Job title: NOC Team Leader – CCNACompany: Recru-ITJob description: Key Performance Areas:Customer Satisfaction 30%Supervise Team 30%Supplier adherence to SLAs 10%Administration 10%Reporting 20%Competency Requirements for PositionKnowledge:Thorough knowledge of networks and related technology in the Telecommunications industryKnowledge of customer service principlesGeneral understanding of the Basic Conditions of Employment Act in relation to a Support CentreSkills:Experienced and proficient with troubleshooting techniques and problem-solving in a 24x7x365 production environment.Excellent written and verbal communication skills in EnglishPractical understanding of network designProficient in MS Office, particularly ExcelBehavioral:Customer ResponsivenessSupervisory skillsLeadershipSelf-drivenProblem solvingAttention to detailAdmin orientatedStress toleranceResilienceAbility to multi-task, fast learnerMinimum Qualification:CCNA (valid) certification is a minimum requirement.ITIL Foundation advantageousBTech Degree / Diploma an advantageMinimum Experience:Minimum of 3 years supervisory experience in a Support / NOC environmentExperience in an Enterprise and Wholesale Telecommunications support environment.Experience in personnel and shift coordination and management and daily reports on shift operations and issues handled/escalatedOther Requirements:Must be willing to work weekends shifts on a monthly basis, or after hours, if required.Effectively lead troubleshooting efforts during outage bridges.Job Grade:D1Key Stakeholder RelationshipsInternal:SalesProjectsOpsinfra (Core)Quality AssuranceProcurementPartner RelationsCustomer RelationsFinanceExternal:SuppliersCustomersKey Performance Areas & IndicatorsEnsure Customer SatisfactionTasks:Ensure adherence to standard of ticket logging by team membersEnsure adherence to standard of ticket handling by the team membersEnsure adherence to standard of ticket resolution by the team membersResolve and manage Customer escalationsTake accountability of issues of major or repeated incidents and escalations to NOC ManagerEnsure accurate communication of planned network change or activities to Customers and Internal stakeholdersBe available telephonically to provide support for incident escalations to customers.Work cross-functionally to support other business units for customer support related issuesSupervise TeamTasks:Ensure efficient scheduling and workflow planningAddress all unauthorized leave and late coming/ poor timekeepingAccurate leave balances and plannersDevelop motivated, competent, and performance driven NOC agents and NOC Administrators.Monthly and bi-annual performance discussions conductedProvide change management leadership in support of company objectives and initiativesCommunicate company information accurately.
Address all NOC staff daily queries and provide escalation level assistance on incidents.Take fair, ethical and timeous corrective action within the Disciplinary Policy deadlinesEnsure adherence to Customer SLAsTasks:Resolve Customer escalations for logged incidentsEffectively communicate all critical business risks from support issues to NOC, NetOps management and COOAdministrationTasks:Ensure adherence to Standard Operating ProceduresReport any IT service management systems problems to NOC ManagerEnsure accurate and up to date information on service management system and all other Data repositories accessible to the NOC.ReportingTasks:Ensure post major incident report is submitted to CustomersAnalyse trends and ensure problem tickets are raisedCoordinate all daily and weekly incident handovers to follow up shiftsKPIsEnsure Customer SatisfactionTickets logged within 15 minutes of receipt from client/ systemTracking Report/BI Tool:TicketsUpdate clients hourly until fault is resolved, escalate to supplier/ internally if necessaryNOC Engineers – minimum of 10 tickets closed dailyNOC Administrators min.
20 tickets closed dailyWithin Customer Service Level AgreementsIncidents reported immediatelyPlanned Works; notification to client within 2 working days of receiptEmergencies reported immediatelyExpected salary:Location: Johannesburg, GautengJob posting date: Tue, 23 Jul 2024 22:05:01 GMTApply for the job now!
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