Engineer - Enterprise Data and Internet NSMC

Job title : Engineer - Enterprise Data and Internet NSMC

Reports To: Manager - Enterprise Fault Management

Division: Network

Mission:

• Run day?to?day service assurance from the Enterprise Fault Management NOC as the NSMC hub, ensuring enterprise service incidents and updates (e.g., Bayobab, IPConnect, ICT, Broadband, Leased Lines) are accurately captured, coordinated, and communicated to all stakeholders.
• Serve as the SVMS governance and operations SPOC for enterprise services, coordinating network operations actions and escalations to maintain service continuity and SLA performance.
• Support Enterprise Business account partners by providing timely service performance and KPI information required to validate customer experience and enable financial reconciliation processes.

Description:

• Provides governance for first line maintenance of network resources.
• Detecting and acknowledging of all alarms from all network elements such as Core, Transmission and Access Networks
• Real Time Performance/Management of all Access network elements for effectiveness and provision of daily reports for the next action to be carried out to improve network quality.
• Assume responsibility for correctly forwarding trouble tickets issued against all MTN staff, other PTOs, International providers and MTN contractors. Also ensure that those tickets are resolved within specified period.
• Identifying the malfunctioning of Fixed network element for overall efficiency and trouble spots using various NSMC tools such as CEM, OWS, Netboss, NCE FAN for FBB, CTN nodes.
• Escalate all unresolved faults to Team Lead Enterprise Fixed Services if necessary.
• Act as SPOC and provide access through Ticketing Tool Access Ref number to MTN Contractors, Customer Support Engineers, Field Engineers, DCN, Data and Internet, Operational Maintenance Centre Engineers and other PTOs companies for planned work/change request and access to all MTN locations.
• Perform NSMC Data and Internet Engineers' duties as instructed by NSMC Data and Internet Team Lead, e.g., escalation and correlation of outages, reporting, follow-up and resolution of all network faults.
• Escalate all faulty devices or hardware detected after troubleshooting/diagnosing (which cannot be resolved remotely) to the Managed Service vendors, / Tx Edge/Datacom for related issues to improve network performance.
• Provide ideas and feedback on software tools, procedures, and improvements to NSMC Data and Internet Operations functionality.
• Ensure proper management and implementation of all network changes according to the organization (MTNN) Change Management process and procedures.
• Provide regular update on MTNN performance and other network issues to all the stakeholders (Management escalation unit, sales and distribution, customer relations, marketing, and other relevant department in MTNN
• Ensure NSMC Data and Internet Shift Hand-over procedure is strictly adhered to
• Any extra duty given from time to time by Team Lead Enterprise Fixed Services.

Education:

• First degree in related discipline
• Fluent in English
• CCNA, CCNP or experience in ICT function.

Experience:

3-7 years' experience which includes

• Minimum of 3 years' experience in an area of specialization; with experience in supervising others
• Experience working in a NOC environment.