Huawei Technologies Job Vacancies in Lagos

At Huawei, we define human progress by innovations that enrich humanity. We do not view connectivity as a privilege, but a necessity. We believe that the impact of information and communications technology should be measured by how many people can benefit from it.


Huawei is a leading global ICT solutions provider. Through our dedication to customer-centric innovation and strong partnerships, we have established end-to-end capabilities and strengths across the carrier networks, enterprise, consumer, and cloud computing fields. Our products and solutions have been deployed in over 170 countries, serving more than one third of the world's population.

We are recruiting to fill the position below:

Job Title: Service Management Manager (FO)

Location: Lagos

Job Description

• Management the service desk team (call center or help desk team) to provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.
• Assist in the definition of service desk (call center or help desk)strategies, plans, policies, projects and service levels.
• Develop  (call center or help desk)  policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
• Keep abreast of global and local best practice as it relates to the unit’s activities.
• Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
• Identify required resources, personnel, funding to achieve the unit’s strategy.
• Establish and maintain relationships with key internal and external stakeholders.
• Coordinate the activities of the Service Desk ( call center or helpdesk)/ Monitoring Center and ensure adherence to defined policies and procedures.
• Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
• Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and thus facilitate their speedy/efficient resolution.
• Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
• Provide input on possible enhancements to existing systems/ products, based on user queries/ feedback.
• Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
• Coordinate the activities of external vendors for asset maintenance and repair.
• Keep abreast of new end user technologies and apply knowledge to the customer.
• Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
• Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Manage inter-functional relations to ensure synergy across the various departmental functions.
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
• Monitor and control the budgetary needs of the unit.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
• Perform any other duties as assigned by the Director, IT.

• First Degree or equivalent in a relevant discipline.
• Postgraduate/professional qualification in a related field will be an added advantage.
• At least 4 years call center or help desk work experience, with at least three (3) years in call center or help desk management role.
• Bank working background is advantage.

• Ensure the provision of optimal user support on all IT network infrastructure within company
• Maintain customer's IP/MPLS IT network and troubleshooting, provide L2 technical support. Maintain Firewall devide and support L2 technical support.
• Implement router, switch, firewall device data configuration, software upgrade and network design and core network expansion.
• Propose HLD, LLD documentation for network design.
• Coordinating Risk assessment, Change advisory, Interdepartmental workshops and Customers’ communication on changes with high impact;.
• Maintain relationships with third-party vendors and ensure that agreed SLAs are achieved.
• Assist in setting up and maintaining network management system tools to ensure network devices are constantly monitored.
• Provide guidance and manage the performance of subordinates (where applicable).
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Network Infrastructure Support.
• Maintain an accurate and up-to-date record of escalated issues and resolution status (i.e. a detailed maintenance schedule).
• Monitor infrastructure performance and recommend adjustments to ensure optimal response time to the Manager, Network Infrastructure Support.
• Perform any other duties as assigned by the Manager, Network Infrastructure Support.

• First degree or equivalent in a relevant discipline.
• Minimum of (4) years relevant work experience on Cisco network and firewall device, Such as Cisco Routers (CRS-1, ASR9000, ASR1000, 12000, 7500, 7600, 7200, 3800, 3600, 2800),  Cisco Switches (Nexus 7k, Nexus 5k, Cat6K, Cat5K, Cat4K, 3XXX),  Cisco FW (ASA 55XX, FWSM, ASA SM ), etc.
• Have good knowledge and understanding on IP/TCP, MPLS, routing protocol of BGP,OSPF,ISIS,RIP, LAN technology.
• CCIE certification of Service Provider and Router & Swtich (advantage).

• Oversee the country maintenance and support in line with customer’s overall business strategy.
• Assist PD, SDM and IT Infra Manager, in communicating the division’s strategic direction and objectives to all staff. Translate the strategy into specific deliverables for the unit.
• Assist in the definition of customer’s IT strategy, plans, policies, projects and service levels.
• Keep abreast of global and local best practice as it relates to the unit’s activities.
• Continuously review the unit’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
• Identify required resources, personnel, funding to achieve the unit/function’s strategy.
• Establish and maintain relationships with key internal and external stakeholders.
• Oversee the implementation of the IT division’s policies and procedures and ensure the overall efficiency of the team’s service delivery.
• Coordinate liaison with the help desk to ensure prompt issues resolution in line with agreed service levels as regards user support (quick turnaround times on logged calls).
• Develop and monitor a proactive maintenance cycle on all applications and ensure regular updates of application documentation.
• Ensure adherence to SLAs by IT vendors.
• Review recommendations of the internal audit function relating to the unit’s policies, standards and guidelines and take action as required.
• Implement the unit’s work programs and plans in line with agreed upon procedures and guidelines.
• Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Manage inter-functional relations to ensure synergy across the various departmental functions.
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
• Perform any other duties as assigned by the management team.

• First Degree or equivalent in a relevant discipline.
• Should have field operation and management skills
• Minimum of (4) years relevant work experience.
• Bank working background is advantage
• Have the ATM, Facility, IT, POS, supplier management experience is advantage.

• Ensure the provision of optimal support on all IT network link within customer network.
• Assist in implementing defined work programs and plan in the area of network link.
• Optimize and maintain the network links, Optimize network link topology and structure, ensure network link stability.
• Manage and report the network links status to management level and customer.
• Liaise with relevant unit/ team/function in carrying out all relevant activities.
• Attend team/divisional/departmental meetings as required.
• Assist in providing technical support to end users of customer’s IT network infrastructure organisation-wide.
• Maintain relationships with third-party link vendors and ensure that agreed SLAs are achieved.
• Assist in setting up and maintaining network link management system tools to ensure network link are constantly monitored.
• Assist in setting up and executing technical test plans for link modification, new link deployment
• Assist in monitoring and troubleshooting network link related issues and requests down to the last line of support before escalating to third-party link vendors.

• Good skill and knowledge on Micro Wave link, VSAT, optical cable, ADSL, XDSL.
• More than 4 years work experience on network link maintenance.
• BGP,OSPF,ISIS,RIP, LAN technology.
• CCIE certification of Service Provider and Router&Swtich (advantage).