Supervisor Network and Monitoring

6 months ago

Randburg, South Africa Staff Unlimited Recruitment Full time

**Introduction**

**Job description**
- Measure adherence to SLA for internal/external customers.
- Report to management on adherence to SLA for internal/external customers.
- Ensure compliance of incidents logged against the call logging process.
- Ensure all monitoring systems and appliances are in working order.
- Consistent feedback and follow-ups on outstanding incidents logged to Network Operators.
- Communicate outages to affected staff and the business as necessary.
- Management of Network Operator incident resolution and feedback to system and business owners.
- Coordinate and Manage all major incident and escalation.
- Ensure proper monitoring of sensors is carried out.
- Continuous Review of all monitored sensors.
- Draft and Provide RCA for all major incidents to management.
- Ability to assess faults, prioritize, respond and escalate accordingly.
- Diagnosing the network and service issues, following them through to resolution.
- Collate and interpret data from various sources.
- Analysing system and network performance using monitoring and graphical data.
- Clear communicator (both written and verbal).
- Be flexible and adaptable in approach to problem solving.
- Provide trend analysis of major incidents and outages.
- Drafting of weekly and monthly reports for management.
- Conduct incident management weekly meetings.
- Actively encourage strong working relationships with other teams.
- Actively seeks ways of improving existing systems and processes.
- Good self-awareness. Actively seeks out tasks that help develop skills and knowledge.
- Ensure compliance with workstation standards.
- Ensure compliance with network standards.
- Support Knowledge repository.
- Definition and maintenance of service interruption templates.
- Manage Resigned/Modified/New users system accounts.
- Investigate new processes and procedures to improve productivity.
- Responsible for the day-to-day management of Network Operator staff.
- Manage Leave schedule.
- Manage staff shifts schedule.
- Manage staff attendance and time keeping.
- Ensure Quality Assessment of work done.
- Ensure that staff comply with the SLA defined with the business.
- Set benchmarks and measure staff productivity.
- Perform quarterly reviews and measurement of KPA achievement.
- Manage a staff training program, including on the job training and staff mentoring process.

**Minimum requirements**
- 7 Years’ Experience in a Technical Support or similar role (Proven track record within a NOC, IT or ISP environment).
- 2 Years supervisory experience
- N
- A
- MSCE
- MCSA
- ITIL Foundation v3 or v4
- Incident management certification
- Analytical Thinking and Judgment
- Strategic Thinking must be evident
- Time Perspective
- Take Initiative
- Results orientation
- Planning, Organizing & Control
- Good network diagnostic skills.
- Good communicator with a natural aptitude for dealing with people

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