Team Leader, Network Surveillance at IHS Towers | Jobs in Nigeria

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 position below:

Job Title: Team Leader, Network Surveillance

Location: Abuja

Job Description

• As Team Leader, Network Surveillance, you will ensure assigned team effectively and efficiently carries out detection, analysis, troubleshooting, escalation, and resolution of all alarms, outages, and/ or faults on the network.

Key Roles & Responsibilities

• Foster an enabling environment in which team-members promptly and effectively react to all network-related faults per shift.
• Coordinate activities and outputs of team-members, including providing on-the-job training/ guidance, ensuring strict compliance to escalation procedures, and monitoring performance based on set objectives.
• Review individual performance of team-members and complete their appraisals in accordance with the company’s performance appraisal procedures and timelines.
• Assist team-members in diagnosing and assigning difficult network problems.
• Provide inputs in identifying team-members’ training requirements and knowledge gaps.
• Ensure that team-members appropriate capture all incidents and updates on the company’s ticketing application.
• Escalate to and/ or follow up with Field Operations Team Leaders, Regional Technical Operations Managers, and Regional NOC Manager on trouble tickets and other outstanding faults (problems) for timely resolution.
• Action all alarms and trouble tickets and ensure adherence to procedures.
• Monitor the status and progress towards resolution of all opened tickets.
• Provide critical data such as client support processes, procedures and workflows into the NOC knowledge base.
• Continuously search for innovative ways to improve quality of service to both internal and external customers.
• Effectively coordinate team-members on shift, monitoring allocated portfolio and promptly reacting to and closing all network-related faults accordingly.
• Ensure regular network update reports from the team are provided to relevant units.
• Champion initiatives to automate all routine processes aimed at boosting efficiency.
• Promote communication between colleagues for the benefit of information flow and to curb any problems that may arise.
• Prepare and submit reports to the Regional NOC Manager on all matters relating to assigned team activities and performance.
• Perform other tasks and duties as assigned by the Regional NOC Manager.

Qualifications

• Bachelor’s degree in Computer Science, Telecommunications Engineering, or any related discipline.
• Professional certifications such as CCNA, CCNP, etc, will be an asset.
• +7 years’ relevant experience in the telecoms industry.
• Innovation – People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development, and work to create a collaborative and supportive operating environment.
• Integrity – People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect.
• Be Bold – People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious.
• Sustainability- People demonstrating this competency are constantly seeking to create positive impact in the communities we serve.

Functional Competencies:
Fault Management & Root-Cause Analysis

• Network Monitoring/ Availability/ Service Uptime Management
• Network Tools Admin/ Management
• Service Level Management
• Data Analysis & Reporting

Behavioural Competencies:

• Collaboration & Teamwork
• Workload Management.