Network Operations Center Team Lead

2 weeks ago

Cape Town, South Africa White Hat Gaming Full time

Moonspin is proud to offer industry leading Customer Service, Risk/Fraud and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. We hire experienced top talent people which enables us to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

**Purpose of the Role**

Network Operations Centre Team Lead responsibility to come up with innovative solutions to various networking problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry.

**Key Responsibilities**:

- Working closely with the SRE / Development / Head of NOC / Head of IT and network infrastructure team lead. Your primary duties and responsibilities will include but not limited to:

- Responsible for managing and coordinating the NOC team. The main aim for this coordination is to ensure that the networking system runs efficiently without interruption
- The NOC Lead must keep upper management informed about what is happening in the organization concerning networking
- NOC Lead oversees the work of junior employees to ensure that system requirements have been properly implemented and procedures carefully followed.
- Responsible for informing Management, partners and peers about network performance and service availability
- Primarily deals with users, customers, vendors, engineers, and the whole technical team
- Coordinates the duty shift Roster for the NOC operations and carefully allocates staff members (NOC technicians and NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner
- To ensure maximum service availability and performance
- Manage your team’s attendance. You will be responsible for conducting documented return to work discussions, managing absenteeism trends within your team, and partnering with HR to ensure relevant sanctions are delivered when needed. It will be your responsibility to actively manage attendance for your Hosts including the issuing of warnings when needed
- Conduct a monthly documented 1:1 performance review session with each Host, discussing all aspects of their performance: QA scores; productivity; absenteeism/late coming trends if applicable and general behavior and conduct
- Facilitate effective shift handover discussions with your fellow Team Leaders to ensure knowledge transfer of emerging issues and concerns
- Participate in recruitment activities internally and externally

**Minimum Requirements**
- Diploma in IT / Technology or Electronics & Communication Engineering
- Technical certifications such as MCSE, A+, N+, CCNA, CCNP preferred Experience or qualifications in the following areas are required.
- 5+ years of experience working in data centres / ISP with an emphasis on Network and Systems Operations Centre (NOC)
- Knowledge and experience of system and network infrastructures such as LAN and WAN network technologies, server virtualization, enterprise storage area network (SAN) and backup, enterprise performance and fault monitoring tools.
- Self-disciplined, initiative-taking and the ability to organize and prioritize time effectively.
- Ability to manage and lead a team
- Underlying awareness of the bigger picture
- Willingness and ability to learn new products and network technologies quickly, often without the focus of formalized training.
- Be able to communicate about networking issues effectively and in a comprehensible manner both to clients and employees

**Minimum competencies**:

- Self-managed, reliable, and confident
- Able to think independently and on your feet
- Analytical and attention to detail
- Excellent communication skills
- Adaptable and flexible in an ever-changing environment
- Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process_

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