NOC & Support Manager

Job Description

Testamy AI System is looking for a NOC & Support Manager is responsible for managing and coordinating the NOC team to ensure the network operates efficiently without interruption. The role works closely with network users, customers, vendors, engineers, and the wider technical team, while ensuring that systems and technologies are continually upgraded to support service assurance and an optimal customer experience.

Salary: ₦500,000 monthly

Key Responsibilities

• Develop and implement policies, procedures, and practices that support efficient NOC workflows and the stability of AFL’s infrastructure.
• Monitor system and network operations, capability, and performance to drive continuous improvement and maintain optimal 24/7 service delivery.
• Identify process and efficiency improvement opportunities, and provide performance interventions and reports to support future capacity planning.
• Lead root-cause analysis, fault detection, troubleshooting, escalation, and resolution for Base Station Subsystems and Nodes, including BTS, BSC, power equipment, intrusion, and rectifier alerts.
• Develop new processes and re-engineer existing processes to improve NOC operations.
• Resolve hardware, software, and environmental alerts.
• Provide innovative solutions to network problems and ensure customer needs are clearly defined and satisfactorily addressed.
• Train the NOC team on risk-management directives, establish compliance processes, and develop SOPs for issue resolution across operational areas.
• Track and escalate unresolved issues to the Chief Technical Officer.
• Develop traffic-statistics and trending reports for network planning and forecasting.
• Analyse daily, weekly, and monthly performance reports for AFL sub-stations, identify KPI exceptions, and drive resolution of abnormal network statistics.
• Develop and retain responsive, customer-focused engineers.
• Manage partner operational expectations.
• And provide hands-on technical support for customer environments.
• Manage the NOC budget and monitor project cost variance.
• Improve network-downtime resolution, escalation accuracy, turnaround time, operational efficiency, and quality assurance.
• Drive internal and external customer satisfaction and manage customer complaints.
• Lead self and team development through competency development and skills improvement.

.

Key Requirements

• A degree in Computer Science, Electrical Engineering, IT, or a related field.
• At least 10 years of relevant telecommunications, NOC, or technical support experience.
• Demonstrated experience managing NOC operations and support teams in a telecom environment.
• Strong knowledge of GSM network operations, WAN administration, BGP, MPLS, and SIP technologies.
• Practical experience with digital switching, traffic engineering, and telecom testing methodologies.
• Ability to diagnose hardware and software faults, lead root-cause analysis, and manage escalations.
• Experience monitoring service KPIs and producing clear operational and performance reports.
• Strong stakeholder-management, communication, team-leadership, and training skills.

Benefits

• Opportunity for performance-based incentives in line with company policy.
• Support for relevant technical training and professional development.
• Access to health-support benefits where provided under the company benefits policy.
• Paid leave and statutory pension support in accordance with applicable policy and regulations.