Job Description
NOC Operations and Incident Manager – Enterprise Customers
Airtel Nigeria – Lagos
Airtel Nigeria – Lagos
Job description
Incident Management Process
Develop and Supervise NOC operations for enterprise customers
Complaint logging & Tracking
Monitor the Enterprise network performance 24×7
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
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
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.
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
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
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.
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
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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