Noc Manager

6 months ago

Johannesburg North, South Africa HRNow Full time

The purpose of this role is to **effectively manage up to 25 Level 1,2,3 Engineers **in the NOC as well as the end to end processes and monitoring of a 24x7x365 NOC, this includes but is not limited to
- Daily coordination, oversight, guidance, mentoring, training, and management of tier 1,2,3 Network Engineers and NOC activities.
- Ensure the timeous and satisfactory resolution of all internal and customer issues.
- The optimal planning, management, scheduling, and utilization of the NOC Engineers.
- Ensure the management of the customer’s WAN, LAN, WLAN, MAN, Security services, and escalations.
- Ensure the management of the company’s core network and infrastructure services;
Monitoring
- Ensure that tooling interfaces and dashboards are monitored 24x7x365 in order to pick up and respond to service-related events, according to the SOP’s and in line with customers’ SLAs.
- Continuous service improvement is driven throughout the NOC, ensuring that appropriate information is available, and the supporting tools are sufficient and effectively utilized to timeously manage internal and customer services.
- Event and Problem Management
- Ensure that all service interruptions and escalations are dealt with effectively and timeously according to the SOPs, which could originate from internal, customer, and 3rd party service providers.
- Data integrity is ensured at all times to ensure 100% reporting.
- Ensure the efficient and effective identification, investigation, and escalation of faults within all services that are supplied and supported, internally and externally.
- Ensuring that all company 3rd party service providers and all Customer SLAs are met.
- Service improvement and optimization initiatives are identified and driven to review current as well as business-as-usual processes and procedures to ensure continuous improvement and achieve a front-foot approach to customer service.
- NOC KPIs are set up and managed to ensure service excellence.
- Recurring and potential problems are identified and corrective measures are proposed and escalated to the appropriate team(s) for resolution.
- Documentation is kept for all network problems, solutions, and activities to ensure quick onboarding for continuous support and service excellence, this documentation is securely saved in the Knowledge Hub.
- Promotes, maintains, and enforces company Standards and Policies consistently within the NOC.
- Effective service delivery is managed and enforced to safeguard the availability of critical business systems and services.
- The production environments of the company and all its customers are proactively monitored to ensure uptime and continuous service excellence.
- Effective and efficient communication is ensured for all support-related activities, in accordance with the SOPs.
- The production handover process is effectively and efficiently managed to ensure all new services are supported from project handover.

Reporting
- Monthly event analysis and reporting are prepared and presented to internal and/or external teams as required.
- Appropriate action is taken to ensure continuous improvement.
- NOC KPI performance reporting is done daily to drive continuous improvement in the NOC.
- Recurring events are identified and reported on and recommendations are made to address these.

People Management (15-25 staff on shifts)
- Ensure that all people in the NOC including distributed teams are doing what they are contracted to do and performing according to the SOP and KPIs.
- Excellent working relationships are established with the various teams that have a dependency or reliance on the NOC.
- Excellent working relationships are built with direct reports and 3rd party service providers in order to drive and resolve events, ensuring outstanding customer service.
- Staff are developed and trained to ensure the appropriate level of skill in support of the company’s technology and service offerings.
- Shift rosters are compiled and managed to ensure that there is appropriate distribution of Tier1,2,3 Engineers for each shift.
- Shift rosters are compiled so that no one person is overworked and that duties are fairly distributed amongst all peers.
- Staff’s overall performance and discipline are managed to ensure a healthy, happy and effective, and efficient NOC.
- The company values are accepted and lived at all times.Ability to work in a complex and matrix team environment; experience working in a team-oriented, collaborative environment

MUST HAVES
- Experience managing more than 10 Engineers for top results.
- Experience working as a NOC manager or similar role 3+ years
- Customer focused with good planning, analytical thinking, business acumen and organizing skills.
- Knowledge of IT infrastructure, and IT concepts.
- Knowledge of connectivity services such as WAN, LAN, WLAN, MAN, and Network Security concepts.
- Ability to build good working relationships.
- Excellent customer service ability.
- Action-oriented and

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