Job Objective:
To deliver exceptional first-level client support, troubleshoot incidents, conduct proactive monitoring to identify issues, and oversee planned engineering activities. Strive to be recognized as the client’s trusted advocate by maintaining high satisfaction levels and delivering an outstanding client experience.
Reporting directly to the Network Operations Center (NOC) Team Leader, this role involves overseeing operational activities and ensuring alignment with established protocols. The position requires close collaboration with senior management to address performance metrics and implement strategic improvements. Key responsibilities include monitoring network systems, troubleshooting issues, and coordinating incident response efforts to maintain seamless service delivery. Additionally, the role entails providing guidance to team members, fostering a culture of accountability, and contributing to continuous process optimization within the NOC framework.
Oversee and execute a comprehensive range of critical duties and responsibilities integral to the role, ensuring alignment with organizational objectives and operational excellence. This encompasses a broad spectrum of tasks designed to maintain productivity, foster team collaboration, and uphold high standards of performance. Responsibilities include managing workflows, coordinating departmental activities, and implementing strategies to optimize efficiency and effectiveness. Additionally, the position requires adherence to established policies, meticulous attention to detail, and proactive problem-solving to address challenges promptly and effectively.
Interface with clients to address service assurance and delivery inquiries, ensuring consistently high levels of client satisfaction.
Proactively oversee alarm management systems to identify events, and take ownership of creating and managing trouble tickets to ensure incidents are resolved effectively.
Collaborate with vendors to address and resolve any issues that arise.
Provide incident management support; trouble shooting and resolving all technical incidents at first level
Ensure that all service tickets within NetSuite are closed with accurate and complete data.
Provide support for scheduled engineering projects, conducting analyses of potential service impacts and ensuring timely notifications to clients.
Analyze service-related concerns, issues, and challenges, then escalate them to the Technical Assistance Center (TAC) and senior management for resolution and further action.
Maintain precise documentation, facilitate auditing processes, and perform data cleaning tasks as needed.
Provide support to Field Engineers as needed, including tasks such as installation, patching, troubleshooting, testing, and managing inventory.
Compile ad hoc reports whenever necessary to support business requirements and provide timely insights.
Provide support to other departments and contribute to diverse initiatives as needed.
Minimum qualifications include a Bachelor’s degree in a relevant field or equivalent work experience, a minimum of three years of hands-on experience in the specified area, and proficiency in pertinent software or tools. Strong analytical and problem-solving capabilities are essential, along with excellent communication skills. The ability to work independently and collaboratively in a team environment is required. Prior experience in project management or related roles is a plus.
A bachelor’s degree in Engineering or Information Technology is required.
Obtaining industry-recognized certifications such as Cisco Certified Network Associate (CCNA) or Juniper Networks Certified Associate (INDIA), ITIL, and MEF credentials is essential for this role. These certifications validate expertise in networking fundamentals, IT service management, and MEF-specific technologies, ensuring a strong foundation in key technical and operational areas.
Seeking a candidate with a proven track record in the relevant field, possessing strong technical proficiencies and specialized knowledge pertinent to the role. The ideal applicant will demonstrate expertise through prior engagements, exhibiting both hands-on experience and a deep understanding of industry best practices. Essential competencies include advanced analytical capabilities, exceptional problem-solving aptitude, and the ability to adapt to evolving challenges and technologies. Familiarity with key tools, methodologies, and frameworks is required, along with excellent communication skills to collaborate effectively within cross-functional teams. A commitment to continuous learning and professional development is highly valued.
Professional internship experience in the telecommunications sector is strongly preferred.
Proficient in a range of technology platforms within the transport domain, including SDH, DWDM, and OTN, as well as data networking technologies such as BGP, Ethernet, and IP/MPLS.
Professional Monitoring Systems Expertise: Familiarity with various monitoring tools, including PRTG, NHS, OMS, Cacti, among others.
Demonstrates strong proficiency in both written and verbal communication, ensuring clear and effective conveyance of ideas and information.
Exceptional interpersonal and communication skills are essential, with a strong aptitude for attentive listening and distilling information into concise, clear summaries for clients.
Attributes
Integrity, honesty, and unwavering adherence to strong ethical principles are non-negotiable attributes for this role.
Client-focused relationship builder adept at cultivating and sustaining strong, long-term partnerships with clients. Skilled in understanding client needs, addressing concerns promptly, and delivering tailored solutions to exceed expectations. Proven ability to collaborate cross-functionally to ensure seamless service delivery and foster trust. Committed to maintaining open communication and providing exceptional support to drive client satisfaction and retention.
Seeking a dynamic, highly motivated, and adaptable professional eager to embrace new challenges and opportunities. The ideal candidate will demonstrate unwavering enthusiasm, strong commitment, and the ability to thrive in evolving environments.
Striving for excellence, precision, and meticulous attention to detail stands as a fundamental requirement for this role.
Collaborative, we deliver outstanding results by leveraging teamwork and strategic partnerships to drive success and innovation.
Capable of effectively balancing competing priorities and resolving complex issues in a dynamic, high-pressure setting.
Demonstrates a high level of analytical competence, with the capacity to gather, organize, and assess data from multiple origins.
Ready to work rotating shifts that may include nights, weekends, and public holidays, as well as respond to on-call assignments when necessary.
Qualifications
BA/BSc/HND , Professional Certificate
