Author Topic: NOC Operations and Incident Manager Job at Airtel Nigeria  (Read 282 times)

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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

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