Job Description

Role:
Responsible for ensuring the accuracy of the NOC administration and the information captured in the monitoring and ticket logging systems.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 principles

Skills:

• Excellent written and verbal communication skills
• Basic understanding of network design
• Analytical and logical

Behavioral:

• Customer Responsiveness
• Admin orientated
• Organised
• Attention to detail
• Stress tolerance
• Resilience
• Accuracy

Minimum Qualification:

• Diploma in administration
• ITIL Foundation
• Qualification in networking would be an advantage

Minimum Experience:

• Basic to Intermediate Excel skills
• 2 years experience in a NOC environment, preferable

Other Requirements:

• Must be willing to work flexible shifts

Job Grade:

• C1

Key Stakeholder RelationshipsInternal

• Projects
• Global Operations
• Global Infrastructure
• Global NOC
• Quality Assurance
• Sales
• Finance
• PRM

External

• Suppliers
• Customers

Key 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 time

Quality 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 timeframe

Network 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 work

Administration

• 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 cancellations

Incident 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 daily

Teamwork

• 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

ExecutivePlacements.com