Supervisor Network Operations Center

URA is seeking a Network Operations Supervisor to supervise and manage the Network Operations Center (NOC) to ensure the continuous monitoring, maintenance, and optimization of URA’s IT applications and network infrastructure, guaranteeing high availability, performance, and security to support organizational operations and alignment with URA’s IT strategy.

• Oversee real-time Application and Network monitoring and Performance Management.
• Supervise 24/7 network and application monitoring to identify and escalate anomalies, downtimes, or performance issues.
• Maintain dashboards and alerts for real-time visibility of network health and application service performance.
• Configure, instrument, and optimize application and network monitoring tools to provide visibility into application performance, transactions, logs, and infrastructure dependencies.
• Document application and network performance metrics for reporting and trend analysis.
• Coordinate shift schedules to ensure 24/7 NOC coverage.
• Ensure rapid response and resolution.
• Prioritize and assign service incidents to NOC team members for resolution, including application and integration-related incidents.
• Implement incident response protocols to minimize downtime and impact, aligned to ITIL and service lifecycle practices.
• Track and document incident resolution processes for audit, review, and continuous improvement.
• Escalate complex service issues to senior technical teams, application owners, or vendors as needed.
• Conduct post-incident reviews to identify root causes and prevent recurrence.
• Work closely with application support and software delivery teams to analyze production issues, support root cause analysis, and validate fixes before and after deployment.
• Maintain and optimize Service performance.
• Schedule and oversee regular service maintenance and upgrades to enhance application and infrastructure reliability and performance.
• Test service redundancy and failover mechanisms to ensure reliability.
• Analyze performance reports to recommend application and infrastructure improvements.
• Maintain and update standard operating procedures (SOPs) for service/network management to ensure best practices are consistently applied.
• Support controlled deployment, patching, and configuration changes for applications and platforms in line with approved change and release management processes.
• Coordinate with staff, vendors and internal/external service partners.
• Act as the primary liaison for escalated service issues, ensuring effective communication between infrastructure, application support, and other stakeholders.
• Liaise with application and network service partners to ensure compliance with service agreements.
• Negotiate maintenance contracts and service renewals as needed.
• Review user platforms and application performance to ensure quality and reliability of services.
• Prepare and submit regular reports on applications and network status, incidents, and performance trends to management.
• Maintain and update standard operating procedures (SOPs) for network management to ensure best practices are consistently applied.
• Participate in service transition activities for new or enhanced applications to ensure operational readiness, monitoring coverage, and support documentation are in place.
• Plan and manage the performance and development of staff under supervision so as to improve their productivity.
• Develop work plans and performance agreements for NOC team members under supervision.
• Provide leadership and operational management to the team so that the service delivered is efficient and can adapt to changing circumstances.
• Assess the training and development needs of staff under supervision and recommend appropriate interventions.
• Provide coaching and technical guidance in application support, monitoring tools, and incident handling.
• Initiate and implement activities/programs intended to create and harness teamwork in the business Unit.

• An Honor’s Bachelor’s Degree in either; Computer Science, Information Technology, Information Systems, Software Engineering, Electrical Engineering, Computer Engineering, Telecommunications Engineering or Business Computing from a recognized academic institution.
• At least three (03) years’ experience in IT work from a reputable organization.
• ITIL V4 Foundations certification.
• Certification in application, database, or network management, such as Oracle Certified Associate/Professional, Microsoft SQL Server, PostgreSQL, Linux/Unix administration, Java or application platform certifications, Cisco CCNA, or CompTIA+.
• Demonstrated experience in application support, systems support, or production support for enterprise applications.
• An impeccable record of integrity.
• Advanced certification in network management, software engineering, application support, DevOps, or database technologies (e.g. Cisco CCNP, ITIL Practitioner, Oracle/MySQL/PostgreSQL certifications, DevOps or cloud certifications), or Business Continuity Planning.
• Experience with NOC and application monitoring / observability tools such as SolarWinds, Nagios, PRTG, New Relic, Dynatrace, AppDynamics, Datadog etc.
• Exposure to software development lifecycle (SDLC) environments, including release management, production support, or post-deployment support.
• Training in cyber security or incident response.
• Experience in managing vendor relationships and service contracts.
• Knowledge of Application monitoring, network monitoring and management tools.
• Knowledge of IT service management frameworks (e.g., ITIL).
• Broad knowledge of network infrastructure, including routers, switches, and firewalls.
• Knowledge of enterprise application architectures, integrations, and production support models.
• Understanding of application lifecycle management and its interaction with operational support.
• The incumbent should be able to demonstrate;
• Skills in risk assessment and management skills.
• Strong leadership and team management skills.
• The ability to develop others through coaching, mentoring and guiding the professional growth of staff under supervision.
• The ability to communicate with impact and lead with influence.
• The ability to develop, motivate and influence a team towards the realization of the division’s mandate.
• Creativity and innovation capability.
• Strong problem diagnosis and solving skills.
• Strong conceptual and analytical skills.
• Proactive with ability to work under pressure and minimum supervision.
• Excellent interpersonal relationship and networking skills.
• Empathetic and emotionally intelligent.
• Should be agile and results oriented.
• Ability to analyze application behavior, logs, and performance metrics to support troubleshooting and service optimization.