NOC Team Leader

2 months ago

Johannesburg, South Africa Recru-it Full time
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:
  • 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
Tracking Report/BI Tool:
  • Tickets

  • Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary
Tracking Report/BI Tool:
  • Tickets

  • NOC Engineers - minimum of 10 tickets closed daily
Tracking Report/BI Tool:
  • Ticket

  • NOC Administrators min. 20 tickets closed daily
Tracking Report/BI Tool:
  • SLAs

  • Within Customer Service Level Agreements
Tracking Report/BI Tool:
  • Tickets

  • Incidents reported immediately

  • Planned Works; notification to client within 2 working days of receipt
Tracking Report/BI Tool:
  • Planned Works Calendar

  • Emergencies reported immediately

  • Within Customer Service Level Agreements
Tracking Report/BI Tool:
  • Tickets

  • Within Customer Service Level Agreements
Tracking Report/BI Tool:
  • SLA

Supervise Team
  • Adequate staff on shift at all times and within budget
Tracking Report/BI Tool:
  • Staff coverage

  • Progressive and appropriate discipline
Tracking Report/BI Tool:
  • Formal discipline

  • Maintain effective leave planning and
Tracking Report/BI Tool:
  • 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
Tracking Report/BI Tool
  • Record of discussions and formal Reviews

  • Demonstrate ownership for effective implementation.
Tracking Report/BI Tool:
  • Minutes of Meetings

  • Obtain and provide feedback to senior management as and when issues arise.
Tracking Report/BI Tool:
  • Record issues faced and discussions

  • Consult with HR r.o all disciplinary action, where required
Tracking Report/BI Tool:
  • Counselling/ Disciplinary Warnings


Ensure adherence to Customer SLAs
  • Within Service Level Agreement
Tracking Report/BI Tool:
  • SLA

  • Report issues as quickly as possible
Tracking Report/BI Tool:
  • Incident Report and SLA

Administration
  • Compliance with ISO standards
Tracking Report/BI Tool:
  • Annual ISO Audit

  • Report issues as quickly as possible
Tracking Report/BI Tool:
  • Incident Report

  • Accuracy of information
Tracking Report/BI Tool:
  • Service Management system

Reporting:
  • Within 5 days of resolution of issue
Tracking Report/BI Tool:
  • Reason for Outage

  • Minimise repetitive issues
Tracking Report/BI Tool:
  • Problem tickets

  • Daily critical Diamond, Growth, and problem incident handovers
Tracking Report /BI Tool:
  • Excel problem Dashboard

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