Description
Job: IRC3974
Job Summary
Handle network monitoring and surveillance, track network incidents and assist with the resolution of all network issues.
Principal Functions
24/7 monitoring of active and passive network nodes (RAN, IP, Core, VAS, Transmission, Data Centre passive equipment and enterprise solutions)
Escalation of alarms, outages, dips, degradations, and other failures to field and BO teams for support, COF, and resolution
Follow-up with resolver teams for resolution of network faults and incidents
Management of incident tickets (TT creation, assignment, tracking, update, and closure) within SLA
Provision of support for troubleshooting of POF and COF for network incidents
Provision of support for field engineers in checking current alarms and operational status to ensure they are guided appropriately in fault resolution
Interfacing (escalation and resolution follow-up) on network faults and incidents with other service providers (Colocation service providers, lease lines and interconnect service providers, etc.)
Provision of regular periodic updates on all network faults and incidents
Send notifications for planned/unplanned outages to all stakeholders
Provide operations primary point of interface for enterprise customers and partners
Conduct initial demarcation of enterprise customers and partners complaints
Notify customers of problems on enterprise services and provide regular periodic updates on ongoing resolution actions till service restoration
Work with back office to ensure visibility of all network nodes
Process access to MGWs, BSCs, Data Centres and network sites for maintenance and troubleshooting
Perform other duties as assigned by the Incident and Surveillance Manager.
Educational Requirements
First Degree or equivalent in Electrical or Computer Engineering or a related discipline
Two (2) years post NYSC work experience.
Experience, Skills & Competencies
Knowledge:
Network Administration
Microsoft Office suite
Network Surveillance / monitoring tools(advantage)
Skills:
Personal Effectiveness
Problem Solving
Behavior:
Passion for Excellence
Integrity
Empowering people
Growing people
Teamwork
Customer Focus.
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Job: IRC3978
Job Summary
Resolution of enterprise link incidents and subscriber complaints; customer experience management; coordinating SOC / Enterprise FO teams in the day-to-day activities in the front office.
Principal Functions
Ensure 24*7 Monitoring of Enterprise links and solutions
Resolve subscriber complaints on BES platform
Monitoring and analysis of critical KQIs
Provide proactive and enhanced reactive care for subscribers' services
Raise customer-centric operations transformation initiatives
Ensure proper management of enterprise link failures within SLA
Effective demarcation of Enterprise customers complaints
Work with back office to ensure network visibility of enterprise links
Ensure availability of all enterprise links and services monitoring systems
Provide operations primary point of interface for enterprise customers
Troubleshooting of POF and COF for enterprise links and service problem
Escalate problems on enterprise links to the back office
Work with back office on the resolution of enterprise link problems
Proactively work with other stakeholders on enterprise link problem requiring cross-departmental collaboration
Provide periodic regular updates on resolution of enterprise link problems to customers
Ensure effective communication with enterprise customers
Support reconciliation of availability figures with enterprise customers
Process site access requests for maintenance and troubleshooting of enterprise links
Generation and management of enterprise reports as required.
Perform other duties assigned by the Head, NOC & BSS
Educational Requirements
First Degree or equivalent in Electrical or Computer Engineering or relevant discipline
Four (4) to six (6) years post NYSCwork experience in NOC operations
Multi-vendor solution experience
Experience, Skills & Competencies
Knowledge:
Network availability and capacity management
Network administration
Network operations and maintenance
Transmission fiber and Microwave knowledge
Knowledge of IP/Routers/Switches etc.
Basic understanding of IP Network
Skills:
Communication
Delegation/ Supervisory
Problem Solving
Behavior:
Passion for Excellence
Integrity
Empowering people
Growing people
Teamwork
Customer Focus.
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Job Summary
Management of NOC processes and quality assurance; handling vendor performance/service availability reconciliation
Principal Functions
SLA/KPI management and reconciliation with vendors and customers
Collocation availability and performance reconciliation
Writing of NOC processes to govern NOC operations
Monitoring of NOC processes performance.
Ensuring activities at the NOC aligns with the NOC approved processes
Review and updating of NOC processes to ensure it is relevant to the NOC operations.
Generation of NOC processes performance reports as required.
Generation of vendor performance reports
Generation of collocation performance reports
Evaluation of vendors performance
Perform other duties assigned by the Head, NOC & BSS
Educational Requirements
First degree or equivalent in Electrical or Computer Engineering or relevant discipline
Four (4) to Six (6) years post NYSC work experience
Experience,Skills & Competencies
Knowledge:
Network availability and capacitymanagement
Network administration
Network operations and maintenance
Vendor management
Process writing
Skills:
Communication
Delegation/ Supervisory
Reconciliation
Negotiation
Problem Solving
Presentation
Behavior:
Passion for Excellence
Integrity
Empowering people
Growing people
Teamwork
Customer Focus
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Job: IRC3976
Job Summary
Track vendors activities to ensure vendors deliver all contractual obligations and commitments based on deliverables in the service agreements.
Principal Functions
Collaborate with technical user teams to provide inputs for quarterly compliance evaluation.
Prepare and track contract deliverables register.
Prepare and track Preventive and corrective maintenance obligations.
Prepare and track tools and systems capabilities in order to ensure compliance to the contract.
Conduct vendor site visits and ensure standards are met
Participate in weekly and monthly Technical vendors performance meetings to provide updates on tracked compliance.
Analyze all requirements and provisions in contracts to ensure alignment with technical and corporate goals and objectives.
Ensure that contracts are executed in good time and according to Technical service levels.
Audit existing contracts and oversees contract modifications.
Prepare reports on the status of contracts for technical management.
Maintain a secure document storage system for information sharing.
Document dispute and submit report for immediate resolution.
Perform any other duty as assigned by the line Manager.
Educational Requirements
First Degree in a relevant discipline from a recognized university.
4 years post NYSC work experience in Contract Enforcement.
Proven understanding of Technical contracts in the telecoms industry.
Experience, Skills & Competencies
Knowledge:
Business Application Knowledge
Network Operations
Company contract policies, processes and procedures
Skills:
Personal Effectiveness
Communication
Problem Solving
Behavior:
Passion for Excellence
Integrity
Empowering people
Growing people
Teamwork
Customer Focus.
go to method of application »
Job Summary
Coordinate NOC FO teams in the day-to-day activities in the NOC Front office.
Principal Functions
Support the NOC manager by leading NOCFO shift team
Ensuring proper management of alarms from monitoring systems within SLA
Ownership of the shift workload through effective queue management; ensuring adherence to NOC processes
Be the primary focal point for escalated incidents and problems during shifts
Ensure proper ticketing, documentation, and follow-up on network incidents
Coordinate incident correlation and escalation across different units
Participate in performance management reviews of the shift team
Ensure effective NOC communication with internal and external stakeholders and customers
Proactively work with other stakeholders on network incidents requiring cross-departmental collaboration
Ensure availability of all network monitoring systems and visibility of all network nodes
Support reconciliation of outages and availability figures with other service providers (Colocation service providers, lease lines and interconnect service providers, etc.) and enterprise customers
Generate reports on NOC fault management on the network as required.
Perform other duties assigned by the Incident and Surveillance Manager
Educational Requirements
First degree or equivalent in Electrical or Computer Engineering or relevant discipline
Three (3) to five (5) years post NYSC work experience in NOC operations
Multi-vendor solution experience
Experience,Skills & Competencies
Knowledge:
Network availability and capacity management
Network administration
Network operations and maintenance
Microsoft Office suite
Network Surveillance/monitoring tools(advantage)
Skills:
Communication
Analytical Skill
Delegation/ Supervisory
Problem Solving
Behavior:
Passion for Excellence
Integrity
Empowering people
Growing people
Teamwork
Customer Focus
go to method of application »
Job Summary
Manage vendorsactivities, contract reviews and negotiations to ensure vendors deliver allcontractual obligations and commitments based on agreements in the servicelevel agreements (SLAs) with minimal and controlled risks.
Principal Functions
Tactical:
Manage vendors, contract implementation and strategic projects; ensuring vendors are compliant with and deliver all contractual obligations and commitments based on the service level agreements(SLAs).
Track 9mobile compliance with contract terms and conditions, commitments, and communicate findings
Define Collaborate with stakeholders to define efficient and workable technical scope criteria for RFPs and contract engagement.
Maintain strong relationship with vendor teams and knowledge of vendor environment
Establish and maintain relationship with key internal and external stakeholders to ensure synergy across the various departmental functions.
Manage and mentor the human and material resources of the contracts team to optimise performance, morale and enhance productivity.
Operational:
Periodic optimization and review of all Technical OPEX contracts to identify risks and mitigating solutions.
Participate in the negotiation of new contracts and changes to existing contracts.
Prepare an effective analysis of technical RFP submissions, identify shortcomings in order to eliminate disputes once the contract is signed and executed.
Handle dispute resolutions and manage vendor expectations.
Ensure that business goals are accomplished by effective contract implementation.
Maintain a systematic database for the contract management system.
Conduct contracts awareness workshops for technical user teams.
Establish good working relationships with all cross-functional stakeholders.
Organise quarterly compliance evaluation workshop for all operational vendors, identify weak areas and advice measures for improvements.
Prepare monthly report to management on contract issuance status to check progress and identify areas of concern and support needed.
Collaborate with user teams to organise site visits for selected areas to determine physical reality.
Prepare annual compliance analysis to show 9mobile as well as vendor contract compliance levels.
Organize periodic vendor award programmes to reward vendor performance.
Create competitive environment for vendor efficiency.
Prepare/compile agreed periodic activity and performance reports to communicate the progress of the unit to the Director, Operations
Educational Requirements
First degree in any relevant discipline.
Minimum of Six (6) to Eight (8) year work experience with at least three (3) years exposure in contracts enforcement management in telecommunication's Technical environment.
Experience, Skills & Competencies
Knowledge:
Business Application Knowledge & Telecommunications fundamentals
Service Continuity Management, Monitoring and Control
Project Management, Vendor &Contract Management
Knowledge of Financial Management &General Ledger understanding
Skills:
Change Management, Communication, Negotiation & Problem-solving skills
Emotional and Relationship Intelligence
Leadership and People Management
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