Technical Duty Manager

3 weeks ago

Centurion, South Africa Bidvest Facilities Management Full time
Job title : Technical Duty ManagerJob Location : Gauteng, CenturionDeadline : December 21, 2024Quick Recommended Links
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Responsibilities 

  • Facilitate Shift handover with TD's (Technical Despatcher) and GD’s (Generator Despatcher) 
  • Ensure that an official handover on mail is provided from the outgoing TD and GD to the Incoming TD and GD as per prescribed process
  • Ensure all Dispatch Agents are logged into HiPath for the duration of their shift and report on a weekly/monthly basis on the performance of each agent.
  • Monitor Incoming queues - Mails & Calls must be attended to timeously.
  • Responsible for Incident Management within the Dispatch NOC.
  • Monitor the ageing of all tasks that the dispatch NOC are responsible for and ensure regular follow-ups are done with the TD's and GD’s to fast track the resolution.
  • Responsible for ensuring MTTD (Mean time to Despatch) is achieved by the Technical Dispatchers and take the necessary action
  • Drive VTTR (Vendor time to respond) with Dispatch Agents and Operational team to ensure 95% SLA achievement.
  • Analyse site topology and advise team(s) on core sites that will create priority impact.
  • Manage sites that fail immediately and report as these sites impact ability to manage R1/R2 timeously, thus proactive management is required.
  • Remote resolve transmission faults were feasible and escalate to Transmission Specialist.
  • Responsible for ensuring all tasks intended for the Field Team are followed up on E2E (Enterprise to Enterprise) where no updates are received from the FT's.
  • Notify and escalate major incidents (P1's/P2's) as per the fault handling and escalations procedures.
  • Responsible for driving progress on P3 - P5 faults that are assigned to a Technical Dispatcher or Field Technician.
  • Pro-actively escalating issues to Regional Managers and Vodacom FFO on standby.
  • Escalate shortage of resources and generators to SPOCs (Single Person of Contact) and Regional Managers.
  • Pro-actively interact and engage with Operational Management to understand areas of improvement and ensure that turn-around times are shortened to continuously improve customer satisfaction.
  • Enform Dispatch processes during shifts.
  • Performing monthly sample audits to ensure process is being followed.
  • Report weekly/monthly on utilization and performance.
  • Maintain an up-to-date generator deployment report during shifts.

Skills and Experience required 

  • Bachelor’s degree in Information Technology / Electrical Engineering or a Diploma in the related field.
  • (National Certificates N4-N6)
  • Minimum of 3 - 4 years’ experience in the Telecommunications industry
  • Minimum of 2 years’ experience in management.
  • Knowledge and understanding of systems, e.g. U2020/IoT Commander/Nokia SAM/Huawei/GERM/Galooli and their integration.
  • Ability to work in a high-pressure, deadline-driven environment
  • Exceptional communication and reporting skills
  • Solid working knowledge in a NOC / SOC environment
  • Outstanding leadership skills and ability to delegate responsibilities effectively

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