Vacancies at IHS Towers

IHS Towers is the largest independent mobile telecommunications infrastructure provider in Europe, Africa and the Middle East. Founded in 2001, IHS provides services across the full tower value chain – colocation on owned towers, deployment and managed services.

Today IHS Towers has operations in Nigeria, Cameroon, Côte d’Ivoire, Zambia and Rwanda. Following the recent acquisitions of MTN and Etisalat’s tower portfolios in Nigeria, IHS owns over 23,300 towers in Africa.

We are recruiting to fill the positions below:

Job Title: Manager, Service Desk (NOC)

Location: Lagos, Nigeria

About the Job

• We are currently recruiting for a Manager, Service Desk (NOC). Based in Lagos, you will provide operational guidance to the Service Desk team in managing and maintaining records of access requests and changes performed across all company-owned sites, ensuring that activities of tenants and their representatives are in line with contractual agreements.

Key Roles & Responsibilities

• Foster an enabling environment for the Service Desk team to proactively address all access and change requests through ongoing analysis of historical requests and demands from customers (tenants, internal users, and vendors).
• Continuously research methods for enhancing the simplicity, efficiency and effectiveness of tools used by the Service Desk team.
• Coordinate activities and review outputs of direct reports.
• Identify training needs of the Service Desk team pertaining to new technologies being used or to be deployed across company-owned sites.
• Coach Service Desk team-members to understand the department’s goals and objectives, as well as increase awareness of set targets/ requirements.
• Drive the efficiency and effectiveness of the Service Desk’s access and change request, problem management, and reporting processes.
• Establish and maintain well-defined and effective communication channels across the Service Desk, wider NOC organization, and various internal and external customers.
• Serve as the overall custodian of the Service Desk knowledge base.
• Continuously research ways to improve IHS’s network performance.
• Develop best practice methodologies for conducting access ref and change management.
• Identify new interfaces, tools and applications to increase effectiveness of the SSAR.
• Continually assess operational and business continuity risks, providing timely awareness and deploying mitigating initiatives.
• Analyze Service Desk performance statistics to provide useful insights which support operational and strategic decision-making by management.
• Conduct regular sessions with Key Account Managers (KAMs) of various tenants to identify upcoming new projects and align on IHS’s readiness.
• Ensure prompt identification of people, process, and tool problems by team-members. Work with the Service Desk team and other units towards achieving customer Service Level Agreements (SLAs) and business performance targets.
• Notify the Associate Director, NOC whenever Service Desk performance thresholds are at risk or breached.
• Initiate and implement ideas on improvements to Service Desk operational procedures, policies, functionalities, and management.
• Perform other tasks and duties as assigned by the Associate Director, NOC.

Experience & Qualifications Required

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or any relevant discipline.
• 9-10 years’ relevant experience.

Organizational Competencies:

• Be Bold
• Customer Focus
• Innovation
• Integrity

Functional Competencies:

• Analytical Thinking
• Reporting
• Network Monitoring/ Availability/ Service Uptime-Management
• Service Support
• SLA Fulfilment
• Site-Access Management
• Complaints Management

Behavioural Competencies:

• Attention to Detail
• Collaboration & Teamwork.

Interested and qualified candidates should:
Click here to apply

Note: Please apply with an updated Resume / CV.

Application Deadline  28th July, 2021.

Job Title: Manager, Telemetry

Location: Lagos, Nigeria

About the Job

• We are currently recruiting for a Manager, Telemetry . Based in Lagos, you will manage testing, acceptance, deployment and administration of systems and tools used for efficient monitoring and reporting of network performance.

Key Roles & Responsibilities

• Supervise the telemetry team, vendors, and tools experts on an ongoing basis through assignment of tasks, review of work outputs, and feedback on individual and group performance.
• Oversee final acceptance process for telemetry deployment.
• Monitor systems performance and analyze readings/ reports on systems.
• Facilitate training and support on telemetry software.
• Coordinate with vendors/ contractors to ensure installation is done on time and according to required quality standards.
• Set up RMS requirements and specifications.
• Execute sign-off and issuance of Provisional Acceptance Certificates (PACs) for deployed systems post-test.
• Execute sign-off and issuance of Final Acceptance Certificates (FACs) for deployed systems post-test.
• Manage RMS Service Level Agreements (SLAs) and maintenance agreements.
• Manage RMS maintenance spare parts and usage.
• Manage RMS maintenance vendor teams working out of the NOC and on the field.
• Drive RMS integration with the Umbrella Management System (UMS).
• Continuously assess data integrity, accuracy and validity of systems.
• Maintain up-to-date registry and documentation around tools.
• Generate statistical reports on network performance.
• Analyze problems and perform troubleshooting.
• Drive improvements to RMS report generation.
• Oversee testing and validation of all RMS functionalities.
• Detect and identify irregularities and snag patterns.
• Ensure that processes and procedures are correctly implemented.
• Rigorously manage scope to ensure commitments are achieved within agreed time, cost and quality parameters.
• Lead execution of proofs of concept (PoCs) for new telemetry sensors.
• Oversee implementation of IP sirens and GPS battery trackers.
• Perform other tasks and duties as assigned by the Senior Manager, Network Systems.

Experience & Qualifications Required

• Bachelor's Degree in IT or any other relevant discipline.
• 8 -10 years’ relevant knowledge and experience of telemetry systems, sensor technologies, and RMS projects, rollout, functionalities, and software (e.g. Inala, Aio, Qowiso, Hydromonoit)

Organizational Competencies:

• Be Bold
• Customer Focus
• Innovation
• Integrity

Functional Competencies:

• Network Monitoring/ Availability/ Service Uptime Management
• Network Tools Administration & Management
• Complaints Management
• Service Support
• Data Analysis & Reporting
• End User Support
• Network Operations Management

Behavioural Competencies:

• Collaboration and Teamwork

Interested and qualified candidates should:
Click here to apply

Note: Please apply with an updated Resume / CV.

Application Deadline  28th July, 2021.