Job Information
American Tower Spl NOC Support in Accra, Ghana
The Supervisor, Network Operations Center (NOC) is responsible for managing a team of Vendor’s NOC Technicians supporting ATC’s entire asset portfolio. This includes directly supervising these employees and maintaining staffing levels and skill sets needed to support operations in a 24/7 shift system. The incumbent will ensure shifts are covered with appropriately skilled personnel in order to support incident management activities (i.e. outages and impairments).
This position will also partner and effectively manage the relationship with external maintenance and operations vendors to oversee tickets, escalations and ensure maximum possible network service availability in accordance with agreed SLA. The NOC Support Supervisor will be responsible for creating and producing quality reports on network availability and in addition, ensure appropriate response times and ticket escalations in accordance with the escalation matrix.
Bachelor's degree in Electrical/Electronics, Computer Science, or a related area, or the equivalent combination of formal education/training and/or experience.
At least 2 years hands-on experience in NOC supervisory operations.
2+ years’ experience in Telecommunications or a related field.
Work in a 24/7 shift system
Ensure compliance with SMPMS NOC operational objectives, policies/procedures, work schedules, and reporting metrics.
Ensure SMPMS NOC Technicians are effectively supported through day-to-day interaction, team meetings, and individual coaching/mentoring.
Manage NOC-related activities to achieve network reliability metrics, including SLA, MTTR, alarm recovery, and system availability.
Audit and maintain integrity of operations-centric data in all operation tools and systems, including proper closure of tickets/tasks and updates.
Build and maintain strong relationship with key stakeholders (both internal and external). Escalate in a timely manner, to appropriate individuals, teams, and organizations, outage events and/or impairments and issues that cannot be resolved within appropriate timeframes to ensure efficient resolution and minimize impact to customers
Deliver to management, event analysis and/or reasons for outage and request for outage summations
Liaise with all Vendors and Clients accessing BTS sites
Proactively identify and recommend continuous improvement initiatives for the team.
SUPERVISORY RESPONSIBILITIES:
• Supervise team of SMPMS NOC Technicians
• Maintain effective shift coverage schedule for NOC employees at all times
• Build and maintain strong collaborative team environment
• Proactively identify and resolve personnel issues in conjunction with NOC Manager and/or HR.
• Ensure effective performance management of team, identifying skills gab and coaching and developing as part of High Performance Culture
American Tower is a global digital infrastructure company serving customers through tower sites and other real estate solutions that support connectivity and opportunity, focused on achieving our vision of Building a More Connected World. Our success is rooted in the potential of our people and the power of local teams at our offices and sites across 25 countries.
We are one of the largest global Real Estate Investment Trusts (REITs) and a publicly traded (NYSE:AMT), Fortune 500 Company headquartered in Boston, Massachusetts. The next decade will be an exciting time as we evolve our infrastructure to meet tomorrow’s needs and position our people to elevate their impact, their potential, and our shared success. Come grow your career with us!
For more information about how American Tower is building a more connected world, visit americantower.com.
American Tower is proud to be an equal opportunity employer and will not discriminate against an applicant or employee based on age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, disability, military or veteran status, genetic information, pregnancy, reproductive decisions, or any other characteristic protected under applicable law.
Requisition ID : 2350