Lead - NOC & IT Service desk

Role & responsibilities

What will you do?

Command Center/NOC lead will be responsible for:

People Management:

• Manage & lead the team of Internal & Partner NOC/Command Center resources in 24*7 environment.
• Coordinates the duty shift table for the NOC operations and carefully allocates staff members (NOC technicians and NOC engineers) on rotational shift duties for ensuring the whole NOC shift works in an efficient and effective manner.
• Ensure continuous monitoring of servers, networks, applications, and other IT systems using monitoring tools to detect anomalies, performance issues, and potential outages.
• Act as the first line of defence for NOC team by identifying, analysing, and escalating alerts and critical incidents to the appropriate teams for resolution.

Command Center Availability:

• Optimize and maintain higher availability of Command Center ensuring NOC screens are up and running 24*7.
• Ensure Entry & Exit devices are always functional & secured in Airtel Africa premises.

Tools Enhancements & Alert reduction:

• Drive for Alert reduction across monitoring tools with right set of analysis, actions etc.
• Run daily War Rooms for effective tracking of Alerts with multiple stakeholders.
• Work hand in hand with internal & partner Tools team for automation opportunities.
• Work closely with other IT departments, such as network, server, and application teams, to coordinate responses and implement solutions.
• Ensure near real time data to support management in taking informed decisions on preventing high severity incident.

Continuous Improvement, Process Enhancements & KPI tracking:

• Develop key KPI dashboards for transparency of reporting uptime and other metrics as identified.
• Represent Airtel Africa in Internal & External Audits and ensure 0 observations for Command Center.
• Generate reports on system performance, alert & incident trends, and key metrics to inform decision-making and continuous improvement.
• Regular trainings to OpCo NOC resources to ensure they are at par with Central HQ command Center.
• Represent Command Center effectively in weekly & monthly leadership connects.
• Ensure Command Center process are reviewed, enhanced and updated all the time.

IT Service Desk:

Manage & lead the team of English & French resources supporting IT Service Desk across 14 OpCos.

Preferred candidate profile

What will make you successful?

Technical Proficiency:

Problem-Solving:

Communication:

Attention to Detail:

Teamwork:

Self-disciplined, self-motivated

Willingness and ability to learn

Excellent leadership qualities & lead by example.

Technical Skills:

Strong Knowledge of Nagios, Grafana, Solarwinds, ELK, Barco, Service Now, GLPi and other monitoring & ITSM tools.