IHS Towers is one of the largest independent owners, operators, and developers of shared telecommunications infrastructure in the world by tower count and is the only towerco solely focused on the emerging markets. The Company has more than 40,000 towers across its 11 markets, including Brazil, Cameroon, Colombia, Côte d’Ivoire, Egypt, Kuwait, Nigeria, Peru, Rwanda, South Africa, and Zambia. For more information, please visit: www.ihstowers.com

As Team Leader, Network Surveillance, you will ensure assigned team effectively and efficiently carries out detection, analysis, troubleshooting, escalation, and resolution of all alarms, outages, and/ or faults on the network. 

Key Roles & Responsibilities

• Foster an enabling environment in which team-members promptly and effectively react to all network-related faults per shift. 

• Coordinate activities and outputs of team-members, including providing on-the-job training/ guidance, ensuring strict compliance to escalation procedures, and monitoring performance based on set objectives. 

• Review individual performance of team-members and complete their appraisals in accordance with the company’s performance appraisal procedures and timelines. 

• Assist team-members in diagnosing and assigning difficult network problems. 

• Provide inputs in identifying team-members’ training requirements and knowledge gaps. 

• Ensure that team-members appropriate capture all incidents and updates on the company’s ticketing application. 

• Escalate to and/ or follow up with Field Operations Team Leaders, Regional Technical Operations Managers, and Regional NOC Manager on trouble tickets and other outstanding faults (problems) for timely resolution. 

• Action all alarms and trouble tickets and ensure adherence to procedures. 

• Monitor the status and progress towards resolution of all opened tickets. 

• Provide critical data such as client support processes, procedures and workflows into the NOC knowledge base. 

• Continuously search for innovative ways to improve quality of service to both internal and external customers. 

• Effectively coordinate team-members on shift, monitoring allocated portfolio and promptly reacting to and closing all network-related faults accordingly. 

• Ensure regular network update reports from the team are provided to relevant units. 

• Champion initiatives to automate all routine processes aimed at boosting efficiency. 

• Promote communication between colleagues for the benefit of information flow and to curb any problems that may arise. 

• Prepare and submit reports to the Regional NOC Manager on all matters relating to assigned team activities and performance. 

• Perform other tasks and duties as assigned by the Regional NOC Manager.

Functional Competencies:

• Fault Management & Root-Cause Analysis 

• Network Monitoring/ Availability/ Service Uptime Management 

• Network Tools Admin/ Management 

• Service Level Management 

• Data Analysis & Reporting 

Behavioural Competencies:

• Collaboration & Teamwork
• Workload Management

• Bachelor’s degree in Computer Science, Telecommunications Engineering, or any related discipline. 

• Professional certifications such as CCNA, CCNP, etc, will be an asset. 

• +7 years’ relevant experience in the telecoms industry. 

Organizational Competencies

Customer Focus - People demonstrating this competency understand & exceed our customers’ needs. They develop trusted, reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery.

Innovation - People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development, and work to create a collaborative and supportive operating environment.

Integrity - People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect.

Be Bold - People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious.

Sustainability- People demonstrating this competency are constantly seeking to create positive impact in the communities we serve.

Our Vision

IHS is committed to improving the quality and availability of telecommunications infrastructure, the lifeline for an increasingly connected world. We are dedicated to helping create a sustainable future for the communities in which we operate, and our sustainable strategy is structured around four pillars: ethics and governance, environment and climate change, education and economic growth, and our people and communities.