The purpose of this Scope of Work is to outline the responsibilities, qualifications, and deliverables of the Data Center NOC FO (Front Office) Manager, who will be responsible for overseeing 24/7 network operations, managing infrastructure, and leading the NOC team to ensure the efficient performance of data center systems.

2. Key Responsibilities
3. NOC Operations & Management

• Lead and manage the Data Center NOC team for continuous infrastructure monitoring.
• Ensure 24/7 proactive monitoring to identify and resolve incidents, minimizing downtime.
• Develop, document, and enforce NOC policies, procedures, and best practices.
• Oversee troubleshooting and escalation processes.
• Maintain accurate records of incidents, system activities, and performance metrics.
• Ensure compliance with Service Level Agreements (SLAs).

1. Infrastructure & Technical Oversight

• Monitor the health and performance of all network equipment and support systems including:
  • HVAC (cooling systems)
  • UPS (power backup systems)
  • Generators
  • DC plants
  • AC units
• Coordinate with vendors for maintenance and technical support.
• Conduct regular risk assessments and implement preventive strategies.
• Ensure adherence to industry standards and security protocols.

1. Customer & Stakeholder Management

• Act as the primary liaison for MTN and other stakeholders.
• Communicate effectively with clients regarding incidents, maintenance, and performance updates.
• Build and maintain relationships with vendors, internal teams, and third-party service providers.
• Handle escalations and lead initiatives for continuous service improvement.

1. Team Leadership & Development

• Supervise and mentor the NOC team to enhance skill sets and performance.
• Provide training and guidance to ensure the team can manage complex operations.
• Foster a collaborative, service-focused culture.

3. Qualifications & Experience

• Minimum 5 years of experience in network operations, NOC management, or similar roles.
• At least 2 years in a leadership role managing 24/7 technical teams.
• Bachelors degree in Electrical/Mechanical Engineering, Computer Science, or a related field (Masters preferred).
• Strong leadership, problem-solving, decision-making, and conflict-resolution abilities.
• Deep understanding of data center systems, monitoring tools, and incident management.
• Proficiency in MS PowerPoint, Excel, Word, and reporting tools.

4. Deliverables

• Weekly and monthly performance and incident reports.
• Updated documentation for NOC policies and operational procedures.
• Training plans and performance evaluations for NOC team members.
• Risk assessment and mitigation strategy documents.
• Stakeholder feedback and improvement plans.

Overview:
A leading data centre operator is seeking an experienced and results-driven NOC FO Manager to oversee Network Operations Center activities. The successful candidate will lead a technical team in a 24/7, mission-critical environment, ensuring uptime, infrastructure integrity, and seamless communication with stakeholders.

Key Responsibilities:

1. NOC Operations & Management

• Lead and manage the Data Centre NOC team to monitor and maintain infrastructure.
• Ensure 24/7 proactive system monitoring and swift incident resolution.
• Develop and implement operational policies and procedures.
• Coordinate troubleshooting and escalation workflows.
• Maintain accurate documentation of incidents and performance metrics.
• Drive compliance with service level agreements (SLAs).

2. Infrastructure & Technical Oversight

• Monitor the health and performance of network systems, HVAC, UPS, generators, DC plants, and AC units.
• Coordinate with vendors and service providers for maintenance and repairs.
• Perform regular risk assessments and enforce mitigation plans.
• Ensure adherence to technical standards and security protocols.

3. Customer & Stakeholder Management

• Act as the primary contact for MTN stakeholders on data centre matters.
• Communicate incidents, maintenance plans, and system performance updates clearly.
• Manage escalations and lead continuous service improvement initiatives.
• Build strong relationships with internal teams, clients, and external service providers.

4. Team Leadership & Development

• Supervise and mentor the NOC team with a focus on performance and growth.
• Provide training and support for complex operational issues.
• Promote a culture of accountability, collaboration, and service excellence.

Candidate Requirements:

• Minimum of 5 years’ experience in network operations, NOC management, or critical infrastructure environments.
• At least 2 years in a leadership role within a 24/7 technical operations setting.
• Strong leadership, decision-making, and problem-solving skills.
• Proven ability to perform under pressure in high-stakes environments.
• In-depth knowledge of data centre operations and infrastructure monitoring.
• Proficient in MS PowerPoint, Excel, Word, and professional reporting.

Qualifications:

• Bachelors degree in Electrical/Mechanical Engineering, Computer Science, or a related field.
• Masters degree is an advantage.