Job Objective
Lead and manage the regional Field Engineering team to ensure the delivery of effective field support, timely resolution of escalated incidents and assigned problems, and the ongoing maintenance and operational stability of the WIOCC Points of Presence (PoPs) network. Serve as the regional technical and operational leader, providing expertise, guidance and leadership while driving service excellence and operational performance across the region.
Key Duties and Responsibilities
- Team Leadership: Lead and manage a 24/7 regional field operations team at WIOCC, owning escalation and on-call rosters to ensure uninterrupted service delivery across carrier-grade transport networks.
- Infrastructure Management: Oversee WIOCC Points of Presence (PoPs) and related site infrastructure, managing data center and facility suppliers to meet availability, security and access requirements.
- Maintenance & Compliance: Plan and execute preventative and corrective maintenance programmes, ensuring strict compliance with HSE legislation, site safety rules and permit-to-work processes.
- Incident & Fault Resolution: Drive rapid resolution of field incidents and chronic network faults, coordinating closely with the NOC and internal stakeholders to restore service within agreed SLAs.
- Logistics & Asset Management: Manage regional spares and logistics, maintaining accurate local records and reconciling inventory and asset data in NetSuite to support audit readiness and operational continuity.
- Implementation & Deployment: Deliver end-to-end network implementation: installation, testing, commissioning, service integration and handover into live operations, ensuring clean documentation and acceptance criteria are met.
- Quality & Performance: Own network quality and performance in-region, proactively identifying risks, monitoring trends and implementing improvements to reduce repeat faults and improve uptime.
- Reporting: Produce and support ad hoc operational reporting, translating field activity and performance data into clear updates for management decision-making.
- Project Support: Support cross-functional initiatives and lead regional projects, providing structured status reporting, risk/issue management and stakeholder communication throughout delivery.
- Policy & Compliance: Uphold WIOCC policies and procedures, leading compliance activities and contributing to the continuous improvement of operational standards and controls.
- Systems Discipline: Champion effective use of NetSuite and data discipline across the team, ensuring accurate, timely updates that maintain system integrity and support reliable reporting.
- KPI Innovation: Innovate and continuously improve operational and network KPIs, implementing practical field-led enhancements and reporting measurable outcomes.
- Service Excellence: Deliver service reporting excellence for internal teams, customers and suppliers, ensuring consistent, accurate and actionable performance insights.
- Professional Development: Mentor and develop field engineers through coaching, technical training and structured knowledge transfer to build capability and strengthen regional coverage.
Minimum Qualifications
- Bachelor's degree in Engineering or related field.
- CCNA, Cisco, MikroTik and Fiber Optic certifications (Highly Preferred).
- Advanced proficiency in routing protocols: OSPF, EIGRP, BGP, MPLS.
- Fluency in written and spoken English, with excellent communication skills.
- Valid driver’s license.
Experience and Skills
- 5+ years’ technical experience in the telecoms industry, ideally with at least 3+ years in second-level technical support (or equivalent) and preferably 2+ years in a team leader role.
- Knowledge and experience including: Fibre, OTN, DWDM / ROADM, SDH, and Data (Ethernet, IP/MPLS, OSPF, BGP).
- Knowledge of supporting equipment such as: MikroTik, Juniper, Tejas, Ciena, Nokia, etc.
- Experience with network monitoring tools, e.g. Cacti, MRTG, PRTG, etc.
- Ability to use B/OSS tools effectively to record information accurately and concisely in a timely manner.
- Ability to share knowledge and mentor other team members.
- Excellent communications and soft skills, including ability to listen to, summarize and concisely share key information with clients.
- Demonstrated ability to manage multiple priorities and solve problems in a fast-paced environment.
Attributes
- Client-focused, relationship builder.
- Integrity, honesty with high ethical standards.
- Boundless, passionate and flexible.
- Personal excellence, accuracy and attention to detail.
- Collaborative, achieving results through teamwork and partnerships.
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