Lead, Cloud Support at MainOne Cable Nigeria

MainOne Cable is a leading facilitator and preferred provider of innovative telecom services and network solutions such as Connectivity and Data Center Solutions to Telecom operators, Internet Service Providers (ISPs), other businesses and Government institutions across West Africa.

MainOne Cable's success is built on having talented and highly proficient people within their respective fields as the driving force behind our business. A job in MainOne is different from any other you have had. With joining MainOne you'll be challenged, inspired and proud as you become a part of something big.

We are recruiting to fill the position below:

Job Title: Lead, Cloud Support

Location: FABAC, Lagos
Department: Technical
Job Type: Permanent

Responsibilities

• Work with the Cloud operations team to provide 24/7 support to Cloud customers.
• Comply with support processes and procedures to ensure
• customer satisfaction and service level objectives (SLO) are met.
• Monitoring and ensuring maximum uptime on Cloud platform
• Provide first level support for Cloud customer complaints
• Providing timely and effective responses and updates to work tickets and other requests
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality, up-to-date documentation exists for all service arrangements
• Making sure that customer SLAs are met, periodical customer reports and updates are sent
• Support in ensuring 24 X 7 operations of Cloud Services, Disaster Recovery, Data Repository, and Remote Operations Services.
• Develop and oversee Service Desk, Event Management, Incident Management, Problem Management and Capacity Management processes.
• Ensure successful backup and/or replication of Customer Data in a secure manner.
• Contribute and enhance Security policies and procedures for Cloud Services. Implement System Management Tools to provide monitoring and management of all Cloud infrastructures.
• Define and report key performance indicators to monitor process health; define and report customer facing service metrics.
• Conduct Research and development (R&D) activities.
• Liaise with the marketing team to revise marketing collateral such as brochures, website, product descriptions, new press releases and assist in coordinating public marketing campaigns.
• Conduct System Outage Analysis to prevent recurrence.

Qualifications, Skills & Competencies

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Minimum of five (5) years’ experience in Cloud services.
• Experience with Microsoft public, hybrid and private cloud
• Experience working with Windows/Linux operating systems
• Strong Cloud experience skills (AWS or Azure)
• PowerShell scripting experience will be an added advantage
• Networking experience will be an added advantage.
• Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills.

Demands of the Job:

• Problem solving skills
• Ability to work under pressure
• Ability to take ownership
• Prioritizing skills
• Troubleshooting skills
• Ability and willingness to put in extra time and effort when the work demands it.

Application Closing Date
Not Specified.