NomadDesk

Primetime Service NOC (IP)

Who are we?

Equinix is the world's digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Help us challenge assumptions, uncover bias, and remove barriers-because progress starts with fresh ideas. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.

Job Summary

The Network Service Delivery Base will be responsible for the first- and second-line network monitoring, change management, incident management and escalations, management of managed service vendors, and providing support on the network serving nodes using various network management tools and trouble-ticketing systems. This includes diagnosing and locating fault, performing repair, maintenance, and reporting to ensure optimal customer satisfaction.

Responsibilities

• To provide daily support (8 am -5 pm), 5 working days/week as a Network service delivery base, if needed, you may be required to work beyond stipulated working hours and over weekends
• Ensure proactive monitoring of Primetime customer services on MainOne's network using the available NMS (Network Monitoring System), providing specific updates, status, and performance of all the services
• Ensure there is a ticket / Open a trouble ticket (TT) for every Primetime-related fault and that it is tracked, updated, and managed throughout the incident's life cycle up to the point of closure within OLAs
• Ensure that any equipment faults affecting Primetime Customers are rectified promptly and efficiently
• Responsible for providing remote support and troubleshooting for all identified faults on the network interfacing with the assigned MainOne Vendor and third party and escalating to Level 3 (TX Implementation and IP Operations) where it cannot be resolved at Level 2
• Maintain and ensure full compliance with all MainOne's NOC Operations processes and procedures
• Monitor Primetime customer's performance on MainOne's global network, flag anomalies, and collaborate with stakeholders to resolve any challenges to customer satisfaction
• Ensure accurate Ticket logging, timely updates, and communication by Primetime Service NOC to other engineers during the life cycle of an IPLC, IP, or VOIP-related incident
• Ensure that all escalated IP, IPLC, or VOIP tickets are resolved within agreed-upon timelines and handled professionally
• Manage appropriate communication to achieve excellent service experience during the incident handling
• Answer all Primetime customer support-related telephone calls and interface with internal and external stakeholders on operational issues and related network events, using Main One's standard operating procedures to address all issues
• Ensure change management processes for Primetime customers is adhered to ensure customer satisfaction
• Ensure network KPIs are met (Network Availability 99.99%, and MTTR 4 hours NHW, 6 hours HW)
• Provide technical support to managed service vendors 24/7 to meet and exceed customers' expectations
• Ensure that circuit handover or acceptance of new services is carried out in accordance with MainOne's standards, capturing all necessary information and saving it in DMS, in compliance with our corporate policy
• Handle escalated trouble ticket calls, working closely with other NOC engineers, and last-mile providers, and managed service vendors to resolve issues promptly
• Ensure quarterly training is conducted for the vendor support engineers covering technical aspects and operational expectations
• Undertake any other ad hoc assignment that may be assigned by the Ghana Transmission and CLS Manager

• A bachelor's degree in Telecom Engineering, Computer Science, or Equivalent in Information and Communications Technology

• Proven years work experience in configuration, operations, maintenance of fiber optical nodes, Carrier Ethernet nodes, MW radio (PTP, PTMP), IP network troubleshooting skills, (Cisco-Ciena, FortiGate routers & switches), fiber optics cable handling and OTDR traces, and basic knowledge in power rectification systems
• Network certification such as Cisco Certified Network Associate (CCNA) or equivalent is desired. Strong understanding of GPON, FTTx architectures, and related technologies

• Must have fair knowledge of optical networks such as DWDM/OTN/SDH/SONET/GPON, FTTx, and working knowledge of Ciena OME 6500 series, Ciena switches, Cisco routers and switches
• Ability to read, review, interprets and understands technical documents (e.g., schematics, drawings, blueprints, layouts) and implement into the network in an efficient manner if required
• Microwave radio advanced configuration skills and troubleshooting.
• Basic knowledge in configuring and troubleshooting L1 and L2 issues for Cisco and Ciena equipment
• Fair understanding of OSPF, TCP/IP, Enterprise Wireless, and L2 technologies.
• TCP/IP, Network Security, VoIP and OSPF networking experience required
• Extensive knowledge of Spanning Tree, VLAN's, VTP, Trunking protocols
• Good knowledge in Microsoft Office suite using Word, Excel, PowerPoint and MS SharePoint
• Able to work well within a busy team and handle a wide range of issues. Capable of multi-tasking, good time management and prioritisation of workload
• Ability to drive managed vendors to prioritise and resolve problems and identify future needs
• Able to use initiative to tackle a broad range of problems, while still following procedures and processes
• Ability to maintain composure and customer-service focus in stressful and ambiguous situations
• Familiar with the use of various test equipment, i.e. OSA, OTDR, Ethernet Analyser, Transmission Analysers, Optical power meters, etc.

• Ability to meet tight deadlines when required
• Keen attention to detail
• Ability to work under pressure