Objective
Monitor and ensure on-time service delivery as per SLA's or as agreed with Client in line with the contract.
Core Duties
- Track Generator Deployment Schedule : Ensure ETAs (Estimated Time of Arrival) are being sourced.
- Track and Prioritize : Generator deployment priority list shared by Vodacom FFO's.
- Track Generator Movement : Ensure you have a high-level overview of Generator movement.
- Track Generator Recoveries : Actively engage on recover to deploy requests received from Vodacom and follow up with the Generator Dispatcher.
- Re-Fuels : Actively monitor the Generator Dispatchers' progress on actioning Low Fuel alarms on WFM (Workforce Management) to ensure FTs (Field Technicians) are not missing the next Re-fuel hours.
Diligently Track Re-fuelling schedules : Follow up with Generator SPOC/FT's for ETA's.
- Escalate where necessary to RM's (Regional Managers) / NOC (Network Operations Centre) Managers.
- Ensure that the TD's and GD’s are diligently updating WFM.
- Monitor timeous update and correctness of activity tracker(s).
- Analyse and report on routine and ad hoc investigations.
- Ensure relevant feedback, information and reports are prepared, submitted, and presented to various stakeholders on all aspects of service delivery.
- Stand-by requirements as and when required.
- Compile and provide a clear and comprehensive handover to the Incoming Technical Duty Manager - 30 minutes ahead of the actual shift end time.
Responsibilities
- Facilitate Shift handover with TD's (Technical Despatcher) and GD’s (Generator Despatcher).
- Ensure that an official handover on mail is provided from the outgoing TD and GD to the Incoming TD and GD as per prescribed process.
- Ensure all Dispatch Agents are logged into HiPath for the duration of their shift and report on a weekly/monthly basis on the performance of each agent.
- Monitor Incoming queues - Mails & Calls must be attended to timeously.
- Responsible for Incident Management within the Dispatch NOC.
- Monitor the ageing of all tasks that the dispatch NOC are responsible for and ensure regular follow-ups are done with the TD's and GD’s to fast track the resolution.
- Responsible for ensuring MTTD (Mean time to Despatch) is achieved by the Technical Dispatchers and take the necessary action.
- Drive VTTR (Vendor time to respond) with Dispatch Agents and Operational team to ensure 95% SLA achievement.
- Analyse site topology and advise team(s) on core sites that will create priority impact.
- Manage sites that fail immediately and report as these sites impact ability to manage R1/R2 timeously, thus proactive management is required.
- Remote resolve transmission faults where feasible and escalate to Transmission Specialist.
- Responsible for ensuring all tasks intended for the Field Team are followed up on E2E (Enterprise to Enterprise) where no updates are received from the FT's.
- Notify and escalate major incidents (P1's/P2's) as per the fault handling and escalations procedures.
- Responsible for driving progress on P3 - P5 faults that are assigned to a Technical Dispatcher or Field Technician.
- Pro-actively escalating issues to Regional Managers and Vodacom FFO on standby.
- Escalate shortage of resources and generators to SPOCs (Single Person of Contact) and Regional Managers.
- Pro-actively interact and engage with Operational Management to understand areas of improvement and ensure that turn-around times are shortened to continuously improve customer satisfaction.
- Enform Dispatch processes during shifts.
- Perform monthly sample audits to ensure process is being followed.
- Report weekly/monthly on utilization and performance.
- Maintain an up-to-date generator deployment report during shifts.
Skills and Experience required
- Bachelor’s degree in Information Technology / Electrical Engineering or a Diploma in the related field.
- (National Certificates N4-N6)
- Minimum of 3 - 4 years’ experience in the Telecommunications industry.
- Minimum of 2 years’ experience in management.
- Knowledge and understanding of systems, e.g. U2020/IoT Commander/Nokia SAM/Huawei/GERM/Galooli and their integration.
- Ability to work in a high-pressure, deadline-driven environment.
- Exceptional communication and reporting skills.
- Solid working knowledge in a NOC / SOC environment.
- Outstanding leadership skills and ability to delegate responsibilities effectively.
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