Noc Manager

3 weeks ago

Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

The NOC Manager is responsible for ensuring the efficient operation and support of Reflex Network infrastructure as well as its customer’s network infrastructure and end-user IT services. This role involves leadership, management, and coordination of activities within the Network Operations Center and Service Desk to maintain optimal network performance and customer satisfaction. We are seeking an experienced and proactive NOC Manager to lead our Network Operations Center & Service Desk team and ensure the uninterrupted performance of our network infrastructure.

**Team Leadership Responsibilities**
- Provide strategic leadership for both the NOC and Service Desk teams.
- Supervise, mentor, and motivate staff, creating a space where they can ask questions and voice their concerns.
- Foster collaboration between Engineering Teams, PSG Teams, NOC and Service Desk for seamless service delivery.
- Delegating tasks and achieving daily, weekly, and monthly goals.
- Being transparent with the team about challenges, failures, and successes.
- Writing progress reports and delivering presentations to the relevant stakeholders.

**Incident and Request Management Responsibilities**
- Oversee the handling of incidents and service requests in both the NOC and Service Desk.
- Ensure timely resolution of network-related incidents and end-user support issues.
- Implement and improve incident and request management processes.

**Network Operations Center Responsibilities**
- Manage and prioritize the following network-related tasks but limited to
- Network Monitoring
- Incident Detection and Triage
- Network fault troubleshooting
- Ticket handling
- Communication
- Documentation
- Collaboration
- Routine Maintenance
- Adherence to Procedures
- Training & Skills

**Service Desk Responsibilities**:

- Supervise end-user support services to ensure customer satisfaction.
- Manage the service desk staff in resolving IT issues, incidents, and service requests.
- Implement and improve end-user support processes.
- Gather customer feedback to identify areas for improvement.

**Proactive Customer Service and Support**
- Ensure all customer segmentation SLAs defined are adhered to and not exceeded, tracking, and managing ticket aging analysis. Ensure timely resolution of tickets.
- Resolution of core tasks as defined in Customer Segmentation within Target Turnaround Time (TTT) i.e., RCA and RFO creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month.
- Continuous Improvement - perform proactive customer service audits, identify design short falls, and implement solutions before issues highlighted by the customer - 3 per month (based on Customer segmentation requirements)

**Performance Management**:

- Monitor and optimize both network and service desk performance.
- Identify areas for improvement and implement enhancements.
- Collaborate with infrastructure teams to enhance network capabilities.

**Documentation**:

- Maintain accurate and up-to-date documentation of network configurations, procedures, and service desk processes.
- Ensure that all changes are documented and reflected in relevant documentation.

**Training and Development**:

- Identify training needs for both NOC and Service Desk staff.
- Organize relevant training programs to enhance team skills.
- Foster a culture of continuous learning and improvement.

**Reporting**:

- Establish and monitor key performance indicators (KPIs) for both NOC and Service Desk.
- Prepare regular reports on network and service desk performance for management.

**Compliance**:

- Ensure compliance with organizational policies and industry regulations for both network and service desk operations.
- Stay informed about the latest security and compliance requirements.

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

**Minimum Requirements**
- Grade 12
- Bachelor’s degree in information technology computer science, engineering or related field. (advantageous)
- Proven experience in both NOC and Service Desk management roles.
- In-depth knowledge of network infrastructure, ITIL practices, and end-user support services.
- Relevant Management certification.
- Excellent technical, diagnostic, and troubleshooting skills.
- Strong leadership and organizational abilities.
- Willingness to build professional relationships with staff and clients.
- Excellent communication, motivational, and interpersonal skills.
- A Valid code EB or equivalent driver’s license and 100% reliable transport
- A minimum of 5 years work experience in networking
- Relevant networking certifications required:

- HCIA and/or CCNA
- JNCIA Junos
- CCIE or HCIE (advantageous)
- Knowledge and experience:

- IP Connectivity
- Understand communication p

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