About the Role
Alfred & Victoria Associates is one of Nigeria's leading ICT solution companies, delivering high-demand services to today's emerging market. We are currently seeking a dynamic and results-driven Managed Services NOC Supervisor to oversee our 24/7 Network Operations Center and South-South network infrastructure. In this critical role, you will manage a team of NOC technicians and engineers, streamline incident escalation, and maintain robust stakeholder relationships to guarantee optimal network performance and customer satisfaction.
Key Responsibilities- Supervise the Managed Service Desk and regional network operations on a 24/7 basis, acting as the primary escalation point for major incidents.
- Lead the detection, logging, and resolution of network and customer issues within specified SLA timelines.
- Manage, mentor, and evaluate on-staff NOC technicians and engineers, including shift scheduling and performance tracking.
- Ensure compliance with standard operating procedures (SOPs) for incident management, maintenance routines, and remote hands requests.
- Prepare and deliver accurate weekly, monthly, and ad-hoc backhaul and performance reports to internal and external stakeholders.
- Interface professionally with customer NOC teams, providing necessary data for Root Cause Analysis and system reporting.
- Provide regular status updates to the Head of GNOC regarding network events and operational bottlenecks.
- Possess a B.Sc or HND in Engineering with a minimum of 8+ years of relevant operational experience.
- Extensive technical proficiency in a large ISP, ASP, web hosting facility, data center, or telecommunications company.
- Hands-on experience in submarine and DWDM transmission systems, plus Metro Ethernet optics connectivity.
- Strong leadership, relationship management, and team-building capabilities.
- Exceptional analytical, problem-solving, and technical documentation skills.
- Proficiency in MS Office Suite and modern operational AI tools.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional development and continuous learning.
- Dynamic and collaborative work environment with a leading ICT firm.