Noc Team Leader JHB - Northern Suburbs - North Johannesburg
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Reference: PE010890-Tabz-1 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 SLA's 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: 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 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 SLA's: 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 R 1000 - R 1001 - Annually
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