NOC Team Leader - CCNA - Johannesburg
Key Performance Areas:
Competency Requirements for Position
Knowledge:
Skills:
Behavioral:
Minimum Qualification:
Minimum Experience:
Other Requirements:
Job Grade:
Key Stakeholder Relationships
Internal
External
Key Performance Areas & Indicators
KPAS
Ensure Customer Satisfaction
Tasks:
Supervise Team
Tasks:
Ensure adherence to Customer SLAs
Tasks:
Administration
Tasks:
Reporting
Tasks:
KPIs
Ensure Customer Satisfaction
Supervise Team
Ensure adherence to Customer SLAs
Administration
Reporting:
- 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
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:
- D1
Key Stakeholder Relationships
Internal
- Sales
- Projects
- Ops
- infra (Core)
- Quality Assurance
- Procurement
- Partner Relations
- Customer Relations
- Finance
External
- Suppliers
- Customers
Key Performance Areas & Indicators
KPAS
Ensure Customer Satisfaction
Tasks:
- Ensure adherence to standard of ticket logging by team members
- Ensure adherence to standard of ticket handling by the team members
- Ensure adherence to standard of ticket resolution by the team members
- Resolve and manage Customer escalations
- Take accountability of issues of major or repeated incidents and escalations to NOC Manager
- Ensure accurate communication of planned network change or activities to Customers and Internal stakeholders
- Be available telephonically to provide support for incident escalations to customers.
- Work cross-functionally to support other business units for customer support related issues
Supervise Team
Tasks:
- Ensure efficient scheduling and workflow planning
- Address all unauthorised leave and late coming/ poor timekeeping
- Accurate leave balances and planners
- Develop motivated, competent, and performance driven NOC agents and NOC Administrators.
- Monthly and bi-annual performance discussions conducted
- Provide change management leadership in support of company objectives and initiatives
- Communicate company information accurately. Address all NOC staff daily queries and provide escalation level assistance on incidents.
- Taken fair, ethical and timeous corrective action within the Disciplinary Policy deadlines
Ensure adherence to Customer SLAs
Tasks:
- Resolve Customer escalations for logged incidents
- Effectively communicate all critical business risks from support issues to NOC, NetOps management and COO
Administration
Tasks:
- Ensure adherence to Standard Operating Procedures
- Report any IT service management systems problems to NOC Manager
- Ensure accurate and up to date information on service management system and all other Data repositories accessible to the NOC.
Reporting
Tasks:
- Ensure post major incident report is submitted to Customers
- Analyse trends and ensure problem tickets are raised
- Coordinate all daily and weekly incident handovers to follow up shifts
KPIs
Ensure Customer Satisfaction
- Tickets logged within 15 minutes of receipt from client/ system
- Tickets
- Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary
- Tickets
- NOC Engineers - minimum of 10 tickets closed daily
- Ticket
- NOC Administrators min. 20 tickets closed daily
- SLAs
- Within Customer Service Level Agreements
- Tickets
- Incidents reported immediately
- Planned Works; notification to client within 2 working days of receipt
- Planned Works Calendar
- Emergencies reported immediately
- Within Customer Service Level Agreements
- Tickets
- Within Customer Service Level Agreements
- SLA
Supervise Team
- Adequate staff on shift at all times and within budget
- Staff coverage
- Progressive and appropriate discipline
- Formal discipline
- Maintain effective leave planning and
- Leave records Attendance Registers
- Facilitate on the job coaching
- All staff are certified as per Role Profile
- Review performance in discussion with employees, agree ratings and set goals for new period
- Record of discussions and formal Reviews
- Demonstrate ownership for effective implementation.
- Minutes of Meetings
- Obtain and provide feedback to senior management as and when issues arise.
- Record issues faced and discussions
- Consult with HR r.o all disciplinary action, where required
- Counselling/ Disciplinary Warnings
Ensure adherence to Customer SLAs
- Within Service Level Agreement
- SLA
- Report issues as quickly as possible
- Incident Report and SLA
Administration
- Compliance with ISO standards
- Annual ISO Audit
- Report issues as quickly as possible
- Incident Report
- Accuracy of information
- Service Management system
Reporting:
- Within 5 days of resolution of issue
- Reason for Outage
- Minimise repetitive issues
- Problem tickets
- Daily critical Diamond, Growth, and problem incident handovers
- Excel problem Dashboard
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