NOC Team Leader – CCNA Recru-IT

Course • Other • Johannesburg, Gauteng, South Africa • $400 - $500 / year • 4h ago

Job title: NOC Team Leader – CCNA

Company: Recru-IT

Job description : Key Performance Areas:

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:

Minimum Qualification:

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:

External:

Key Performance Areas & Indicators
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 unauthorized 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.
Take 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:

KPIs
Ensure Customer Satisfaction

Tracking Report/BI Tool:

Tickets
Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary
NOC Engineers – minimum of 10 tickets closed daily
NOC Administrators min. 20 tickets closed daily
Within Customer Service Level Agreements
Incidents reported immediately
Planned Works; notification to client within 2 working days of receipt
Emergencies reported immediately

Expected salary:

Location: Johannesburg, Gauteng

Job posting date: Tue, 23 Jul 2024 22:05:01 GMT

Apply for the job now!

#J-18808-Ljbffr