NMC Shift Leader at West Indian Ocean Cable Company (WIOCC)

Reporting Line: NMC Manager

Job Objective

Lead the allocated NMC shift team to provide first level support for WIOCC and partner networks, identify incidents through pro-active monitoring and manage planned engineer works. To be acknowledged as the network assurance champion ensuring high levels of availability and performance

Key Duties & Responsibilities

• Lead allocated NMC shift team, act as duty manager when NMC Manager is not available
• Prepare shift handover report and actively participate in shift leader meetings and improvement planning
• Interface point for WIOCC NOC/TAC and partners achieving high levels of satisfaction
• Lead the proactive monitoring alarm management systems for events, create, own and manage trouble tickets to successful resolution, lead supplier incident management
• Lead incident management, trouble shooting and resolution of first level network issues
• Ensure all network tickets have correct closure data
• Use of and ensuring data integrity of systems
• Lead planned engineering works, including technical method of procedure coordination
• Identify network concerns, issues, challenges and escalate to NMC management
• Maintain accurate records, assist with auditing and data cleansing as directed
• Assist Provisioning to configure & activate services / restoration as directed
• Field operations as required (installation, patching, troubleshooting, testing, inventory)
• Lead the creation of ad hoc reports as needed
• Assist other departments and perform various projects as needed
• Adhere to all company policies and procedures

Minimum Qualification

• Bachelor’s Degree in Electrical / Electronics / Communications Engineering or extensive work experience in a related field
• Technical achievements in, any or a combination of, Optical Networking, Subsea cable systems and IP Networking

Experience & Skills

• Requires minimum of 3 years’ experience in telecom industry including experience in NOC / NMC
• Knowledge of various platforms including Subsea, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS, OSPF, BGP).
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

• Client focused, relationship builder
•  Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Excellent network diagnostic and problem-solving skills
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required