NOC Supervisor

Role Overview

• To ensure shift staffing requirements are met for shift supervised.
• To ensure effective monitoring of the entire ATC Nigeria passive network infrastructure during the shift.
• Ensure NOC shift staff timely detect and log/document all infrastructure incidents in the available NOC activity management system/s.
• Timely escalate (horizontally and vertically) and follow-up all shift detected incidents to handlers by way of callouts handling process to achieve agreed infrastructure services availability KPIs( E.g. Time to Detect(TTD),Mean Time To Repair(MTTR)).
• Meet aggressive deadlines and regularly communicate status of troubleshooting, administrative and project efforts to manager.
• Guide the NOC shift staff to provide the contractor access control function to sites in the regions
• Monitor and respond to all network related failures.
• Coordinate fault resolution and ensure timely closure of all failures and escalations.
• Liaise with all SMPMS Vendors and Client accessing BTS sites.
• Providing analytical support in determining the root cause of network problems and implement action plans based on ATC policies, guidelines, and Operations departmental processes and procedures.
• Ensure accurate and detailed incident, request, and change tickets.
• Ensure optimal performance of all NOC systems and applications.
• Work with the SMPMS Vendors and Field Engineers to provide operational status and tier one troubleshooting and resolution.
• Manage staff of Network Operations Center (NOC) to include performance evaluations.
• Meet aggressive deadlines and regularly communicate status of troubleshooting, administrative and project efforts to manager.
• Works special projects assigned by the Manager of Network Operations.
• Understudy the NOC Manager and acquire management skills necessary to manage the NOC activities in the absence of the NOC Manager

Requirements

• 6+ years’ experience in Telecommunications site and NOC operations.
• HND/Degree in Engineering, Mathematics, Computer Science, or a related area, or the equivalent combination of formal education/training and/or experience.
• Strong follow-up skills: ability to organize applicable department timelines and follow up with internal and external customer needs as needed
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively
• Strong organizational skills: ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment
• Strong track record of building and maintaining solid relationships with both internal and external customers and vendors.
• Self-motivated, able to work both independently to complete tasks and respond to department requests as well as collaborating with others to utilize resources and knowledge in identifying high quality solutions
• Must be able to handle stressful and difficult situations in a calm and professional manner
• Ability to quickly adapt to changes in process, requirements, goals, and organizational change
• Must have strong quantitative, analytical and critical thinking skills
• Must have the ability to work independently and be an effective contributor in a diversified team
• Capable of multi-tasking, good time management and prioritization of workload.
• Thorough understanding of network monitoring concepts and management tools
• Able to collate and interpret data from various sources.
• Ability to assess faults, priorities, responds and escalates accordingly.
• Ability to work with functional groups and different level of employees throughout the ATC Nigeria organization to effectively and professionally achieve business results.
• Ability to be on call for incident notifications and management.
• Ability to work overtime as required
• Proficient knowledge of Microsoft Office software applications.