HR By Tee - Our client is a state-of-the-art, Tier III Constructed Facility Certified data centre offering carrier-neutral colocation services. It is the most connected in Africa with connection to over 27 of the major carriers and Internet Service Providers (ISPs) in the country and direct connection to all undersea cables serving the South Atlantic Coast of Africa.
They are recruiting to fill the position below:
Job Title: Senior Operations Analyst
Location: Lagos
Reporting to: Service Delivery Manager
About The Role
- The role is to support the operations department. Working closely with Service Delivery and Governance, Risk, and Compliance units in achieving the overall objectives of the business.
Responsibilities
Service Delivery:
- Assist in documentation of MSA/SLA review structure to aid seamless implementation.
- Proactively monitor and ensure that processes are in place to provide consistent service quality (Client Business Visit & Survey)
- Assess customer feedback and improve procedures accordingly to ensure great service delivery is provided at all times.
- Provide Incident and Problem management support to client issues.
- Provide root-cause analysis and corrective action plan for all incidents/problems.
- Provide monthly reports on Colocation Client
- Generate Client monthly reports.
- Support the rendition of the ELT weekly report on Power, Space, and Client remote hands.
- Participate in client onboarding and all other operational projects.
- Participate in Client surveys and service review sessions.
- Proper documentation of Service Delivery processes
- Review existing documented Service Delivery process document.
- Building partnerships and liaising with internal departments and clients to understand services, the criteria for the delivery of those services, and how to develop solutions to any issues that may arise.
Governance Risk and Compliance:
- Support in championing organization-wide performance management, by defining operational performance metrics, collating data, and reporting against defined metrics using existing GRC reporting architecture and templates, whilst seeking areas of improvement.
- Support in driving an organizational-wide consciousness of threats and vulnerabilities, by interfacing with all lines of business to identify risk, follow up on mitigation, and ensure updates of the Enterprise Risk Management Register.
- Support in tracking policy and process document updates using the company's Integrated Management System Document Tracker.
- Support in ensuring compliance with applicable regulatory obligations, by tracking compliance status, using our Client’s Legal and Regulatory Compliance tracker.
- Support in the adoption, certification, and maintenance of existing global best practices and international standards. Monthly and quarterly updates of the company’s ISMS, BCMS, and QMS calendars.
- Support in the execution of all GRC certification projects and initiatives, by documenting applicable project requirements and tracking end-to-end entire project life cycle.
- Support in Technical writing by mining data and collation of relevant content to aid in the documentation of responses to proposals.
- Facilitate workshops, seminars, and awareness sessions across functional units, to aid knowledge-sharing and human capital development.
- Support in GRC-led meetings by assisting in documenting minutes of meetings and next steps.
- Freelance support in fulfilling high-priority Executive requests or initiatives
Qualifications
- A Degree in IT, Engineering, Telecommunications or equivalent. Professional experience in Data Centre Operations Management and IT infrastructure as well as knowledge of ITIL.
- Minimum 3 years’ experience.
- Must possess demonstrable and measurable success in a similar role in a challenging environment.
Who you are:
- Strong client focus - ability to operate at prime customer contact level.
- Demonstrates a breadth and depth of operational service delivery management expertise.
- Ability to provide excellent customer service whether internally or externally.
- Relevant university degree and/or professional qualifications (e.g., ITIL)
- Ability to quickly assimilate and prioritize information and requests.
- Ability to work in a team environment.
- Strong commitment to high standards and quality service.
- High level of integrity and ethical behavior – sets a good example.
- Committed to the development of team talent.
- Hands-on, performance-oriented, practical, and pragmatic, with a proven ability to “get the job done”.
Salary
N6,000,000 - N7,000,000 Annually.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/590130/senior-operations-analyst-at-a-stateoftheart-tier.html