Job Title: NOC Operations and Incident Manager – Enterprise Customers
Location: Lagos, Nigeria
Employer: Airtel Nigeria (Airtel Networks Limited)
Job description:
Incident Management Process
• Develop and Supervise NOC operations for enterprise customers
Complaint logging & Tracking
• Monitor the Enterprise network performance 24×7
Meeting SLA as per criticality of incident
• Take proactive actions in case of failures and service degradations of individual customer. Inform the customer about it
Database of incidents generation, maintenance & creating MIS reports
• Prepare the Incident Management process for Enterprise customer complaints
Develop and manage NOC operations for Enterprise Customers
• Implement the Incident Management process and adhere to it.
Technical knowledge of Enterprise networks – Architecture, Operations & NOC
• Implement the Incident Management process and adhere to it.
• Acknowledging Complaint and assigning a trouble ticket.
• Define the criticality of the incident as Critical, Major or minor as soon as an incident is reported.
• Informing about the incident with impact and resolution time to all the stack holders (internal & External) as per the escalation matrix .
• Regular updates (normally hourly) of the incident resolution
• Following up with NOC and support teams till closure of the incident.
• Each incident should be closed individually with the affected customer.
• Each incident should be closed with the RCA and actions should be taken to implement the recommendations from RCA to avoid repeat failure of the similar nature.
• Generating and circulating the incident report weekly and monthly or as required.
• Creating and developing the database of incidents with the solution / actions required to make systems and process efficient. This database can be used to training NOC teams also.
• MIS for senior management
• Generate & circulate regular reports for enterprise customers – these reports should include at least usage, outages, RCAs of failures and specific incidents
• Regular meetings with partners
Desired Skills and Experience:
Educational Qualifications & Functional / Technical Skills:
• Bachelor of Engineering Degree
• Sound knowledge of NOC operations and incident management for enterprise customers
• Analytical and Presentation skills
Relevant Experience (Type of experience and minimum number of years):
• Minimum 5 years relevant experience in NOC operations and incident management
• 3 years in various aspects of enterprise networks i.e. implementations & operations.
Other requirements (Behavioural etc.):
• Entrepreneurial disposition in decision making and managing resources
• Logical decision making abilities
• Flexible and dedicated
• Ability to innovate and deliver value to business
• Ability to manage an outsourcing partner to effectively deliver on SLAs
• Ability to motivate and lead both internal and external partners
• Impeccable integrity and character
• Go-getter
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Source: NOC Operations and Incident Manager Job at Airtel Nigeria (http://www.jobnavy.com/job/26257/noc-operations-and-incident-manager-job-at-airtel-nigeria/)