Role:
Responsible for supervising the efficient, day-to-day operations of a team of NOC Engineers and NOC Administrators, ensuring optimal Customer service satisfaction by maintaining stable service and ensuring efficient communication workflow.

Key Performance Areas:

Customer Satisfaction 30%
Supervise Team 30%
Supplier adherence to SLAs 10%
Administration 10%
Reporting 20%

Competency Requirements for Position
Knowledge:

Thorough knowledge of networks and related technology in the Telecommunications industry
Knowledge of customer service principles
General understanding of the Basic Conditions of Employment Act in relation to a Support Centre

environment"

Skills:

Experienced and proficient with troubleshooting techniques and problem- solving in a 24x7x365 production environment.
Excellent written and verbal communication skills in English
Practical understanding of network design
Proficient in MS Office, particularly Excel

Behavioral:

Customer Responsiveness
Supervisory skills
Leadership
Self-driven
Problem solving
Attention to detail
Admin orientated
Stress tolerance
Resilience
Ability to multi-task, fast learner

Minimum Qualification:

CCNA (valid) certification is a minimum requirement.
ITIL Foundation advantageous
BTech Degree / Diploma an advantage

Minimum Experience:

Minimum of 3 years supervisory experience in a Support / NOC environment
Experience in an Enterprise and Wholesale Telecommunications support environment.
Experience in personnel and shift coordination and management and daily reports on shift operations and issues handled/escalated

Other Requirements:

Must be willing to work weekends shifts on a monthly basis, or after hours, if required.
Effectively lead troubleshooting efforts during outage bridges.

Job Grade:

Key Stakeholder Relationships

Internal

Sales
Projects
Ops
infra (Core)
Quality Assurance
Procurement
Partner Relations
Customer Relations
Finance

External

Suppliers
Customers

Key Performance Areas & Indicators

Ensure Customer Satisfaction:

Ensure adherence to standard of ticket logging by team members - Tickets logged within 15 minutes of receipt from client/ system.
Ensure adherence to standard of ticket handling by the team members. - Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary
Ensure adherence to standard of ticket resolution by the team members - NOC Engineers - minimum of 10 tickets closed daily. NOC Administrators min. 20 tickets closed daily
Resolve and manage Customer escalations - Within Customer Service Level Agreements.
Take accountability of issues of major or repeated incidents and escalations to NOC Manager - Incidents reported immediately.
Ensure accurate communication of planned network change or activities to Customers and Internal stakeholders - Planned Works; notification to client within 2 working days of receipt. Emergencies reported immediately.
Be available telephonically to provide support for incident escalations to customers. - Within Customer Service Level Agreements.
Work cross-functionally to support other business units for customer support related issues. - Within Customer Service Level Agreements

Supervise Team:

Ensure efficient scheduling and workflow planning - Adequate staff on shift at all time and within budget
Address all unauthorised leave and late coming/ poor timekeeping - Progressive and appropriate discipline
Accurate leave balances and planners - Maintain effective leave planning and
Develop motivated, competent, and performance driven NOC agents and NOC Administrators. - Facilitate on the job coaching. All staff are certified as per Role Profile
Monthly and bi-annual performance discussions conducted. - Review performance in discussion with employees, agree ratings and set goals for new period
Provide change management leadership in support of company objectives and initiatives. - Demonstrate ownership for effective implementation.
Communicate company information accurately. Address all NOC staff daily queries and provide escalation level assistance on incidents. - Obtain and provide feedback to senior management as and when issues arise.
Taken fair, ethical and timeous corrective action within the Disciplinary Policy deadlines - Consult with HR i.r.o all disciplinary action, where required

Ensure adherence to Customer SLAs:

Resolve Customer escalations for logged incidents - Within Service Level Agreement
Effectively communicate all critical business risks from support issues to NOC, NetOps management and COO - Report issues as quickly as possible

Administration:

Ensure adherence to Standard Operating Procedures - Compliance with ISO standards
Report any IT service management systems problems to NOC Manager - Report issues as quickly as possible
Ensure accurate and up to date information on service management system and all other Data repositories accessible to the NOC. - Accuracy of information

Reporting:

Ensure post major incident report is submitted to Customers - Within 5 days of resolution of issue
Analyse trends and ensure problem tickets are raised. - Minimise repetitive issues
Coordinate all daily and weekly incident handovers to follow up shifts. - Daily critical Diamond, Growth, and problem incident handovers

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