Salary
R40 000 – R60 000 a month
Job Type
Full-time
Permanent
The purpose of this role is to effectively manage up to 25 Level 1,2,3 Engineers in the NOC as well as the end to end processes and monitoring of a 24x7x365 NOC, this includes but is not limited to
Daily coordination, oversight, guidance, mentoring, training, and management of tier 1,2,3 Network Engineers and NOC activities.
Ensure the timeous and satisfactory resolution of all internal and customer issues.
The optimal planning, management, scheduling, and utilization of the NOC Engineers.
Ensure the management of the customer’s WAN, LAN, WLAN, MAN, Security services, and escalations.
Ensure the management of the company’s core network and infrastructure services;
Monitoring
Ensure that tooling interfaces and dashboards are monitored 24x7x365 in order to pick up and respond to service-related events, according to the SOP’s and in line with customers’ SLAs.
Continuous service improvement is driven throughout the NOC, ensuring that appropriate information is available, and the supporting tools are sufficient and effectively utilized to timeously manage internal and customer services.
Event and Problem Management
Ensure that all service interruptions and escalations are dealt with effectively and timeously according to the SOPs, which could originate from internal, customer, and 3rd party service providers.
Data integrity is ensured at all times to ensure 100% reporting.
Ensure the efficient and effective identification, investigation, and escalation of faults within all services that are supplied and supported, internally and externally.
Ensuring that all company 3rd party service providers and all Customer SLAs are met.
Service improvement and optimization initiatives are identified and driven to review current as well as business-as-usual processes and procedures to ensure continuous improvement and achieve a front-foot approach to customer service.
NOC KPIs are set up and managed to ensure service excellence.
Recurring and potential problems are identified and corrective measures are proposed and escalated to the appropriate team(s) for resolution.
Documentation is kept for all network problems, solutions, and activities to ensure quick onboarding for continuous support and service excellence, this documentation is securely saved in the Knowledge Hub.
Promotes, maintains, and enforces company Standards and Policies consistently within the NOC.
Effective service delivery is managed and enforced to safeguard the availability of critical business systems and services.
The production environments of the company and all its customers are proactively monitored to ensure uptime and continuous service excellence.
Effective and efficient communication is ensured for all support-related activities, in accordance with the SOPs.
The production handover process is effectively and efficiently managed to ensure all new services are supported from project handover.
Reporting
Monthly event analysis and reporting are prepared and presented to internal and/or external teams as required.
Appropriate action is taken to ensure continuous improvement.
NOC KPI performance reporting is done daily to drive continuous improvement in the NOC.
Recurring events are identified and reported on and recommendations are made to address these.
People Management (15-25 staff on shifts)
Ensure that all people in the NOC including distributed teams are doing what they are contracted to do and performing according to the SOP and KPIs.
Excellent working relationships are established with the various teams that have a dependency or reliance on the NOC.
Excellent working relationships are built with direct reports and 3rd party service providers in order to drive and resolve events, ensuring outstanding customer service.
Staff are developed and trained to ensure the appropriate level of skill in support of the company’s technology and service offerings.
Shift rosters are compiled and managed to ensure that there is appropriate distribution of Tier1,2,3 Engineers for each shift.
Shift rosters are compiled so that no one person is overworked and that duties are fairly distributed amongst all peers.
Staff’s overall performance and discipline are managed to ensure a healthy, happy and effective, and efficient NOC.
The company values are accepted and lived at all times.Ability to work in a complex and matrix team environment; experience working in a team-oriented, collaborative environment
MUST HAVES
Experience managing more than 10 Engineers for top results.
Experience working as a NOC manager or similar role 3+ years
Customer focused with good planning, analytical thinking, business acumen and organizing skills.
Knowledge of IT infrastructure, and IT concepts.
Knowledge of connectivity services such as WAN, LAN, WLAN, MAN, and Network Security concepts.
Ability to build good working relationships.
Excellent customer service ability.
Action-oriented and good decision-making skills.
Display effective communication and negotiation skills, and be detail orientated.
Have the ability to adapt to and adopt change into the NOC team and ensure a smooth integration, with minimal disruption.
Able to make quick, informed decisions.
Able to analyze data living in all systems, to pick up trends and opportunities for improvement.
Strong problem-solving skills and ability to think creatively.
Excellent communication skills, both written and verbal.
Strong leadership and team management skills.
Able to drive high standards and quality within own role and in the team.
Committed to continuous learning.
Adaptable with a high degree of stress tolerance.
Innovative with the ability to maintain a high level of energy.
Highly self-motivated, and self-directed.
Tenacity.
Ability to work well under pressure and handle multiple tasks simultaneously.
Attention to detail and strong analytical skills.
Advantageous to have:
Suitable ITIL qualification
Job Types: Full-time, Permanent
Salary: R40,000.00 – R60,000.00 per month
Application Question(s):
This role is onsite in Johannesburg Midrand Waterfall area, are you in the area or are you willing to relocate at your own cost?
Why are you interested in this role?
For how many NOC Engineers did you have to schedule work? How long have you been doing this for?
Experience:
managing more than 10 engineers: 2 years (Required)
Managing Level 1,2,3 engineers in a NOC: 2 years (Required)