JOB DETAILS

Job Title: L2 Technical Support Manager

Department: Technical
Location: Lagos
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 8

Responsibilities

  • Manages all L2 escalations that relate to customers and the network
  • Oversees the workflows of L2 support team which comprises of L2 IP engineers and L2 TX engineers
  • From time-to-time, recommends changes to customers solutions and network designs with the aim of reducing operational cost, improving CX and creating more value for the business
  • Ensures that physical inventory levels are tracked and restocked as required
  • Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
  • Manage L2 Escalations & Prioritization, in terms of handling, in accordance with the approved OLAs for service segmentation e.g. High Capacity, High Profiled, Prime, Platinum, Gold, Silver and Mercury.
  • Drive and Manage upward technical interactions (L3 Support, Network Planning & OEMs) in a timely manner and in ways that ensure that network and customers interests are protected
  • Lead and Manage Low level planning (i.e. upgrade, downgrade, service performance improvement etc.) of network and services in operations with the aim of improving performance and reducing Operation, Administration & Maintenance (OAM) cost.
  • Ensures that approved OLAs/SLAs are met by way of seeking refined and more cost-efficient ways for the L2 Support Team to achieve their daily business objectives.
  • Builds the knowledge base of the team such that engineers within the L2 Technical support team can handle supports across TX and IP domains.
  • Provides and creates management visibility for escalations and/or CX issues that are repeated, prolonged or with technical ambiguities with the aim of protecting both the customers and the business interests across the spectrum of Cost, Quality and Timeliness.
  • Effectively manage stakeholders (i.e. L1 team, L3, CX team, etc.) across the business with the aim of creating an ironclad force behind escalations resolution in a swift manner.

Qualifications, Skills & Competencies

  • HND/Bachelor’s degree in Computer Science, Telecommunications, Engineering or related field 
  • 5+ years of demonstrated experience as Technical Support Manager in a Telecommunications and/or Digital Communication Industry
  • Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally  
  • Strong interpersonal skills 
  • Strong leadership skills   
  • Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity 
  • Fundamental understanding of engineering methodologies, values, and processes.
  • Strong analytical and data manipulation skills
  • Strong knowledge of IP and Transport network protocols
  • Good understanding of technological trends and their applications within Africa.

Demands of the Job

  • Time management
  • Prioritisation and workflows management
  • Working under pressure
  • Can chase stuffs to closure
  • Strong Interpersonal skills
  • Technically Savvy
  • Very conversant with laptop as a tool