The Network Operations & Support Manager is responsible for managing a team of NOC personnel who will monitor AFL’s Network Operations, manage incidents to resolution, conduct service provisioning activities and report and network performance and capacity. This involves analyzing system issues, breakdowns, troubleshooting IP networks and hardware and coordinates with fields technicians in resolving incidents. Maintains strong communication with key stakeholders and customers (internal and external) on real-time escalated faults of core, access and clients’ network until resolution, exceeding defined KPIs.

Monitor all networks 24/7 to ensure optimal performance; faults detection, analysis, troubleshooting, escalation and resolution of all network Subsystems or Nodes Such Routers, Switches and Power Equipment’s (Intrusion, Rectifiers, etc) § Provide real time performance/management of all network elements for effectiveness and provision of reports for the next action to be carried out to improve network quality. § Identify malfunctioning network element for overall efficiency using various management tools. § Escalate unresolved site issues to the Network Lead & CTO § Provide solution and analyse all faults (proactive/reactive) to all power related issues at AFL PoPs/Colo; escalating where faults cannot be fixed and working within committed Service Level Agreement (SLA). § Ensure that power related alarms, high temperature alarms, smoke alarms and intruder alarms on cell sites are correctly escalated and followed up until there is a resolution in line with the Service Level Agreement (SLA). § Set up viable procedure for assigning faults tickets to the appropriate field engineers/technicians and follow up on tickets to ensure a speedy response as stated in the Service Level Agreement (SLA). § Review general clean-up of Ticket queue. § Maintain excellent network performance using AFL’s software. § Acceptance of Integrated and configured network elements ready for ongoing monitoring. § Improve overall system efficiency using the monitoring systems by running appropriate checks for alarms and specific status of site in real time.

Proactive and good commercial acumens Handle multiple complex incidents to resolution Mature judgment Good coordination skills Problem Solving Skills Strategic orientation Good planning skills Multi-tasking Skills