Core Description
Reporting to the Technical Manager, you will be primarily responsible for maintaining, upgrading and developing iWayAfrica’s multiservice network infrastructure and implementing changes in response to user requests and project work. You will also act as the first representation for the company’s tactical formulation of Technical Networks Strategic Road Map in line with the Business Strategies and competitive edge by providing a variety of technical and non-technical consulting, and advisory services for clients both inside and outside the company. You will be required to lead and be a mentor to less experienced staff and deal with escalated issues from other members of the team and other departments.
Job responsibilities:
Ensure timely and comprehensive diagnosis and fault resolution of ALL network devices such as routers, switches, firewalls, bandwidth managers and cache appliances
Ensure the core network performance and availability is within the stipulated Key Performance Indicators (KPIs)
Ensure key network performance parameters are monitored by the NOC and propose improvements in monitoring to accurately measure the overall performance of the network
Demonstrate technical and advisory skills to support customers and sales teams, effectively communicate the technical and business message through collecting all relevant information from clients and creating write-ups with recommendations
Successfully participate in complex customer accounts or projects, bridging between the needs of the customer and the company
Work with Sales and Marketing Managers and Sales Teams to provide technical and business expertise, inner workings of the consulting business and delivery of solutions, such that company service offerings and technical capabilities are maximized on each customer engagement
Facilitate meetings and present concepts to clients and design solutions to meet their business expectations
Propose solutions that exceed customer expectations by creating additional value and the need for future engagements through implementations that meet technical requirements, target schedule milestones and budgets
Provide in depth knowledge of new advances in networking and security technologies to drive the business and achieve client’s satisfaction
Monitoring the Health of iWayAfrica’s production network and related components.
Oversee timely and thorough network element fault identification, diagnosis, reporting, follow-up and fault clearance.
Oversee execution of customer solutions that delivers the set SLAs.
Oversee monitoring of status of iWayAfrica network
Ensure monitoring and documenting of iWayAfrica’s production network health and utilization statistics.
Provide leadership to the NOC team and act as a second or third level escalations from the NOC or from other team members
Ensure continuous communication between support team on network status
Ensure proper fault escalation and network updates.
Ensure Communication of maintenance and any issues that may affect the customers to the support and other technical teams.
Ensure timely and accurate reporting on the network status and performance – weekly, monthly and when else required.
Required Knowledge
Computer hardware, network systems and transmission systems (CCNP/JNCIP, MPLS, advanced BGP, ISIS, OSPF. SDH, ONT, Metro Ethernet), WIMAX, Satellite systems.
Qualifications:Electrical/Telecommunications engineering, Computer Science, Information Technology or equivalent degree with not less than 5 years’ experience in a busy Support Environment preferably in telecommunications industry.
