The Network Performance Specialist is responsible for implementing, maintaining and improving systems for the monitoring and measurement of performance and availability of the organization's owned and managed networks. The incumbent will also be responsible to analyse the network performance and recommend upgrades/changes as and when required with the aim to capacities and optimize the network in line with the organization's or customers current and future network needs.
Our Client is a leading level 2 ICT products and services telecommunications solution provider, and the largest mission critical communications provider in Africa.
To oversee end to end Networks performance and maintain the acceptable level of network quality of service as per business objectives. Define network Key Performance Indicators in-line with customer requirements.
Develop, Implement and Maintain a network performance monitoring and management system
Maintain and improve on KPI’s of network performance, availability, reliability, integrity and usability by deploying systems for monitoring, analyzing and reporting on predefined Key Performance Indicators (KPIs) and implementing the required capacity and optimization techniques.
Monitor, analyze and report on performance of network devices, routes and links.
Develop a network quality and performance improvement strategy for all owned and managed networks.
Ensure the problems related to network quality, service degradation and capacity deficiencies are detected timeously and recommendations are made to resolve the issues.
Maintain up-to-date knowledge of process, standards, and technologies related to Networks Performance Management
Supports network planning during tendering and implementation phase by combining system solution and operator's business needs
Supports customers with training and knowledge sharing during performance management discussions and queries
Develop, deploy, follow and enhance Network Planning & Optimization processes and operating procedures
Path loss calculations, coverage planning and interference analysis
Record and maintain capacity details, such as router port, cross-connect, cable and fiber.
Maintain new circuit design and documentation
Create statement of work, change management and implementation strategy for any changes or optimization activities.
Serve as the technical escalation point for Tier 2 and Tier 3 support. Work collaboratively with Tier 2&3 and mentor junior technicians in order to improve their technical skill set over the long term
Provide expert level technical support with cross functional partners throughout the technology organization.
Conduct in depth technical investigations of ongoing incidents involving degraded network performance
Notify and escalate incidents to ensure Service Level Agreement (SLA) is met.
Compile Root Cause Analysis report
Qualifications and Experience:
Relevant Diploma, Degree or equivalent
Telecoms training – specifically Communication systems
Min 10 years’ experience in technology – specifically working in ICT sector or a minimum of 4 years’ experience in a similar role
MUST HAVE Experience in Radio, Mobile, Wireless, IT and Broadband networks (Provisioning, NOC, Support staff, Field Force, Back office, T2/3 support, Optimization, capacity management, change management, management reporting, customer reporting, customized solution support, Customer support, Call Centre, SOC, configuration, licensing, software support)
Proven track record in developing and defining Network Performance Systems
Experience in providing technical support and training for technical clients
Experience in organizational effectiveness and operations management by implementing best practices - eTOM and ITIL process implementations
Must be highly efficient and organized, and able to handle multiple tasks with ease and professionalism
Ability to be proactive, prioritize and work under tight deadlines in a service oriented and sales driven environment
Ability to work fast and accurately
Proven record and experience with Incident and SLA management processes and systems
Experience working with various OEMs (Huawei, Nokia, Cisco, Mikrotek etc.
Physical and/or Special Skills:
Knowledge of the ICT technology landscape
Extensive knowledge and understanding of SLA and Incident, problem and change management
Various trouble shooting principals
Computer literate: Fully conversant in MS Office
Good communication skills in English (verbal and written) is required.
Decision making techniques
Knowledge of quality improvement principals
Knowledge of ITIL and ETOM
Be able to handle multiple concurrent tasks with minimal supervision
Desirable personality traits:
Proactivity / initiative
Customer centricity and service orientation
Team orientation – strengthening teams OR working in an integrated team environment
Relationship builder – strong people-focus
Resilience – maintaining composure and dealing effectively with stress Flexible and adaptable – changing opinions / behaviour in the light of changing situations
Strong detail focus - attention to detail and accuracy
Action-oriented – sense of urgency
Diplomacy and tact
Operate with high ethics and integrity
Able to function and operate under pressure
Be able to work long hours
Please answer the following interview questions:
What performance tools have you used?
What do you understand with the term, Capacity management?
How do we improve Network Optimisation?
How do we measure and improve Network Performance?
How do SLA and Network Performance combine?
What experience do you have with fire walls?
What experience do you have with core routers and switches?
Have you worked with BGP before? Give an example.