Reports To: Head of Quality Assurance Job Summary
Administer the tools used for network management and provide end-user support.
Responsibilities
Ensure all tools are functional and usable by the Network Operations Centre (NOC) team by avoiding connectivity issues.
Take ownership of issues with the tools and see problems through to resolution
Identify, diagnose and troubleshoot software failures while keeping a line of communication with impacted users.
Continuously research more effective ways to improve performance of tools.
Ensure systems upgrades are done timely without disrupting users
Ensure proper recording and closure of all issues escalated by end users with proper root cause analysis
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Ensure all locked accounts passwords are reset on time
Create templates and profiles for NOC users on all Remote Monitoring System (RMS) and Network Management System (NMS)
Ensure that changes to NOC tools follow IHS change management process
Ensure all NOC scripts are running efficiently
Ensure daily routine check of all databases used by the NOC
Ensure all NOC group emails are created and updated
Responsible for granting and denying user access after appropriate approval
Document knowledge in a knowledge database and make it available in notes and articles for system user.
Perform other appropriate duties as requested by Head Quality Assurance.
Education & Experience
1st degree in Computer Science or related discipline
Upwards of 4 years’ experience in a related field or role
Competencies:
Personal qualities of integrity, credibility, and commitment to the mission of IHS
Flexible and able to multi-task
People Management
Problem solving skills
Analytical skills
Conflict resolution
Performance Management
Database Management
Computer and Information Management
End User Support
Network Operations Management
Applicants should send their CV’s and Cover letter to: talent@ihstowers.com indicating in the subject bar the name of the role.
Apply via :
talent@ihstowers.com
