1. Network Monitoring and Troubleshooting:
o Monitor network performance, availability, and security across multiple domains.
o Identify and troubleshoot network issues within each domain.
o Analyze network traffic patterns and proactively address potential bottlenecks or vulnerabilities.
o Coordinate with cross-functional teams to resolve network incidents and minimize downtime.
2. Incident Management and Escalation:
o Respond to network incidents, alerts, and service requests in a timely manner.
o Follow incident management procedures to ensure proper ticketing, tracking, and resolution.
o Escalate complex or critical incidents to senior engineers or management as required.
o Provide clear and concise communication to stakeholders regarding incident status and resolution progress.
3. Radio Network Management:
o Manage and maintain the radio network infrastructure, including 2G, 3G, and 4G technologies.
o Monitor radio network performance and troubleshoot problems related to coverage, signal quality, and interference.
o Coordinate with radio planning teams for network optimization and capacity planning.
o Ensure proper documentation and configuration management of radio network elements.
4. Core CS and PS Network Management:
o Manage and maintain the core CS and PS network infrastructure, including switches, routers, and servers.
o Monitor core network performance and troubleshoot problems related to call routing, signaling, and data transfer.
o Coordinate with core network teams for network upgrades and configuration changes.
o Ensure proper documentation and configuration management of core network elements.
5. MPBN (Mobile Packet Backbone Network) Management:
o Manage and maintain the MPBN infrastructure, including MPLS routers and switches.
o Monitor MPBN performance and troubleshoot problems related to network connectivity and traffic routing.
o Coordinate with MPBN service providers for network upgrades and troubleshooting.
o Ensure proper documentation and configuration management of MPBN network elements.
6. ISP Links Management:
o Manage and maintain the ISP links connecting the network to the internet and other external networks.
o Monitor ISP link performance and troubleshoot problems related to connectivity and bandwidth.
o Coordinate with internet service providers for link upgrades, troubleshooting, and capacity planning.
o Ensure proper documentation and configuration management of ISP link connections.
7. Customer Care Complaints Resolution:
o Address network-related complaints and issues raised by customers through the customer care department.
o Investigate and troubleshoot customer complaints, identify the root cause, and provide timely resolutions.
o Collaborate with customer care representatives to ensure effective communication and customer satisfaction.
o Document and escalate recurring or critical customer issues for further analysis and improvement.
8. Documentation and Reporting:
o Maintain accurate and up-to-date documentation of network configurations, procedures, and troubleshooting steps.
o Generate reports on network performance, incidents, and trends for management review.
o Contribute to the development and improvement of network documentation and standard operating procedures.
9. Network Security and Compliance:
o Implement and maintain network security measures to protect against unauthorized access and potential threats.
o Monitor network for security breaches and take appropriate action to mitigate risks.
o Ensure compliance with industry regulations and standards related to network operations and security.
10. Continuous Improvement:
o Stay updated with the latest trends, technologies, and best practices in network engineering and operations.
o Identify opportunities for process improvement and automation to enhance network efficiency and reliability.
o Participate in knowledge sharing and training sessions to enhance technical skills and knowledge.
11. Network KPIs Monitoring and Reporting:
o Monitor and track network Key Performance Indicators (KPIs) across all domains.
o Analyze KPI trends and deviations to identify areas for improvement and ensure adherence to performance targets.
o Generate regular reports on network KPIs, highlighting performance metrics and areas requiring attention.
o Collaborate with cross-functional teams to develop action plans for optimizing network performance based on KPI analysis.
12. Service Desk 24/7 Support:
o Provide round-the-clock support as part of the service desk team.
o Handle incoming service requests, incidents, and escalations from users and stakeholders.
o Troubleshoot and resolve first-level network issues, escalating complex problems as necessary.
o Maintain accurate and up-to-date records of service desk activities.
13. First Level of Operation (FLO) in All Domains:
o Act as the first point of contact for operational activities within all domains.
o Monitor and manage day-to-day operations, ensuring adherence to standard operating procedures.
o Perform routine operational tasks, such as device configuration, software updates, and system checks.
o Collaborate with cross-functional teams to address operational issues and implement corrective actions.
14. Change Management:
o Implement and manage change management processes for network infrastructure.
o Review and assess change requests, ensuring they adhere to established guidelines.
o Coordinate with stakeholders to plan and schedule network changes.
o Communicate change details and impact to relevant teams and stakeholders.
o Conduct post-change evaluations to ensure successful implementation and minimize disruptions.
15. Root Cause Analysis (RCA) Reports:
o Initiate RCA report
o Conduct root cause analysis for network incidents and outages.
o Identify and investigate the underlying causes of network issues.
o Document findings and prepare RCA reports outlining the causes, impact, and recommended actions.
o Collaborate with cross-functional teams to implement preventive measures based on RCA findings.
o Present RCA reports to management and stakeholders to drive continuous improvement.
OH&S/QMS Role and Responsibilities
1. Ensures the implementation of OH&S/QMS requirements on all assigned cell sites.
2. Fills all related OH&S/QMS documents on sites.
3. Conducts site safety induction by explaining to subcontractors their responsibilities in terms of OH&S requirements of i engineering and clients.
4. Ensures that adequate PPE is used by both i engineering and subcontractors’ teams.
5. Ensures that safe work procedures are being adhered to.
6. Investigates and fills the incident investigation report and shares it with the OH&S representative.
7. Ensures emergency drills are conducted on sites.
8. Deals directly with the client’s representative on all OH&S matters on sites.
9. Reports on any hazard, incident, and accident to the direct supervisor of all assigned sites.
- Bachelor's degree in Electric and Electronic Engineering, ICT, Computer Science, Information Technology, or a related field.
- Industry certifications such as CCNA, CCNP, or equivalent is desirable.
- Proven experience as a NOC Engineer or similar role in a complex network environment, specifically within the domains of Radio (2G, 3G, 4G), Core CS and PS, Transmission, MPBN, ISP Links, and addressing Customer Care complaints.
- Strong knowledge of network protocols, technologies, and architectures (TCP/IP, VLANs, VPNs, etc.) within these domains.
- Experience with network monitoring and troubleshooting tools (e.g., NMS , OSS, ticketing tool, automation, PRTG, SNMP, Wireshark. etc) within these domains.
- Familiarity with network devices / Nodes and technologies (MSS, BSC RNC, BTS NODEB ENODEB, MGW, STP SGSN GGSN, MMEs, routers, switches, firewalls, load balancers, etc.) within these domains.
- Solid understanding of network security principles and best practices within these domains.
- Excellent problem-solving and analytical skills with a keen attention to detail.
- Strong communication and interpersonal skills to collaborate effectively with cross-functional teams.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Make sure to write the position title and vacancy number in the subject line of your email and send your CV along with a cover letter. Only short listed candidates will be notified.
ieng Group provides EPC and O&M infrastructure services with a focus on the telecom and power industries. The Group's subsidiaries Eki.Struct (tower) and GreenPole (power), along with its affiliated asset management company CREI complement the functions provided by ieng.
Established in 2007, the Group is a leading provider of telecom infrastructure and managed services in Africa and Emerging Markets.
We have grown rapidly since our inception in 2007 and are now operational in 19 countries: Afghanistan, Algeria, Cameroon, Central African Republic, Chad, DR Congo, Ethiopia, Ghana, Guinea, Kenya, KSA, Lebanon, Liberia, Myanmar, Nigeria, Pakistan, Philippines, South Sudan and Uganda.
Today, we maintain over 31,200+ sites for Africa’s largest MNOs and all TowerCos.
Our vision To become the leading Engineering Procurement and Construction (EPC) and Operation and Maintenance (O&M) contractor in global emerging markets.
Our Mission We provide EPC and O&M services to the telecom, renewable energy and construction industries in global emerging markets, seamlessly integrating our core competencies with our customers’ businesses, so they benefit from competitive and comprehensive solutions.