• Proactively identifying potential issues that could lead to network and/or service breakdown. 
• Level two (L2) technical support interface for all L2 technical issues from the GNOC team and others, as the case maybe.
• Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
• Lead manage of specific customer & network facing planned maintenances
• From time to time advise the business on network & customer solution inherent risks and mitigation plan to address and prevent them from becoming issues for the network and customers.
• 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
• 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.

Qualifications & Skills:

Bachelor of Science in Computer Science, Engineering or related field

Relevant professional/technical certifications in IP or Transport network

Good presentation skills

Relationship Management skills

Time & self-management skills

Ability to work well under pressure

Good oral and written communication skills

Good knowledge of networking technologies

Fundamental understanding of engineering methodologies, values

Strong knowledge of either IP or Transport network protocols

Good understanding of technological trends and their applications

Competencies:                          

Good oral and written communication skills

Time & self management skills

Relationship Management

Team work

Ability to work well under pressure

Strong Leadership Capability

Ability and willingness to work long hours and meet tight deadlines;

Ability to work under minimal supervision,

Ability to stand in (DOA) for the L2 Technical Support Manager