Okebaram Jacob

Manage a team to provide technical support across MTN IT business, Data Center, and Core Network environment. Ensure service support and availability for Mobile Money (MoMo) PSB, Fintech Platforms, On Demand services, USSD services, 5G/4G/3G services, VAS, EVD, Biosmart Web, Billing, Mobile Number Portability, Data bundle subscriptions, SIM Reg, SIM Swap, Ericsson EWP, NIN Reg, Order Management, CRM and CLM based on SLA and MTTR. Coordinate an IT team to implement major incident, problem management, Service Request, Event and change management processes. Ensure minimization of MTTR, MTBF, RTO, RPO, and that RCA investigation is carried out on failed network/IT/fiber/Enterprise systems in On-Premises, Cloud or DevOps environment. Supervise operations and maintenance across all the Fintech platforms and IT network systems. Ensure that all digital services and Fintech endpoint integrations perform at 99.9%. Ensure adequate BCP, DRP and BIA are in place for service continuity and that all the system change management executions are carried out as per the CAB agreement. Manage end-to-end delivery of operations for IT/IS and Network services. Coordinate all operational interface between delivery units, operation, and business unit in MTN organization and liaise with NOC teams (IHS and ATS Power, Core, Fiber, IPMPLS, IPSec, DCG, Performance, etc) to ensure that Network Layer related issues are resolved in a timely manner. Act as a SPOC between the business and technical teams following ITIL best-practices and ensure FCR achievement within the agreed KPI. Conduct weekly and monthly meetings with MSP/vendors to review system and service performance of all the IT platforms. Engage third-party/vendor partners when there are major incidents and ensure they join War-Room/Technical Bridge to resolve system/network issues in line with SLA/OLA.

Manage Incidents 24×7, drive relevant units, and ensure failed enterprise network services are restored within the agreed SLA. Manage a team of 4 Help Desk, 8 Front Office Engineers, and 6 Back Office Maintenance Engineers. Develop and ensure that SOP and MOP are followed. Monitor and track incidents on transmission link performance for Ericsson DXX (Tellabs), MINI-LINK TN radio, Huawei DWDM, Huawei Optix, and Huawei RTN radios that affect enterprise links, OSS, and BSS systems. Prepare Major Incident Report, RCA Investigation Report, and Network Incident Hourly, Daily, Weekly, and Monthly Reports that go to top-level MTN and Huawei management. Efficient use of MS Excel VLOOKUP and Reference, Pivot table, Macros, sorting analysis, formulae, etc for data analysis and developing report presentations using PPT (MS PowerPoint). Analyze Network Enterprise failures against impact, urgency, and priority. Use technical and management bridges to facilitate communication during the incident management process. Promote problem management to investigate root cause analysis (RCA)/RFO. Ensure incident management processes are followed right from outage escalation to outage restoration until the ticket is updated and closed with detailed RCA from Passive_IHS, third-party 3PP vendors, or other functional backend engineers. Prepare incident reconciliation report that forms part of Huawei report that goes to MTN NSMC and MTN NES based on the achieved KPI, SLA, and MTTR. Liaise with CNSSL and Huawei Fiber teams for quick resolution of Huawei OptiX OSN and DWDM fiber links for enterprise, leased line and FTTH customers. Promote problem management within the NOC to investigate root cause analysis (RCA) and RFO. Attend operation and governance meetings with MTN Networks Enterprise Services (NES) and other teams.

Manage incidents 24×7 and ensure minimal disruption of service within MTTR from NOC. Prepare Major Incident Report (Ericsson notification tools (ENT), banner report, and RCA investigation report. Manage a team of 19 FO Engineers, 1 FO TL and 1 FO Manager in the NOC. Liaise with CNSSL and Huawei Fiber teams for quick resolution of Huawei OptiX OSN and DWDM fiber links for Enterprise, Leased line and Fiber customers. Manage action plans or backup plans during outage restoration in other to meet up with KPI and SLA. Ensure a high level of response time and proper problem resolutions. Setting up technical and Management bridges to facilitate communication during the incident’s management process. Monitor and track incidents from iManager, OSS, and ZTE Netnumen for BTS, Core, and transmission performance. Promote Problem Management activities in 1st and 2nd level Assurance and provide input to support the Problem Manager during initial investigations for root cause analysis (RCA). Implement and follow Ericsson-compliant Business Continuity procedures and special events contingency plans. Adherence to ITSM, MSTOP ITIL framework, MSIP, and MSDP Tools.

Carry out operation, maintenance, and troubleshooting of Huawei CSOFTX3000, SG7000, UMG8900 and HLR9820, BS6600 BSC Switches via Huawei Local Maintenance Terminal (LMT), iManager OSS Tools and Billing servers. Carry out the configuration of SS7 protocol stack, C7IP, SIGTRAN (M3UA, M2UA, IUA, SCTP, and M2PA), SCCP, TCP/IP, MAP, ISUP, MTP and INAP network protocols, calling and called number tables in Huawei Office systems. CDR backup for Huawei iGWB core Billing Nodes. Analyze daily core network performance reports like busy hour report, call success rate, call drop ratio, signaling utilization report, trunk seizure rate, CIC congestion report, and E1 utilization reports. Perform daily system health checks (AP backup, system restart, disaster recovery on the APG40 and IOG20) to ensure the system is fault free and performing well within KPI and SLA. Operations and maintenance of Ericsson IOG20, APG40, AXE810, and AXE10 GSM equipment for BSC, MSC, HLR, USSD Gateway, Billing systems, and OSS nodes.

Operation and maintenance of NORTEL MTX/SBS CDMA2000 1X Network, switches, hubs, and routers at the NOC. Performs scheduled maintenance and preventative repairs of all electrical systems and equipment at the BTS site such as Rectifiers, Battey Bank, ATS panel, Inverters, etc. Active alarm monitoring on core network traffic for call drops, handover issues, etc. E1 and Fiber link terminations on the DDF/ODF to connect other leased lines, PTOs, PSTN, and GSM operators. LAN/WAN support. Configuration of radio links. Activation of CDMA subscriber mobile and fixed phone lines via MAPCI level commands.

Monitoring and control of wire rod mill processing using Programmable Logic Controllers (PLC). Servicing of controller module equipment and configuration of controller LAN network.