Lead, Service Fufilment and Field Support Support at ipNX Nigeria Limited Full Time

Job Title: Lead, Service Fulfillment and Field Support

Location: Lagos
Employment Type: Full-time
Reporting to: Head, Technical Operations

Purpose of the Job

• The Job holder will strategically & architecturally, articulate a compelling long-term technical vision, develop and execute realistic implementation plans, effectively support business operations, and manage the Corporate Division’s Engineering team. Responsible for technical program management, manufacturing process engineering, sustaining technical management, and advanced manufacturing engineering functions which supports IPNX’s products. To build distinctive capabilities in the core technical functions and provide requisite expertise in these three areas in furtherance of the overall Division’s aspirations and strategic objectives

Expected Key Results (Detailed KPIs):
Key Activities

• Divisional CEO
• Head, Technical Operations
• Team Lead, TAC Support Centre
• Team Lead, Service Fulfilment & Support
• Team Lead, VAS
• Leadership and Coordination
• Responsible for the 24×7 operation and availability of the Customer facing Network Infrastructure
• Manages the Division’s Network operations services team; setting goals, prioritizing projects, communicating with stakeholders and overseeing budgets
• Defines the overall mission of the network service delivery team
• Direct operational support for network operations and technical assistance centre
• Develop IT strategies and vision and articulates them to team members and other stakeholders
• Works with IT leadership, top Management and business leaders and decision-makers to define and implement a strategic plan for the portfolio of all IT infrastructure, integration tools and technologies
• Ensure revenue assurance – Effective and timely response to customer service feasibility assessment and reporting, timely delivery, and sign off of completed jobs.
• Effective management of service implementation and field support stock for the division for zero stock out.
• Annual and Ad hoc budgeting and operating plan.
• Infrastructure Ownership
• Enable a highly scalable, fault-tolerant platform for Corporate clients
• Establish a global infrastructure operations and related best practices to ensure optimal performance and achievement of customer SLA’s
• Maintain knowledge of infrastructure/architecture standards and practices
• Support the delivery of infrastructure projects for the Division and provides consultation on the impact to business and portfolios
• Ensure Division’s alignment to infrastructure/architectural standards and strategy
• Bring an infrastructure and integration perspective to all IT initiatives and ensures that all program and project activities adhere to IT architectural standards and practices.
• Project Support
• Provide infrastructure architecture support for internal technical operations and the Project Management Office
• Provide support for various teams in delivering superior solutions
• Participates as a sponsor and/or team member on authorized projects
• Work with stakeholders, IT leadership and direct reports to establish one, three, five-year roadmap for various projects, including but not limited to, the development and
• implementation of a comprehensive telecommunications strategy for clients
• Manage, coordinate, and oversee program development and the execution of all technical projects including project definition, design and analysis, set up, testing, implementation, and documentation
• Strategic Infrastructure Management
• Responsible for overall management of technical operations for the Division which includes setting strategic direction and objectives
• Establish, maintain, and drive continuous delivery of a technology and support roadmap that significantly elevate, drive, and transform the business of customers
• Lead the implementation and operation of all technology infrastructure
• Articulate the principles and define guidelines for evaluation, acceptance of network and infrastructure businesses
• Operational Excellence
• Establish KPI’s and metrics for all areas of technical operations and use them to develop a lean, agile and data-driven technical operations culture
• Participate actively and assume a leadership role where appropriate in architecture working groups and in support of the network and infrastructure strategic plan for Corporate Clients
• Develop a clear model for understanding the business criticality of systems and for establishing and maintaining appropriate levels of availability, redundancy and continuity for technical operations
• Develop 24×7 monitoring and technical operations service processes
• Operational Efficiency
• Maximize efficiency and continuously look for ways to drive cost out of technical operations processes
• Develop and maintain architecture, design and implementation strategy for network and infrastructure
• Maximize technical capabilities for IPNX by designing profitable mechanisms and establishing the best standards for technical operations
• Establish capacity planning competency for corporate clients network and infrastructure
• Demonstrate (Key competencies)

Educational Qualifications & Functional Skills

• Bachelor’s Degree with specialization in Computer Science, Information Technology, Engineering, or a closely related field
• Master’s Degree in engineering, MBA or its equivalent preferred
• ITIL (Information Technology Infrastructure Library and (PMP) Project Management Professional certification desirable
• Network Optimization skill
• Business Continuity and Disaster Recovery
• Application Virtualization such as Oracle, Citrix etc.
• Team Leadership that can inspire, motivate and guide team members by fostering commitment, team spirit and trust
• Well-developed interpersonal skills
• Demonstrated skill and passion for operational excellence by using automation and process improvements
• Detail Orientation and conflict resolution skills
• Strategic technology acumen
• Ability to make decisions with incomplete, conflicting information and uncertain long-term consequences.
• Ability to Identify and act upon opportunities for continuous improvement
• Able to devise unusual or radically different approaches to deliver value-added solutions
• Advanced technical knowledge of technology infrastructure
• Extensive knowledge of end-to-end hardware development process and life-cycle

Work Experience:

• At least fifteen (15) years of demonstrable experience in the network and infrastructure operations space
• 10 years of experience as a technical operations manager or lead
• Demonstrated experience to facilitate small group and executive-level discussions on architectural direction
• Solid experience with technical projects from inception to on-time delivery in an Agile environment
• Analytical and problem-solving experience with large-scale and highly available systems
• Knowledge of and experience with network technologies and ecosystems
• Experience in delivering multiple concurrent projects with aggressive schedules
• Experience leading training, process mapping, and documentation

Other Requirements:

• Customer Focus
• Tech-savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality Dimensions

Application Closing Date
16th October, 2023.