American Tower Africa IT Jobs in Accra
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The Supervisor, Network Operations Center (NOC) is responsible for managing a team of Vendor’s NOC Technicians supporting ATC’s entire asset portfolio. This includes directly supervising these employees and maintaining staffing levels and skill sets needed to support operations in a 24/7 shift system. The incumbent will ensure shifts are covered with appropriately skilled personnel in order to support incident management activities (i.e. outages and impairments).
This position will also partner and effectively manage the relationship with external maintenance and operations vendors to oversee tickets, escalations and ensure maximum possible network service availability in accordance with agreed SLA. The NOC Support Supervisor will be responsible for creating and producing quality reports on network availability and in addition, ensure appropriate response times and ticket escalations in accordance with the escalation matrix.
Responsibilities
- Work in a 24/7 shift system
- Ensure compliance with SMPMS NOC operational objectives, policies/procedures, work schedules, and reporting metrics.
- Ensure SMPMS NOC Technicians are effectively supported through day-to-day interaction, team meetings, and individual coaching/mentoring.
- Manage NOC-related activities to achieve network reliability metrics, including SLA, MTTR, alarm recovery, and system availability.
- Audit and maintain integrity of operations-centric data in all operation tools and systems, including proper closure of tickets/tasks and updates.
- Build and maintain strong relationship with key stakeholders (both internal and external). Escalate in a timely manner, to appropriate individuals, teams, and organizations, outage events and/or impairments and issues that cannot be resolved within appropriate timeframes to ensure efficient resolution and minimize impact to customers
- Deliver to management, event analysis and/or reasons for outage and request for outage summations
- Liaise with all Vendors and Clients accessing BTS sites
- Proactively identify and recommend continuous improvement initiatives for the team.
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Supervisory Responsibilities
- Supervise team of SMPMS NOC Technicians
- Maintain effective shift coverage schedule for NOC employees at all times
- Build and maintain strong collaborative team environment
- Proactively identify and resolve personnel issues in conjunction with NOC Manager and/or HR.
- Ensure effective performance management of team, identifying skills gab and coaching and developing as part of High Performance Culture
Qualifications
- Bachelor's degree in Electrical/Electronics, Computer Science, or a related area, or the equivalent combination of formal education/training and/or experience.
- At least 2 years hands-on experience in NOC supervisory operations.
- 2+ years’ experience in Telecommunications or a related field.
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