Job Description

Key Performance Areas:
- Customer Reporting (NOC) 25%
- Quality Assurance Reporting 25%
- Network Planning 20%
- Administration 10%
- Incident Management 10%
- Teamwork 10%Competency Requirements for Position
Knowledge:
- Knowledge of networks, preferably in the telecommunications industry
- Knowledge of customer service principlesSkills:
- Excellent written and verbal communication skills
- Basic understanding of network design
- Analytical and logicalBehavioral:
- Customer Responsiveness
- Admin orientated
- Organised
- Attention to detail
- Stress tolerance
- Resilience
- AccuracyMinimum Qualification:
- Diploma in administration
- ITIL Foundation
- Qualification in networking would be an advantageMinimum Experience:
- Basic to Intermediate Excel skills
- 2 years experience in a NOC environment, preferableOther Requirements:
- Must be willing to work flexible shiftsJob Grade:
- C1Key Stakeholder RelationshipsInternal
- Projects
- Global Operations
- Global Infrastructure
- Global NOC
- Quality Assurance
- Sales
- Finance
- PRMExternal
- Suppliers
- CustomersKey Performance Areas & Indicators
Customer Reports (NOC)
- Ensure customer RFOs/RCAs are completed and shared on time - Reports sent out within specified timeframe
- Extract and validate ad-hoc reports as required for suppliers/customers. - Reports submitted on timeQuality Assurance Reports (QA)
- Verify and validate information to ensure integrity (verification) on QA Daily/Weekly/Monthly reports for customers, ensuring correct information and RFOs on tickets. - Correct information submitted for reports
- Ensure assigned monthly Customer QA reports are completed on time and with quality verifications in palce. - Reports sent out within specified timeframeNetwork Planning / Change management
- Scope and schedule the company maintenance with internal teams to mitigate network risks - Engaging internal teams to scope work
- Accurately communicate the company /Supplier planned network change or activities to Customers. Communication to be sent out before, and after maintenance - Planned Works send notification to client within 2 working days of receipt, or immediately for emergency workAdministration
- Ensure Data Integrity on ITSM and monitoring tools after Turnup or Turndown is effected.- Turnup & turndown information correctly captured
- Ensure correct supplier information on escalation matrices - Escalation matrices updated regularly
- Ensure integrity on logged tickets before reports with Quality Assurance, ensuring correct information and RFOs. - Daily reports - within 4 hours of receipt - Weekly reports - within 24 hours of receipt - Monthly reports - within 48 hours of receipt
- Analyse data to identify and flag repetitive incidents & tracking of Service Improvement Plans. - Daily, weekly, monthly reports
- Document and maintain processes for Enterprise/Wholesale clients. - Regularly update documentation with any changes
- Maintain documentation for Data Center processes. - Regularly update process changes.
- Site Access Management for equipment collection. - Arranging access after cancellationsIncident Management and Closure
- Close all Planned Work tickets and tickets from other departments - Minimum of 20 tickets closed daily, or maximum completed tickets
- Follow up on tickets pending RFO for critical customers. - Minimum 10 tickets per day
- Follow up on assigned tickets for incidents - All assigned tickets dailyTeamwork
- Work with colleagues to achieve overall team goals - Demonstrate willingness to assist others
- Highlight problems and work with team to find solutions - Suggest solutions instead of problems
- Take personal ownership of problems - Go the extra mile for the Customer

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