Hiring Organization: e.Stream Networks (Nigeria) Limited
Location: Victoria Island, Lagos
Reports to: Chief Technical Officer
The Network Operations Access Manager is responsible for managing the network operations access team to ensure service delivery, service quality, service support, and maintenance meet e.stream’s defined guidelines for these activities.
Provide direction and clear, tactical and strategic objectives for Network Operations Access related to functions, capabilities, capacity, and service delivery
Be informed of the latest developments and update corporate knowledge of technology trends and their impact on the company business
Develop and maintain a succession plan across all positions and skillsets within the department
Ensure that all staff and contractors are knowledgeable and proficient, across all technology platforms involved in service delivery
Effectively manage contract resources to support service implementation, support, and maintenance KPIs
Effectively manage the day to day operational activities of the Access Network Team in line with service delivery, maintenance and support goals and KPIs
Foster ongoing improvement in service delivery processes, implementation and support delivery time frames, and the utilization of human and financial resources
Proactively ensure POP Team Leads, utilize the provided monitoring tools to proactively monitor customer services under their responsibility
Ensure all Team leads, FSEs, Riggers and contractors are equipped with the required tools and software to effectively provide superior service delivery
Identify the root cause of service delivery incidents and provide solutions and recommendations to eliminate continual recurrence of preventable service delivery incidents.
Monitor service delivery parameters on an ongoing basis, benchmarking against defined customer SLA metrics
Ensure resolution of all escalated service delivery incidents are resolved within the parameters defined in the Company’s customer SLA
Manage a team of Network Operations Access resources that support the Company’s service delivery goals and objectives
Ensure the Network Operations Access team maintains and updates knowledge base related to supported service delivery technologies
professional networks across teams through collaboration and co-operation
Bachelor’s degree in Information Technology, Electrical Electronics Engineering.
Minimum of 7 years’ relevant experience in the area of specialization; with experience in supervising/managing others.
Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider.
Skills & Abilities:
Strong skills and knowledge in RF Technology Configuration and installation (Microwave, ISM Band PTP PTMP & VSAT Technology)
Demonstrate strong knowledge in Project Management.
Proficient in customer LAN edge devices troubleshooting
Advanced troubleshooting skills within the Access Network environment
Proficient in the use of software inspection tools to address customer LAN issues
Working knowledge of IP Routing, and switching
Knowledge in iDirect products
Knowledge of Fiber Technology
Proficient in analysis
Strong Relationship & People Management
Adherence to defined processes and procedures, documentation of network Incident, deployment & survey history
Achieve service delivery within the specified time frames for on-net services
Achieve service delivery within the specified time frames for off-net services
Ensure service implementations meet the defined installation quality standards on physical installation and defined design performance metrics
Achieve Access Network Availability as per the defined performance guidelines
Ensure the annual maintenance plan for the Access network is scheduled implemented
Improve Customer Experience and Satisfaction scores
Ensure identified Service Issues meet or exceed SLA defined resolution time frames
Achieve cost savings on service deployment and maintenance expenses
The incumbent may be required to sit in cold (air-conditioned) rooms for a long time.
The incumbent may be required to travel out of station often.
This position requires physical and mental strength.
How to Apply
Interested and qualified candidates should forward their CV format to: [email protected] using the Job Title as the subject of the email.
Note: Only qualified candidates will be shortlisted.Interested and qualified? Go to e.Stream Networks (Nigeria) Limited on www.estreamnetworks.net to apply