Data Analyst/ Network Operations Center Supervisor, Mantrac Nigeria
Mantrac
Total years of experience :15 years, 4 Months
Ensure the team are monitoring Mantrac infrastructure and escalating where needed.
Regular audit of tickets to ensure NOC performance is on track
Ensure my team are aware of the service level agreement with the customer and meeting agreed KPIs.
Constant monitoring of the service desk team to ensure all requests and mails are attended to.
Implement new processes to improve on the ways of working.
Ensure that TTs logged by both service desk and NSS team are on track.
Ensure that all reports handled by the performance team are sent out at the agreed time without mistakes.
Liaise with customer and other partners to ensure timely resolution of faults
Manage team to get the best results
Follow up on escalations
Produce reports to meet the units KPI’s and customers SLA’s
Share monthly report to the management for better decision making.
Manage shift handover meetings
Manage team training, both formal and hands-on
Other tasks allocated by my Manager
Responsible for the effective restoration of service during an emergency on MTN Nigeria Network.
Ensure the incident is correctly classified as a critical event as per the customer service level agreements.
Assembling a team of support specialists to work towards a prompt recovery of service for escalated incidents.
Manage and coordinate the escalation process.
Ensure all incident details are fully maintained and regular updates are distributed via the agreed communication channels.
Ensure the recovery of service is proceeding in a timely and efficient manner.
Manage and coordinate the communication processes during and after the incident.
Provide input to and coordinate the development of the Major Incident Report and the Root Cause Analysis, including initial recommendations to prevent the re-occurrence of a similar incident.
Provide an Executive Summary or interim Major Incident Report to the SDM, Operational Management and the Customer’s Management.
Provide a detailed Ticket tracker for all incidents handled during my shift.
Job Description:
Responsible for the effective restoration of service during an emergency situation on MTN Nigeria Network.
Ensure the incident is correctly classified as a critical event as per the customer service level agreements.
Assembling a team of support specialists to work towards a prompt recovery of service for escalated incidents.
Manage and coordinate the escalation process.
Ensure all incident details are fully maintained and regular updates are distributed via the agreed communication channels.
Ensure the recovery of service is proceeding in a timely and efficient manner.
Manage and coordinate the communication processes during and after the incident.
Provide input to and coordinate the development of the Major Incident Report and the Root Cause Analysis, including initial recommendations to prevent the re-occurrence of a similar incident.
Provide an Executive Summary or interim Major Incident Report to the SDM, Operational Management and the Customer’s Management.
Provide a detailed Ticket tracker for all incidents handled my team members and I during the shift.
Regular audit of information sent out by my team.
Job Description:
Overseeing my team as they Develop reports for internal and external customers and attend to all communications coming into the NOC.
Regular audit of reports and responses to mails to ensure my team’s performance is on track
Championing the improvement of process KPIs.
Providing supporting information to the Performance Exclusion team to reduce SLA debit notes sent by the customer.
Develop procedures in accordance with Ericsson ways of working
Delegate tasks to team members.
Successfully integrate data to draw conclusions for managerial action and strategy.
Present data and conclusions to team to improve strategies and operations.
Optimize data collection procedures and generate reports on a daily, weekly, monthly and quarterly basis.
Used advanced MS Excel to create pivot tables and pivot reporting, as well as use VLOOKUP function.
Other tasks allocated by the NOC Manager
Job Description:
Management of the Front Office team in terms of their daily tasks, and ensuring efficient ways of working.
Ensure that all email issues are attended to in good time and responses are given.
Trouble Ticket Auditing and Management
Reporting
Supports in performing FO functions( i.e. Active monitoring of Network Elements, Fault Management, Escalation and Reporting)
Responds to mails and FO requests from MTN Management.
Providing ad-hoc reports for the customer e.g MTN, Airtel.
Monitoring of Ericsson 3G nodes alarms via OSS (UNIX).
Provide first line Network support in resolving faults.
Preparation of Daily Reports.
Logging of Tickets using BMC Remedy Software
Log all relevant network faults/site outages on Remedy and escalate same to the appropriate network Support.
Work in collaboration with the field Engineers to troubleshoot and resolve Network Faults.
General health check on RNC, Nbap and RANAP.
Handling Fault Management and Surveillance of Ericsson SGSN and GGSN Nodes. Troubleshooting of NSVCs and GPRS Links.
Liaising with the GPRS Support, MPLS/Transmission and Switch Engineers in resolution of faults.
Preparation of Daily Reports.
Logging of Tickets using BMC Remedy Software
Monitoring of Ericsson 3G nodes alarms via OSS (UNIX).
Log all relevant network faults/site outages on Remedy and escalate same to the appropriate network Support.
Work in collaboration with the field Engineers to troubleshoot and resolve Network Faults.
General health check on RNC, Nbap and RANAP.
Provide first line Network support in resolving faults.
• Identifying various components and parts of a computer system.
• System coupling and assembly
• Software installation
• Various hardware and operating system troubleshooting
• Support and troubleshoot fixed wireless clients.