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IT Network and Monitoring Supervisor

3 weeks ago

Johannesburg, South Africa On Line Personnel Full time

Full Time
- Johannesburg
- Posted 5 hours ago

Job Position: Network and Monitoring Supervisor

Ref: 4601

Location: Johannesburg (Randburg)

**Salary**: R42 000 to R58 000 per month commensurate with qualification and experience

Qualifications / Requirements:

- 7 years’ experience in a technical support or similar role (proven track record within a NOC, IT or ISP environment)
- Minimum of 2 years supervisory experience
- MSCE
- MCSA
- ITIL Foundation v3 or v4
- Incident management certification
- Analytical thinking and judgment
- Strategic thinking must be evident
- Planning, organizing and control
- Good network diagnostic skills
- Good communicator with a natural aptitude for dealing with people
- Clear communicator (both written and verbal)
- Be flexible and adaptable in approach to problem solving

Key Performance Areas:

- 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
- Ability to assess faults, prioritize, respond and escalate accordingly
- Diagnose the network and service issues, following them through to resolution
- Collate and interpret data from various sources
- Analyse system and network performance using monitoring and graphical data
- Provide trend analysis of major incidents and outages
- Drafting of weekly and monthly reports for management
- Conduct incident management weekly meetings
- Ensure compliance with workstation standards
- Ensure compliance with network standards
- 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