Operator – NOC

Job Description

It is an exciting time to join IHS Towers, and we are seeking an experienced, dynamic, and competent Operator, NOC who will be responsible to support by providing efficient network monitoring capacities for quick actions and correction. This role is part of the to the Team Leader, NOC in charge of the Back Office.

• Ensure that power related faults are correctly diagnosed and escalated by providing 24/7 site monitoring on a shift basis
• Inform the field supervisors and maintenance contractors of faults and track corrective actions till faults are cleared.
• Monitor the network for overall efficiency and trouble spot remote monitoring tools to reduce downtime and unavailability
• Ability to escalate on time in compliance with the SLA to the appropriate person.
• Create, update and close all tickets incidents with the appropriate reason All the tickets created MUST be closed once the incident is closed and the reason of the incidents must be logical according to the site topology and the technicians feedback.
• Prepare comprehensive breakdown report using word and excel on Hourly or daily basis
• Control site access and site refuelling, network changes and maintenance activities
• Monitor allocated network nodes effectively and react promptly to all network related faults. Adhere to alarms and escalate. to get quick responses.
• Responsible for correctly forwarding tickets to field support engineers, following up on tickets and ensuring a speedy response
• Communicate regularly with the line manager and the Field Support Engineers to know the status of the sites
• Communicate regularly with customers for incidents in the network and respond to their requests within the SLA.
• Report every issue and update to the Team Leader, NOC
• Carry out other tasks and assignments as directed by the Team Leader, NOC.

Qualifications

Required Experience and Qualifications

• Bachelor’s degree in Electrical/Electronic Engineering, Computer Engineering, Telecom Engineering, and Computer Science.
• A minimum of 1-2  years cognate experience.

Functional Competencies

• NOC Response time to faults (Ensuring Network is under surveillance 24/7 and that alarms are reported and escalated on time)
•    Network Power Uptime (Follow up issues resolution to achieve network uptime target)
•  Trouble tickets closure (Follow up timely permanent closure of TTs)
• Reporting (Escalating and report as per NOC procedures)
•  Interpersonal skills
• Oral &written communication
• Customer service
•  Computer appreciation: MS Word, Excel, Power-Point, Outlook, Visio, etc…
• Proactive
•  Communication skills with engineers

Additional Information

Organizational Competencies

Customer Focus - People demonstrating this competency understand & exceed our customers’ needs. They develop trusted, reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery.

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.

Our Vision

IHS is committed to improving the quality and availability of telecommunications infrastructure, the lifeline for an increasingly connected world. We are dedicated to helping create a sustainable future for the communities in which we operate, and our sustainable strategy is structured around four pillars: ethics and governance, environment and climate change, education and economic growth, and our people and communities.