Team Lead - Network Monitoring Centre at Intelics Solutions Nigeria Limited

Intelics Solutions is Africa’s largest Information Technology Enabled Services company, a Joint venture between Writer Business Services Private Limited, Asia’s largest & amongst top 7 worldwide Information Management Service provider & IAL Nigeria Limited, Nigeria’s oldest & largest Move Management Company. Through our services we offer business value to our customers by combining operational excellence with deep domain expertise across the entire spectrum of vertical, including Banking & Financial Services, Insurance & Healthcare, Manufacturing & Pharmaceuticals, Retail and Shipping & Utilities. Our Business Process Service offerings helps organizations move faster – by simultaneously being more innovative & efficient.

We are recruiting to fill the position below:

Job Title: Team Lead - Network Monitoring Centre

Location: Lagos

Job Description

• To proffer innovative solutions to various netwrok problems and ensures that customer needs are properly defined and satisfactorily met.
• Implement and evaluates the working of systems/ applications/network and stays abreast of new technologies emerging in the industry.
• She/He provides supervison of all first level active and passive on site and off site technical support for all ipNX infrastructure,including fibre backbone,FTTx, wireless networks, inside and outside plant infrastructure, among others.
• To consistently provide high-quality customer service and support while ensuring customer satisfaction.

Responsibilities

• Working closely with the infrastructure team. The primary duties and responsibilities will include but not limited to :
• Responsible for managing and cordinating the NOC team. The main aim for this coordination is to ensure that the systems runs efficiently without interruption
• The NMC Lead oversees the work of NOC and FTTx Backend engineers to ensure that system requirements have been properly implemented and procedures carefully followed
• Responsible for informing Management, partners and peers about service performance and dervice availability
• Primarily deals with customers, Co-lo providers, engineers and the whole techicnical team
• Coordinates the duty shift table for the NMC operations and carefully allocates staff members(NOC and backend engineers)on different shift duties for ensuring the whole shift works in an efficient and effective manner
• To ensure maximum possible service availability and performance
• Seek out annd develops innovative tools and applications for automation of the systems monitoring operations
• Monitoring of the entire network to identify when defined thresholds are reached and triggers upgrades required.
• Supervises incident management(First Level Support) i dentifies the root- cause of customer issue & advice on how to resolve the issue. Identifies resources needed to solve the issue and estimates the effort required. Receive, log and take ownership of all faults respond
• Run on 24*7*365 network monitoring operation
• Proactively escalate issues to the infrastructure team for capacity planning and network optimisation.
• Ensure daily updates of all complaints not closed(open tickets) by following up with persons, units and organizations responsible.
• Liase with the outside plant supervisors on updates of progress on link restoration and incidents reports ensuring they are kept up to date. Dissemination of information regarding corrective maintenance, causes, planned outage period for repair/preventive maintenance
• Prepare daily incidence summary reports
• Supervises and approves prepared wekly/monthly link availability reports for backbone, P2P & FTTx.
• Produce periodic error free link reports in order to inform both management and our customers of service levels achieved and areas of service improvement required
• Prompt response to imbound calls and emails
• Follow up on unresolved complaint/ open tickets to closure
• Timely escalation/feedback to relevant units
• Preparing Technical Reports
• Develop innovative and automated systems for proactive systems monitoring and incident reporting
• Team building and Development

Qualifications

• B.Sc / B.Eng in Computer Science / Computer Engineering / Electrical /Electronics Engineering
• CCNA, CCNP (Desired)
• Strong telecommunication, IP Network
• Understanding of ITIL v4 service management
• Excellent business communication skills both verbal and written.
• A hands-on experience with the following is a must: Routing, Switching and GPON Technogy
• 3-6 years work experience
• Experience with wired, wireless point-to-point and point-to-multipoint technologies is desirable
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Application Closing Date
Not Specified.