support calls assigned to them and identify the root cause of incidents and problems.
• They ensure the efficient and comprehensive resolution of incidents and requests.
• This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
• They will also report and escalate issues to 3rd party vendors if necessary.
• They take full ownership for managing the incident to resolution within the service level conditions.
• Where necessary, they escalate requests and exceptions to the 2nd line support team.
• They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Company’s procedures.

Incident management:

• When required they will take responsibility receiving calls and incidents at the services desk.
• They assist in analyzing, assigning and escalating the support calls.
• They also provide telephonic support to clients where required.
• They update incidents with progress and resolution details.

Shift management:

• DC Engineers (L1) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
• They complete and maintain any shift hand hover schedules.

Reports:

• The DC Engineer (L1) is also responsible for producing breach and other reports that are necessary for the correct operation of processes.
• They identify failures and short-comings in the current processes and escalate with recommendations.

Key Roles & Responsibilities

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
• Provide data centre support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for data centre operations and related infrastructure.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Perform level 1 server and network troubleshooting, server rack mounting and cable patching / management.
• Provide telephonic support to clients when required and update the relevant systems as per Organisation procedures.
• Perform the necessary hand over procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and short-comings.

Requirements Experience:

• At least 2 - 4 years’ work experience.
• At least 2 years’ specific work experience in a relevant field.
• Previous data centre, helpdesk, monitoring and level one server/network support would be advantageous.

Education:

• Secondary School Qualification.
• CCNA/A+/N+; MCSE or relevant qualification preferred.

Key skills and competencies:

• Demonstrate solution and service knowledge.
• Possess sound knowledge of communications infrastructure and systems.
• Demonstrate problem analysis and solution formulation skills.
• Demonstrate learning and service orientation.
• Demonstrate excellent attention to detail.
• Demonstrate proactive management.
• Demonstrate the ability to adapt to change and to think innovatively.
• Display good verbal and written communication ability.
• Demonstrate the ability to engage with a variety of stakeholders.
• Possess good planning and time management ability.
• Demonstrate the ability to cope under pressure.

Behavioural skills:

• DC Engineers (L1) that are required to strictly comply with all processes and procedures as prescribed by Organisation and the client when relevant.
• Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
• They are able to multi-task and demonstrate good client service orientation.
• These individuals have good problem-solving skills in datacentre related operations.

      Job Title: Cleaner Supervisor Location: Lagos Department: Facilities Job Purpose/Description

• The primary responsibility of the Cleaner Supervisor is to ensure effective delivery of cleaning services across the various operations and the day to day management of a team of cleaners, in a manner that is in line with excellent service delivery.

Provide cleaning services:

• In conjunction with the Environmental Specialist, the Cleaner Supervisor ensures the fair distribution of duties, which may include redeploying cleaning staff where necessary.
• They ensure cleaning staff are familiar with the correct use of all cleaning equipment and materials.
• These individuals promote Health and Safety within the team and raise awareness amongst all staff of appropriate Health and Safety regulations.
• They monitor, check and order stock including chemicals and cleaning equipment.

Provide regular communication and feedback:

• The Cleaner Supervisor conducts regular meetings with cleaning staff in line with the agenda set by the Environmental Specialist.
• They ensure regular feedback is given to cleaning staff with regards to rosters, action plans that have been set.
• These individuals ensure all relevant business communications is shared with the cleaning staff as and when required.
• They adhere to the organization and department standard processes and procedures to provide a high level, speedy resolution of issues.

Provide Reports:

• Cleaner Supervisors sign off cleaning staff timesheets on a weekly basis when required.
• They ensure the department is operated within the Legal Framework by immediately reporting and documenting to management any observed or known safety hazards, conditions or unsafe practices and procedures.

People management:

• The Cleaner Supervisor manages the performance of employees reporting to them and provides them with the required coaching and training to be effective in their job and ensure quality of delivery meets the appropriate standards.
• They measure and manage the team to ensure out-of-line situations are immediately addressed.
• The Cleaner Supervisor monitors and completes accurate registration of attendances and the rescheduling of cleaning staff to cover absences.
• They ensure that all Human Resources policies and procedures are observed.

Key Roles & Responsibilities

• Ensure the fair distribution of duties to cleaning staff and redeploy staff where required.
• Ensure adequate stock levels and the correct use of all cleaning equipment and materials.
• Provide regular feedback and communication to staff.
• Report and document any observed or known safety hazards, conditions or unsafe practices and procedures.
• Provide coaching and training to staff to ensure quality of delivery meets the appropriate standards.

Requirements Experience:

• 2 - 3 years’ working experience.
• At least 2 years’ working in the cleaning industry.

Education:

• High School Certification.

Key skills and competencies:

• Demonstrate good knowledge of Health, Safety and Security requirements.
• Demonstrate good knowledge of the Control of Substances Hazardous to Health (COSHH).
• Display a good understanding of the various types of equipment and chemicals.
• Possess good verbal and written communication skills.
• Demonstrate good attention to detail.
• Demonstrate resilience.
• Demonstrate technical expertise.
• Possess a customer service aptitude.
• Demonstrate a positive attitude.
• Demonstrate good planning and organization ability.

Behavioural skills:

• The Cleaner Supervisor has a proactive approach, pays attention to detail and has good verbal and written communication skills.
• They demonstrate technical expertise and a customer service aptitude.
• These individuals demonstrate a positive attitude towards work and can manage assigned job processes.
• They are well organized individuals displaying a good understanding of the Health, Safety and Security requirements.

      Job Title: DC Engineer (Level 3)/Team Lead Location: Lagos Department: Data Centre Technical Job Purpose/Description

• Their primary responsibility is to ensure the provision of a service to clients ensuring that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
• Their objective is to ensure zero missed service level agreement conditions.
• The DC Engineer L3/Team Lead focuses on ensuring all lines of support for complex incidents and in some instances will be required to lead a team of DC Engineers.

Monitor infrastructure:

• They ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
• In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
• Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors:

• The DC Engineer L3/Team Lead identifies problems and errors prior to or when they occur.
• He or she will log all such incidents in a timely manner with the required level of detail with all the necessary stakeholders.
• They liaise with all stakeholders including client IT environments, vendors, carriers Organisation colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests:

• They investigate all line support calls and identify the root cause of incidents and problems to ensure proactive future management.
• They ensure the efficient and comprehensive resolution of incidents and requests.
• This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
• They will also report and escalate issues to 3rd party vendors if necessary.
• They take full ownership for managing the incident to resolution within the service level conditions.
• Where necessary, they escalate requests and exceptions to the 3rd line support team.

Ensure continuous feedback:

• They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Company’s procedures.

Incident management:

• When required they will take responsibility for receiving calls and incidents at the services desk.
• They assist in analyzing, assigning and escalating the support calls.
• They also provide telephonic support to clients where required.
• They update incidents with progress and resolution details.

Shift management:

• The DC Engineer L3/Team Lead that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
• They complete and maintain any shift hand hover schedules.

Key Roles & Responsibilities

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Provide telephonic support to clients when required.
• Effectively manage a team of DC Engineers, their resources, development and overall performance.

Requirements Experience:

• 10 years’ relevant work experience.
• 8 years’ work experience as a Technical Team Leader within the Technology Industry.

Education:

• Information Technology Degree.
• CCIE Qualification Experience.

Key skills and competencies:

• Possess sound knowledge of Organisation IT infrastructure and systems.
• Possess an understanding of the operations of a Data Centre business.
• Display specialist and detailed technical expertise.
• Demonstrate good analytical thinking skills.
• Possess leadership skills.
• Demonstrate problem analysis and solution formulation skills.
• Demonstrate learning and service orientation
• Display good verbal and written communication ability.
• Display resilience and the ability to cope with pressure.
• Possess people management ability.
• Possess the ability to compile reports.
• Demonstrate the ability to engage with a variety of stakeholders.

Behavioural skills:

• DC Engineer L3/Team Lead are required to strictly comply and ensure compliance with all processes and procedures as prescribed by the Organisation and the client when relevant.
• They are also responsible for producing breach and other reports that are necessary for the correct operation of processes.
• They identify failures and short-comings in the current processes and escalate with recommendations.
• Their ability to communicate well and to capture all pertinent details when required will contribute to their success.

      Job Title: DC Engineer Level 2 Location: Lagos Department: Data Centre Technical Job Purpose/Description

• DC Engineer (L2) is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.
• Their primary objective is to ensure zero missed service level agreement conditions.
• The DC Engineer (L2) focuses on second line support for medium complexity incidents and maintains the data centre environmental and monitoring equipment.

Monitor infrastructure:

• They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
• Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors:

• The DC Engineer (L2) identifies problems and errors prior to or when they occur.
• He or she will log all such incidents in a timely manner with the required level of detail with all the necessary.
• They liaise with all stakeholders including client IT environments, vendors, carriers and Organisation colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests:

• They investigate second line support calls assigned to them and identify the root cause of incidents and problems.
• They ensure the efficient and comprehensive resolution of incidents and requests.
• This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
• They will also report and escalate issues to 3rd party vendors if necessary.
• They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 2nd line support team.
• They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Company’s procedures.

Incident management:

• When required they will take responsibility receiving calls and incidents at the services desk.
• They assist in analyzing, assigning and escalating the support calls.
• They also provide telephonic support to clients where required.
• They update incidents with progress and resolution details.

Shift management:

• DC Engineers (L2) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
• They complete and maintain any shift hand hover schedules.

Reports:

• The DC Engineer (L2) is also responsible for producing breach and other reports that are necessary for the correct operation of processes.
• They identify failures and short-comings in the current processes and escalate with recommendations.

Key Roles & Responsibilities

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
• Provide data centre support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for data centre operations and related infrastructure.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Perform level 2 server and network troubleshooting, server rack mounting and cable patching / management.
• Provide telephonic support to clients when required and update the relevant systems as per Organisation procedures.
• Perform the necessary hand over procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and short-comings.

Requirements Experience:

• At least 4-6 years’ work experience.
• At least 4 years’ specific work experience in a relevant field.
• Previous datacentre, helpdesk, monitoring and level one server/network support required.

Education:

• Secondary School Qualification.
• CCNA/A+/N+; MCSE or relevant qualification preferred.

Key skills and competencies:

• Demonstrate solution and service knowledge.
• Possess sound knowledge of communications infrastructure and systems.
• Demonstrate problem analysis and solution formulation skills.
• Demonstrate learning and service orientation.
• Demonstrate excellent attention to detail.
• Demonstrate proactive management.
• Demonstrate the ability to adapt to change and to think innovatively.
• Display good verbal and written communication ability.
• Demonstrate the ability to engage with a variety of stakeholders.
• Possess good planning and time management ability.
• Demonstrate the ability to cope under pressure.

Behavioural Skills:

• DC Engineers (L2) that are required to strictly comply with all processes and procedures as prescribed by Organisation and the client when relevant.
• Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
• They are able to multi-task and demonstrate good client service orientation.
• These individuals have good problem-solving skills in data centre related operations.

      Job Title: ITaaS Implementation Engineer (L3) Location: Lagos Department: Data Centre Technical Job Purpose/Description

• The primary responsibility of the ITaaS Implementation Engineer (L3) is to provide technical support to Company’s clients. This includes remotely supporting clients within Service Level Agreements (SLAs) to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management.
• The ITaaS Implementation Engineer (L3) is involved in more complex environments for installation, configuration and fault management. Certification, both in vendor, technology and product is elevated to a specialized level and activities continue to progress towards an expert level.

Ensure client satisfaction:

• ITaaS Implementation Engineers (L3) work closely with clients, displaying good client engagement skills and engaging at a high level of professionalism.
• They are required to interact with clients on site to meet complex requirements of a solution. Problems and issues that cannot be resolved are escalated to the relevant third parties.

Compile and maintain project administration:

• The individual demonstrates project management and administration ability.
• They write reports and proposals and project documentation.
• ITaaS Implementation Engineers (L3) assist with the documentation of standard operating procedures relating to installations and fixes.

Act as a mentor:

• The ITaaS Implementation Engineer (L3) displays leadership and team management ability and delegates lower complexity tasks to engineers and technicians.
• They assume responsibility for the coordination of the activities of the engineers, in line with performance targets.
• They lead by example and monitor the quality of engineer's and technician's work when required.
• Mentorship of engineers and technicians is expected on this role.

Execute installations:

• ITaaS Implementation Engineers (L3) have good project skills which are demonstrated in the execution of installations and other assignments.
• Project certification and the understanding and adoption of Dimension Data’s Primer methodology is encouraged. Provide telephonic, remote and on-site support to clients.
• The individual demonstrates good administration ability in the form of proposal and report writing, and general project documentation development.
• The individual may be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.

Act on specialist knowledge:

• The ITaaS Implementation Engineer (L3) is expected to take ownership of relevant technologies according to domain or specialization.

Key Roles & Responsibilities

• Work closely with clients, displaying good client engagement skills and engaging at a high level of professionalism.
• Demonstrate project management and administration ability.
• Display leadership and team management ability and delegate lower complexity tasks to engineers and technicians.
• Demonstrate good administration abilities such as writing proposals and reports and must be able handle general project documentation with ease.
• Have good project skills which are demonstrated in the execution of installations and other assignments.
• Demonstrate good administration ability in the form of proposal and report writing, and general project documentation development.
• Take ownership of relevant technologies according to domain or specialization.

Requirements Experience:

• 5 - 10 years’ working experience.
• At least 5 years’ working experience in a related environment.

Education:

• General Qualification in Engineering / Computer Science
• Valid CCNP Certification.

Key skills and competencies:

• Display a good understanding of business principles.
• Good communication skills.
• Good listening skills
• Ability to handle stressful situations and resolve issues quickly and completely.
• Demonstrated ability to teach and instruct co-workers.
• Display a proactive approach to solving problems.

Behavioural skills:

• As corporate citizens they are good team players and exhibit the required level of management skills required from junior level managers.
• He or she practices two-way communication and listens to understands other’s point of view. The individual displays a good understanding of business principles.
• At this level, individuals are included in higher complexity design work, with input to the design expected.
• These individuals are client focused and display a proactive approach to solving problems.
• They work well under pressure and demonstrate the ability to work within a support team, contributing to their success.

      Job Title: Dell Storage and Backup Engineer Location: Lagos Job Responsibilities

• Run daily operational activities for backup and storage systems.
• Manage data restore requests.
• Enforce and implement data secure policies.
• Periodic backup and storage reporting for management.
• Service request management.
• Standard operating procedure document management for backup and storage.
• Backup and storage solution design and implementation.
• Ensure the proper functioning of backup servers, storage arrays and SAN switches.
• Diagnose malfunctions and determine the necessary internal or external intervention
• Backup and recovery testing.
• Storage provisioning.
• Disaster recovery management (snapshots, replication - local and/or remote)

Requirements Other requirements to be shown:

• Team player.
• Basic project management.
• Desire to learn new technology.
• Willingness to work extra hours in emergency situations.

Required product proficiencies:

• Dell Technologies products:
  • Dell EMC Networker.
  • Dell EMC Avamar
  • Dell EMC Data Domain
  • Dell EMC Data Protection Advisor
  • Dell EMC VMAX/PowerMax
  • Dell EMC Unity
  • VCE VBlock
• Operating systems:
  • Windows OS
  • Linux
  • Solaris
  • Databases
  • Oracle
  • MYSQL
  • MS SQL Server
  • MS Exchange
• Virtualization and Networking:
  • VMware
  • Active Directory
  • IP address management
  • Basic networking
  • SAN switches
• Proficiency in other related OEM products will be an added advantage

    Salary Very Attractive. How to Apply Interested and qualified candidates should send their tailored CV to: [email protected] using the "Job title" as subject of the email. Note: Any application received after the closing date and time will be automatically rejected   Application Deadline  Thursday, 12th December, 2019; (Time - 3:00PM)

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