Gauteng: NOC Support Specialist posted by Stonebridge HR Solutions

• To ensure the National Operations Centre (NOC) Systems are operational, and the uptime is maintained.
• To be an independent adjudicator on performance toward our customers and vendors.
• To manage SLAs (service level agreements), ensuring that the contracted agreements are met by the company’s external service vendor.
• To provide data and business intelligence to the business to make informed data-driven decisions.
• To engage with all internal and external stakeholders that make use of the NOC function.

Requirements:

• A Contracts Management qualification
• At least 5 years’ work experience in the telecoms industry, which includes:
  • Contracts and SLA management (NOC Environment): at least 3 years
  • Project management: at least 2 years
  • Customer Service: at least 3 years
• Contact Centre Operations (Level 4)
• Operations Management
• Business and Management Development
• Data Analysis
• Driver’s license

Technical skills: 

• Computer literacy, e.g., MS Office suite; Oracle Analytics, Remote Monitoring Software, and the ticketing system
• Data analytical skills
• Systems and alarm fault interrogation skills
  Basic electrical skills
• Business reporting skills
• Process management skills
• Knowledge of telecommunication site builds
• Commissioning skills of the company’s remote monitoring systems.
• Good verbal and written communication skills

Responsibilities:

NOC Strategy and Execution

• Identifies and responds to customer needs in the National Operations Centre.
• Provide coaching and training on the company’s systems in the National Operations Centre.
• Works closely with IT to maintain and improve systems to uphold regional standards.
• Ensures connectivity to all third-party applications and systems.
• Compiles new reports as required to manage customer SLAs.
• Participates in the root-cause analysis with the SLA manager and the technical teams (Power) when breaches occur.
• Provides specialist customised training to the relevant external NOC employees and other stakeholders to drive high performance and meet SLAs.
• Monitors the accuracy and timeliness of the data as maintained in the NOC database and other relevant operations-related databases and trackers.
• Responsible for the optimal performance of the NOC and its respective functions.
• Responsible for ensuring that there is a disaster recovery plan in place for the company.
• Ensure Access Support and Monitoring of the company’s Access Statuses.
  Access App uptake.
  • Locks status reporting.

Vendor management

• Ensures that the processes, policies, and SLAs that have been agreed upon with the appointed external vendor for managing the queries logged with the NOC are effectively implemented.
• Ensures that queries are responded to according to the agreed SLAs (service level agreements).
• Ensures that when second-level query escalation is required, that resolution is monitored and that queries are closed once resolved.
• Ensures that reports can be generated to track the performance of the NOC against the relevant agreed SLAs.
• Receives monthly status updates from the service vendor on the vendor’s performance against the agreed KPIs of the vendor.
• Ensures customer satisfaction levels are of a high standard.

Risk management and compliance

• Ensures that the NOC disaster recovery plan is in place and tested annually with the vendor.
• Ensures quarterly governance meetings with the NOC vendor

Environment: 

• Hybrid working arrangement. 3 days (60%) of work week in office and 2-day (40%) work from home.

Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.