Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting,
affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.

A truly innovative company, Airtel has showed resilience, charting new paths in meeting the demands and needs of its esteemed stakeholders and enhancing distribution as well as providing affordable services to empower more Nigerians.

We are recruiting to fill the position of:

Job Title: NOC Operations and Incident Manager - Enterprise Customer

Location: Lagos

Job Description
This is a vital position to support Enterprise Business with in-life customer, SLA & fault management & resolution.
He/She would be responsible for Vendor management and ensuring that MTTR is kept to the barest minimum.
It is also expected that the ideal candidate should also be hands on in transmission and IP to ensure He/She is able to connect the dots as it relates to customer solution.
Key Accoutnabilities
Expected End Results:
Incident Management Process
Database of incidents generation, maintenance & creating MIS reports
Develop and manage NOC operations for Enterprise Customers
Technical knowledge of transmission, IP & Enterprise networks – Architecture, Operations and NOC
Complaint logging & Tracking
Meeting SLA as per criticality of incident
Supporting Activities:
Develop and Supervise NOC operations for enterprise customers
Monitor the Enterprise network performance 24x7
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
Hands on Transmission & IP investigation when required
Informing about the incident with impact and resolution time to all the stakeholders (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.
Take proactive actions in case of failures and service degradations of individual customer. Inform the customer about it.
Prepare the Incident Management process for Enterprise customer complaints
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.
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.
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
Relevant Experience:
Minimum 3 years relevant experience in NOC operations, transmission operations and incident management
3 years in various aspects of enterprise networks i.e. implementations & operations
Behavioural:
Entrepreneurial disposition in decision making and managing resources
Logical decision making abilities
Ability to motivate and lead both internal and external partners
Impeccable integrity and character
Go-getter
Flexible and dedicated
Ability to innovate and deliver value to business
Ability to manage an outsourcing partner to effectively deliver on SLAs
How to Apply
Interested and qualified candidates should:
Click here to apply online