Network Controller

2 days ago

Gauteng, South Africa Virtual Collaboration Network Full time

**Job Purpose**:
To ensure maximum and optimal network and service availability and operation by fulfilling incident management, service request management, and problem management tasks.

**Operations**
- Participate actively as a central point of contact for incident/request/problem queries and escalations
- Conduct incident management toward resolution of incidents
- Conduct problem management for repetitive faults and known problems
- Create internal and external awareness of major outages or business critical failures as and when required via prescribed methods and intervals
- Perform escalations to expedite fault resolution, service request fulfilment or problem resolution as and when required
- Respond to incoming escalations in the absence of a Team Leader
- Conduct shift handover to ensure continuity and consistency of incident, service requests and problem management
- Participate in operational/project meetings including war room convenes

**Vendor Management**
- Liaise with vendors and service providers in assurance of services provided in accordance with SLA’s
- Escalate SLA breaches and non-compliance

**Reporting**
- Generate or facilitate and distribute ad hoc and scheduled reports as and when required
- Ensure consistency, accuracy, and integrity of all reports
- Request RFO/RCA/Incident reports internally and from vendors/service providers/partners as and when required
- Adhere to all the business and SOC policies, processes, and procedures

**Governance**
- Act in accordance with Operational Level Agreements (OLA) internally
- Act in accordance with Service Level Agreements (SLA) with external business partners
- Comply with OHS rules
- Provide input and assist with defining departmental procedures and processes

**Teamwork**
- Participate in departmental knowledge share and skill transfer workshops
- Provide technical and procedural support to team members
- Participate in responsibility rotation to promote diversity and team consistency
- Participate in orientation and induction exercises for new and existing staff members
- Be flexible to work overtime as and when required
- Act in the role of Shift Captain, by leading the shift team and co-ordinating tasks by priority including P0 incidents
- Assume Team Leader delegation including standby duty where required.
- Be the first level of support for Network Controllers
- Facilitate and/or conduct knowledge share and skill transfer workshops within Fault Management
- Assist with coaching and mentoring of Network Controllers

**Qualifications**
- Technical Certificate, Technical Diploma or higher
- ITIL base foundation (advantageous)

**Experience**
- 2+ years experience in telecommunications/IT industry (preferably NOC environment)
- Experienced in Incident Management fundamentals
- Experienced in Service Request Management
- Experienced in Problem Management fundamentals

**Job Type**: Permanent

Work Location: In person

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