NOC Team Leader - CCNA

SUMMARY:
Responsible for supervising the efficient, day-to-day operations of a team of NOC Engineers and NOC Administrators, ensuring optimal Customer service satisfaction by maintaining stable service and ensuring efficient communication workflow

POSITION INFO:
Key Performance Areas:

• Customer Satisfaction 30%
• Supervise Team 30%
• Supplier adherence to SLA’s 10%
• Administration 10%
• Reporting 20%

• Thorough knowledge of networks and related technology in the Telecommunications industry
• Knowledge of customer service principles
• General understanding of the Basic Conditions of Employment Act in relation to a Support Centre

• Experienced and proficient with troubleshooting techniques and problem- solving in a 24x7x365 production environment.
• Excellent written and verbal communication skills in English
• Practical understanding of network design
• Proficient in MS Office, particularly Excel

• Customer Responsiveness
• Supervisory skills
• Leadership
• Self-driven
• Problem solving
• Attention to detail
• Admin orientated
• Stress tolerance
• Resilience
• Ability to multi-task, fast learner

• CCNA (valid) certification is a minimum requirement.
• ITIL Foundation advantageous
• BTech Degree / Diploma an advantage

• Minimum of 3 years’ supervisory experience in a Support / NOC environment
• Experience 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/escalated

• Must be willing to work weekends shifts on a monthly basis, or after hours, if required.
• Effectively lead troubleshooting efforts during outage bridges.

• D1

• Sales
• Projects
• Ops
• infra (Core)
• Quality Assurance
• Procurement
• Partner Relations
• Customer Relations
• Finance

• Suppliers
• Customers

• Ensure adherence to standard of ticket logging by team members
• Ensure adherence to standard of ticket handling by the team members
• Ensure adherence to standard of ticket resolution by the team members
• Resolve and manage Customer escalations
• Take accountability of issues of major or repeated incidents and escalations to NOC Manager
• Ensure accurate communication of planned network change or activities to Customers and Internal stakeholders
• Be available telephonically to provide support for incident escalations to customers.
• Work cross-functionally to support other business units for customer support related issues

• Ensure efficient scheduling and workflow planning
• Address all unauthorised leave and late coming/ poor timekeeping
• Accurate leave balances and planners
• Develop motivated, competent, and performance driven NOC agents and NOC Administrators.
• Monthly and bi-annual performance discussions conducted
• Provide change management leadership in support of company objectives and initiatives
• Communicate company information accurately. Address all NOC staff daily queries and provide escalation level assistance on incidents.
• Taken fair, ethical and timeous corrective action within the Disciplinary Policy deadlines

• Resolve Customer escalations for logged incidents
• Effectively communicate all critical business risks from support issues to NOC, NetOps management and COO

• Ensure adherence to Standard Operating Procedures
• Report any IT service management systems problems to NOC Manager
• Ensure accurate and up to date information on service management system and all other Data repositories accessible to the NOC.

• Ensure post major incident report is submitted to Customers
• Analyse trends and ensure problem tickets are raised
• Coordinate all daily and weekly incident handovers to follow up shifts

• Tickets logged within 15 minutes of receipt from client/ system

• Tickets

• Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary

• Tickets

• NOC Engineers - minimum of 10 tickets closed daily

• Ticket

• NOC Administrators min. 20 tickets closed daily

• SLA’s

• Within Customer Service Level Agreements

• Tickets

• Incidents reported immediately

• Planned Works; notification to client within 2 working days of receipt

• Planned Works Calendar

• Emergencies reported immediately

• Within Customer Service Level Agreements

• Tickets

• Within Customer Service Level Agreements

• SLA

• Adequate staff on shift at all times and within budget

• Staff coverage

• Progressive and appropriate discipline

• Formal discipline

• Maintain effective leave planning and

• Leave records Attendance Registers

• Facilitate on the job coaching
• All staff are certified as per Role Profile

• Review performance in discussion with employees, agree ratings and set goals for new period

• Record of discussions and formal Reviews

• Demonstrate ownership for effective implementation.

• Minutes of Meetings

• Obtain and provide feedback to senior management as and when issues arise.

• Record issues faced and discussions

• Consult with HR r.o all disciplinary action, where required

• Counselling/ Disciplinary Warnings

• Within Service Level Agreement

• SLA

• Report issues as quickly as possible

• Incident Report and SLA

• Compliance with ISO standards

• Annual ISO Audit

• Report issues as quickly as possible

• Incident Report

• Accuracy of information

• Service Management system

• Within 5 days of resolution of issue

• Reason for Outage

• Minimise repetitive issues

• Problem tickets

• Daily critical Diamond, Growth, and problem incident handovers

• Excel problem Dashboard

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